Recently I published this huge, hugely successful Android UI library. It had quite a few moving parts to it. And, quite honestly, a single image could not justify it’s versatility. So what would one normally do? Make multiple images, of course.
The airport executives had failed to see the true problem at hand — a human propensity for loathing unoccupied time. While wait times were down, the walking journey from the terminal gate to the luggage claim was a short trot, so travellers spent most of their time waiting. By strategically moving the arrival gates farther away from the baggage carousel, they increased traveller walking time to the baggage claim, and nearly eliminated any unoccupied time. The complaints stopped. This is a real example of how the performance that people feel is more important than “under-the-hood” performance. An objective measure of performance ignores what truly matters: the customer journey. Don’t forget to check out this article by Mobify’s head of Product, Peter McLachlan, on how we’ve been measuring web performance all wrong.