> This is no accident. That's the thing: no big, complex system ever works well by accident. It all comes down to the goals, the vision, and having someone at

> This is no accident. That's the thing: no big, complex system ever works well by accident. It all comes down to the goals, the vision, and having someone at the top who can see they get met without compromising. Often this does happen, but the goals are "save money" or "increase throughput", which are not human-friendly metrics. If the goal isn't "make the airport dead easy for grandma", then it will probably be difficult for her. In other words, we have to care about the right things, or things in general will just end up crappy.