Operational Transparency
Figure 10. Operational Transparency. From Operational Transparency. By Stephen Lewis (2019) Retrieved from (https://hbr.org/2019/03/operational-transparency)
A method researched by Ryan W. Buell and used by designers to improve the waiting experience is operational transparency. Operational transparency is a simple theory that a user can value what they can see and what they are aware of, or from another perspective, they cannot value what they cannot see. It draws on the ideas around 20
the psychology of waiting to manage frustration of the user and when successful can even make the service more valued and appreciated (Buell, 2019). As services in this modern world become increasingly automated, human contact between companies and their customers decreases to improve efficiency. Therefore, increasingly
