Video ID: G0Q0dGEckY8
YouTube URL: https://www.youtube.com/watch?v=G0Q0dGEckY8
Added At: 13-06-25 21:18:06
Processed: No
Sentiment: Neutral
Categories: Tech, Transportation
Tags: transportation, underground, travel, uncertainty, information
Summary
London Underground improved passenger satisfaction by providing dot matrix displays on platforms. Uncertainty while waiting for a train is the main source of frustration, not the time itself. Providing accurate and timely information can reduce uncertainty and improve passenger experience.
Transcript
the best thing London Underground did to improve passenger satisfaction wasn't faster more frequent trains it was dot matrix displays on the platform we're actually happier waiting 9 minutes for a train knowing it's 9 minutes than waiting 4 minutes for a train in a state of not knowing in state of uncertainty I told British Airways that I said the worst thing you can put up on a departure board is just delayed if you put delayed 60 minutes we're kind of cool about that we can okay I'll work around that I mean if if you don't know make up the number said you but don't ever just put delayed it drives us insan I think Uber provides us with one example let me explain first of all previously you you had to ring up somebody to find out how long you had to wait for a cap that doesn't do it tells you that there right on the screen secondly it doesn't have to reduce the waiting time it just has to reduce the uncertainty