Transcription
One of the things that we don't seem to be trying to do is to solve problems psychologically rather than technologically. Famously, I think the best thing that Transport for London did to improve passenger satisfaction was dot matrix displays. And it's a purely psychological phenomenon.
The dot rat matrix displays don't make the trains any faster, more capacious. They don't make them arrive any sooner. But we're simply much much happier um waiting for a train when we know the train is going to come in 8 minutes and is only 1 minute late than we are waiting for a train in a state of uncertainty that we're absolutely fixated on optimizing things we can measure.
And yet, of course, we don't measure. We don't have metrics for the things that generally matter to people in everyday life.