I'm fond of re-telling the following story, which I first heard when I was an undergrad 30+ years ago. (I'd love to be able to cite a reference. Is this famil

I'm fond of re-telling the following story, which I first heard when I was an undergrad 30+ years ago. (I'd love to be able to cite a reference. Is this familiar to anyone?) A brand new office tower was unveiled, the architect was on hand, the tenants moved in. Everyone was enthralled with the new digs: spacious offices, sensible layout, all the modern conveniences. But everybody - I mean everybody - complained about the elevators. They were so slowwwwwwww. The building owner consulted with the architect, who was plainly amazed. He hadn't scrimped on that aspect of the project either, and pointed out that the elevators were as fast as anything you could buy in the marketplace. They'd done modeling studies, and the simulations showed that the elevators could keep up with peak demand. There couldn't be anything wrong with the elevator system. Yet people complained loudly and uniformly. The elevators were way... too... slow! It took a human factors guy to figure it out. The first floor elevators had an indicator over the door that told which floor the elevator was currently servicing, but ONLY the first floor had such indicators. The remaining floors only had 'up' and 'down' buttons, and nothing more. "Put indicators above the elevator doors on EVERY floor", the human factors guy said. "People don't mind waiting, as long as they know where they stand." The building owner installed indicators and that fixed the problem.