Argos - Multi-Queuing

Multi-Queuing

Argos is an interesting shop to observe as it utilises numerous forms of queuing.

Initially shoppers queue to browse the vast catalogue of products that are on offer, adopting the free range queuer style observed at Borough Market.  As customers enter Argos they typically flock towards free catalogues.  If there are no catalogues available, the free range queuer tends to hover around numerous catalogues within close proximity in order to secure a place once a catalogue becomes free.

There are electronic pay points available where customers are able to place orders or collect orders placed via the Argos website.  Queues can form for these electronic purchase points, however they tend to form in a linear fashion, very much like that of a hole in the wall cash machine.  This creates options for customers who make use of their online shopping capabilities.  If shoppers decide to use this method of browsing/buying, they bypass the next phase that catalogue browsers must go through, the cashier operated purchase point.

The queue for the point of sale exists between two barriers, encouraging shoppers to queue single file.  There are multiple cashier desks that, once available, allow customers at the front of the queue to approach and pay for their items.

After paying for their goods, customers are given a number and a collection point letter (A, B, C...).  There is a screen displaying the progress of each processed order, communicating to waiting customers whether the order is ready for collection or not.  The comfort comes in the form of knowledge, knowing that their order is being processed and will be with them shortly.
Customers can wait on the seating area provided or mingle around the store, viewing the various display cabinets.  The customers do not necessarily have to pay attention to the display screen as orders that are ready for collection are announced over the speaker system in store.