Waiting on hold

Insights

• Visible Lifeboats is the reassurance that a safety net exists, even if rarely used. Robinhood’s "you’re next in line" notification calms users by showing help is imminent, lowering anxiety during the wait.

• Cognitive Load is the mental effort needed to complete a task. By telling users which number will call them, Robinhood reduces guesswork and confusion, making the process easier to follow.

• Framing is how info is presented to shape perception. Robinhood frames waiting as progress (“you’re next”) and gives a callback number, which makes the wait feel more controlled and less stressful.

• Whereby uses a similar technique, letting users know their 'knock' to join a call has been noticed. Both reduce the stress of waiting by confirming progress and showing users they haven’t been forgotten.

• Monzo sends in-call notifications to guide users to the right help page. Both Monzo and Robinhood use real-time notifications to cut uncertainty and help users feel supported while waiting.