>, I know what a service counter looks like, but I can't recognize a tech support employee roaming around. But you don't have to recognize them. The idea is t

>, I know what a service counter looks like, but I can't recognize a tech support employee roaming around. But you don't have to recognize them. The idea is that the Apple employee greeting you at the door brings the tech support person to you. >Lines are a well understood, tried-and-true technology for managing crowds. What they're doing is different but not better. I guess I'm underestimating typical customers. Would most people really rather stand in line for 45 minutes to 2 hours instead of just sitting down somewhere? That seems very uncomfortable. A lot of times, I see customers sitting on the cube chairs and waiting there. Example photo of those chairs: https://9to5mac.com/wp-content/uploads/sites/6/2018/06/img_0016.jpg?quality=82&strip=all https://9to5mac.com/wp-content/uploads/sites/6/2018/06/img_0... Standing in line seems way more uncomfortable and therefore worse UX. As comparison, Apple's "check out" process to buy something isn't tied to a specific location of a bank of cash registers. Instead, each employee uses their iPad/iPhone as a "roaming register" to process credit-cards and send receipts. In effect, the whole store's floor space acts as a checkout register. I just don't see customers complaining about that and wishing that Apple would just consolidate all checkout processes to a specific location because they prefer to stand in line. Customers seem to comprehend the "no line" checkout process without trouble. Apple does more sales than Tiffany's jewelry store that has traditional fixed cash registers. It seems like Apple extended the concept for "roaming checkout registers" to "roaming genius bars".