The Illusion of Speed: How Mirrors Reduce Perceived Elevator Wait Times
In 1971, Otis, the renowned elevator manufacturer, faced a challenging issue at the World Trade Center: excessive wait and travel times were frustrating building occupants. Rather than undertaking the costly and complex task of installing faster elevators, Otis devised a unique solution by adding mirrors both inside and outside the elevators. This simple addition provided a distraction, allowing people to pass the time by observing themselves or others, which made the waiting period feel shorter and more bearable.
The approach was so effective that mirrors quickly became a standard feature in elevators around the world. By subtly shifting people’s focus, Otis managed to improve user experience without altering elevator speed. This example highlights how rethinking our perception of time, rather than the actual passage of time, can be a powerful tool in design. As Otis demonstrated, sometimes “the best way to solve a problem is not to speed things up, but to change the way we perceive the wait.”
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