Space Invaders
Some time ago, I read a book called “Why We Buy” by Paco Underhill. A great read that focuses on how to design a retail store to best suit its customers. But I’ve only recently come to realize that many of the key messages in this book apply to any space where people gather.
Waiting Rooms
Ever notice how people navigate waiting rooms? Most people enter, check-in with the reception desk and then hunt for a chair that is as far away from the other people waiting as possible. As the room fills up, people are “forced” to sit closer and closer together. So why don’t more waiting rooms have natural breaks to give people more personal space? Planters, bookcases, etc can be rearranged around the room to give people more space.
Presentations
No one wants to sit in the front row. It’s generally the last row to fill up. (Unless it’s your boss that is speaking). The best way to avoid speaking to a row of empty seats is to organize the room with fewer but wider rows as opposed to narrow and deep.
Restaurants
Booths are always most popular. Booths along the wall are premium! No one wants to sit at a table in the middle unless they have to. Most people don’t enjoy dining alone but business travelers often find it to be necessary. Why not have a few booths with small televisions or ample reading material to make dining for one a little more entertaining?
Elevators
A classic space invader. I’ve personally watch people turn around and not step onto a half full elevator because they couldn’t get a “space” at the back! Not sure what the solution is here, but I do know that mirrors are probably not the answer.
An Exception to the Rule
Of course, there is always an individual that completely disregards the average person’s need for personal space. That person in the grocery line that continues to push forward until their cart is poking into your leg or back, or the person who wanders into a nearly empty waiting room and sits right next to you and begins chatting… which is why we really need those dividers.
Space Challenges
If you agree with the comments above but don’t have the space to create a better solution for your customers, here are some suggestions:
- In this day and age, why doesn’t EVERY waiting room have a television? If you do have to squeeze into a full waiting room and sit shoulder to shoulder with other customers, a television dramatically helps to reduce the perceived wait time
- If for some reason a television isn’t in your budget, make sure that the reading material provided is current and relevant for the type of customers that visit your business or gathering space.
If you work in an office or environment that has a waiting room, go pretend to be a customer in your own office or environment and experience what your customers face. If you find a copy of a December 1996 National Geographic, chances are you’ve got some problems with your waiting area.
The moral of this story is really for anyone that has any influence on design of a space where people gather to consider their natural desire to have personal space. Those who succeed in delivering on generous personal space (or distracting entertainment) will see happy customers who enjoy their waiting or shopping time and look forward to their next visit!
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3 Responses to “Space Invaders”
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Amen.
Well Rob did you ever notice that most of the waiting rooms that fill up are goverment offices and there job is not to process people fast because then they wouldn’t have a job and besides it makes them look busy,and in regards to the space issue that would cost more money and you wouldnt be able to waste it on things that doesn’t mater.
In regards Presentations who wants to get to close to someone who will most likely put you to sleep anyway. The are very few people who get up and do presentations that can keep the audiences interested after the frist 15 minutes anyway.
I think personally that booths in Restaurants are a thing of the past your are always jamed in one and the inside person has to get out all the time.
Well, Keith… you sure don’t sound like a happy camper, or waiting room guest! Need some happy pills perhaps?
One experience that Rob’s Rant reminded me of, was finding a seat in the airport boarding area (Toronto) and realizing that I am looking at the back! of the TV. The seating installation guy and the TV installation guy obviously weren’t communicating when the TV was installed!! Oh well, the gate agents had a great view!