Welcome My name is Adam Nahirnyj and I am a UX/UI designer. Please take a look at my UX/UI, Web Design work. If you have any questions or comments, feel free to contact me.

Managing Expectations

I am sitting on sofa looking out the window waiting for a pizza to be delivered. The web site said that it would take 60 min and now it has been 66 min. The weather is really bad, but 60 minutes seems like a long time for a pizza to be deliver. Maybe the weather was factored into the 60 min, but then again maybe not. Maybe I should call, but if it really is the weather, I don’t want to sound like a jerk asking where my pizza is.

My expectations were set at 60 minutes, after that time had passed, I was left with uncertainty. I remember thinking “am I even going to get my pizza.” When companies set expectations they need to consider the consequences of not meeting them and consider that not setting an expectations would be a better option. Consider this example, you drop off a prescription and the pharmacist tells you it’s going to be 20 min, you decide to sit in the lobby and wait. After twenty minutes you start growing impatient. You start to think about what you could have been doing instead of sitting in the lobby or maybe what you are about to miss since you only planned on waiting 20 min. After 30 min. your are mad. Consider the same example with a different outcome, after waiting 15 min. the pharmacist tells calls you up the counter telling you your prescription is ready. Not only do now have 5 minutes of your day back, you leave the pharmacy in a much better mood.

This doesn’t mean that all pharmacies should be able to fill all prescriptions in 15 minutes. In the first example, if the pharmacist would have said it’s going to take 35 minuets, you would have had all of the information needed to decide if you have enough time to sit in the lobby or not – your feel in control but when our expectations are not meet we no longer feel like we are in control.

The classic statement holds true: “It’s always better to ‘under promise and over deliver’ than not deliver what you promised.”

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