Friends,Human perception is interesting. You can have it all, but still be miserable.Because having a perceived good experience is different from actually having a good experience. That's part of the reason there are miserable lords and happy peasants.At a Houston Airport, execs were receiving complaints of long wait times at baggage claim. They reduced wait times to 7 minutes, but complaints persisted.Then instead of speeding things up, they just increased the walking time from airplane to baggage carousel. Complaints vanished.In queue theory, occupied time (walking) feels better than unoccupied time (standing around) — even if the overall waiting time is greater.
Healthcare is a 1 star experience
Healthcare is a 1 star experience
Healthcare is a 1 star experience
Friends,Human perception is interesting. You can have it all, but still be miserable.Because having a perceived good experience is different from actually having a good experience. That's part of the reason there are miserable lords and happy peasants.At a Houston Airport, execs were receiving complaints of long wait times at baggage claim. They reduced wait times to 7 minutes, but complaints persisted.Then instead of speeding things up, they just increased the walking time from airplane to baggage carousel. Complaints vanished.In queue theory, occupied time (walking) feels better than unoccupied time (standing around) — even if the overall waiting time is greater.