Why efficiency?
Focusing on the efficiency of an interface forces you to start considering the impact of the details and helps you understand how those details impact user experience—especially in time-pressured environments.
Perceived Efficiency
When the management at George Bush Intercontinental Airport in Houston (IAH) wanted to reduce the volume of complaints about baggage-waiting times they did the obvious thing: put on more baggage handling staff and reduced waiting times to just eight minutes—the industry norm. When the next set of figures came in they were disappointed to find that complaints persisted.
When they looked a little deeper, ...
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