Wilson Miner reflects on “real world” interaction design at airports and what we might learn from these experiences with respect to software design. With regards to perception (long lines at airport security) and the process (spending less time in that line than you thought):
In order to get the maximum benefit from increased efficiency, it should be visible as early in the process as possible.
NY Times has an article on a similar topic: “the one big line” approach used at the Whole Foods on Union Square in New York City. I’ve seen the system and it does seem to move at a surprisingly brisk pace given how long the line actually looks. (via: Ben Tesch’s excellent del.icio.us collection)