From the course: Universal Principles of Design
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Five tenets of queuing
- [Jill] Hi, I'm Jill Butler, and this is Universal Principles of Design. In this movie, the Five Tenets of Queuing, or why when it comes to waiting in line, perception is reality. It's been estimated that the average American spends two plus years of their life waiting in line. And for those of us around the world living in population dense areas, this estimate jumps to as much as five years. But as dire as this sounds, the pain or pleasure of such waits, is a matter of design. Take the case of luggage wait times at George Bush Intercontinental Airport in Houston, Texas, the city where I live. If you've never been to Bush, it's a huge sprawling airport. And so not surprisingly, it takes a long time to get luggage off the planes and to the luggage carousels. And for years, this meant long wait times and a lot of customer complaints. It was estimated that after landing, 88% of a passenger's time at the airport was spent waiting at a luggage carousel. A very frustrating experience. So…
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Cognitive dissonance5m 20s
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Expectation effects5m 59s
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Five tenets of queuing6m 7s
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Freeze-Flight-Fight-Forfeit4m 52s
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IKEA effect4m 11s
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Left-digit effect2m 58s
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Nudge7m 46s
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Shaping5m 14s
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Storytelling5m 58s
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Zeigarnik effect4m 28s
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