Comment by yellowapple
3 days ago
The flip-side of this is that if something is too fast, it raises doubts about whether it actually happened at all. I'm reminded of the TurboTax case, where Intuit found that adding a bunch of artificial loading screens to make it look like TurboTax was taking its time to really pore over customers' tax returns ended up being more appealing to users than not doing so. The actual "analyses" happen within less than a second, but that was (allegedly) too fast for users to believe.
A ticket booking system I was familiar with added latency after upgrades to maintain a particular experience for the operators.
I guess they were used to typing stuff then inspecting paperwork or other stuff waiting for a response. Plus, it avoided complaints when usage inevitably increased over time.
That’s an unusual case because most customers use it once a year, and speed is number 3 or 4 on their priorities behind getting it right (not getting in trouble), and understanding wtf is going on.