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In the 1950s New York City, the problem was waiting in line for the elevators of the city's new skyscrapers. But building managers soon realised the problem wasn't the waiting time - it was the perceived waiting time.
The solution was to add floor indicators showing people the elevator's progress and adding floor-to-ceiling mirrors near the elevators to distract and occupy people. Similar solutions are found in airports, doctor's waiting rooms and supermarkets.
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Research reveals that how people feel while waiting is more important than how long they wait.
Everyone stands in line in the physical world. It is a way to deal with high demand. Online lines serve the same purpose, given the technical challenges of peak...
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