Aside for the algorithms and how well they work, there is a psychological aspect to how people perceive "wait" times. It turns out just waiting is very annoying. But having people do anything during that same wait period → perceived as progress → not upset.
An example iirc was waiting for luggage at the airport. It takes min of x minutes for the first bags to show. In one version, passengers went directly from the gate to the luggage carousel and waited x mins for the first bag → unhappy. Then the airport decided to add a long, round-about "walk" path from the gate to the luggage area that burned some of those minutes → same total "wait" but happier passengers.
This story is shared all the time, but what airport actually did this? I’m not aware of any major US hub that meaningfully delays passenger egress like this.
psadri · · focus · HN ↗
An example iirc was waiting for luggage at the airport. It takes min of x minutes for the first bags to show. In one version, passengers went directly from the gate to the luggage carousel and waited x mins for the first bag → unhappy. Then the airport decided to add a long, round-about "walk" path from the gate to the luggage area that burned some of those minutes → same total "wait" but happier passengers.
ericpauley · · focus · HN ↗
psadri · · focus · HN ↗