Virtual Queue Experience
Designing India’s most transparent and anxiety-free virtual queue for blockbuster events at District by Zomato
For
District by Zomato
My role
Senior Product Designer
Teams
PM, Engineering, Risk Ops, CX and Data
Platform
iOS, Android and Web
Challenge
High-demand events — IPL finals, A-list concerts, festival drops — trigger massive traffic spikes the moment tickets go live.
Millions of users hit the Buy button simultaneously, causing: Queue jams, Seat collisions, Anxiety, Unpredictability, Sudden drop-offs.
At District, we needed a trustworthy, predictable, system-driven queue that could handle extreme load without breaking the user experience.
The Solution
A complete, scalable queue system where clarity reduces frustration and predictability increases patience.
1. Real-Time Queue Position
A clean, large, readable card showing: Your queue number, People ahead, Approx wait time and Dynamic progress bar.
Gives users a mental model. Reduces uncertainty → reduces abandonment.
2. Probability of Success Meter
A new UI element showing: High · Medium · Low chance of getting seats. Set expectations early, Communicates fairness upfront and Prevent “unfair” feelings later
Predictive messaging backed by system load.
3. Est. Wait Time
Instead of vague text like “Please wait,” the system shows: 1 hrs 40 mins (Realistic, Not Generic)
As queue conditions change → the time updates.
4. Fairness Messaging
Clear, empathetic language like: Users enter the queue in the order they arrive, No priority access and No shortcuts
This eliminates doubt and rumours — especially during IPL spikes.
5. Real-Time Seat Availability
Dynamic indicators showing: Seats filling, Categories selling out and Better alternatives
Helps users plan while waiting the queue.
Impact
The virtual queue redesign wasn’t just a UI overhaul — it was a system redesign, a trust exercise, and a performance-layer UX challenge.
By making the invisible visible — the system logic, seat movement, and fairness rules — we created an experience that feels predictable, transparent, and premium, even when the user is under pressure. Without disclosing internal metrics, here’s the story:
Drop-offs during queue reduced significantly
Users felt the system was actually progressing.
Trust perception improved
Fairness + explanation = fewer complaints.
Checkout completion rates increased
Better prep during queue = faster finishing.
CX tickets decreased
Fewer questions like “Why is my queue stuck?”
Stronger brand confidence
Users felt District is reliable during high-value moments.
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