A queue system that meets the requirements

Waitrose, a pioneer of customer-focused, design-led In-Queue management






Checkout arena, In Queue Management


United Kingdom

The challenge

Waitrose supermarkets are the food retail division of Britain’s largest employee-owned retail chain, the John Lewis Partnership. It has around 350 stores in the United Kingdom, and Waitrose first appeared on the high street in 1904.

Waitrose, which has pioneered the market for IQM, wanted a new design-oriented and customer-focused solution to further improve customer flow and reduce shopper anxiety when queuing, while increasing impulse sales of various products.

The solution

Based on our standard IQM products, we created a customised solution for Waitrose. We supplemented the existing solutions with newly developed accessories that were adapted to a range of products – from speciality confectionery to bottled water to non-food items.

We worked closely with Waitrose and, by adding wood panels and acrylic accessories to the new IQM solution, we gave it the right feel to blend in well with the rest of the fittings and the premium look and feel store concept.

The result

The new IQM system, uniquely customised for Waitrose, has improved the customer experience, clarifying the flow and making queue times feel shorter, with fewer ‘walk-aways’ and higher additional sales. Our solution has now been installed in the majority of stores.

Project group

Waitrose team and ITAB Shop Products UK Ltd


ITAB Shop Products UK Ltd, Mark Newell, Business Development


Queue Management and In-Queue Merchandising (IQM) Systems.


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