SELLEST OSAST
Expedia got about 20 million calls a year from people asking for a copy of their itinerary. The cause was a confusing email. A pediatrician traced kids referred for ADHD to life at home. I traced a snooze back to 7:30 the night before.
Featuring: Taiichi Ohno, Ryan O'Neill, Nadine Burke Harris
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Chapters:
(00:00) The snooze and three whys
(00:28) Expedia's 20 million itinerary calls
(01:11) Nadine Burke Harris and the Bayview clinic
(02:00) Where the fix sits
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TRANSKRIBEERI 🔗
The next morning my alarm went off and I hit snooze.
So I asked why, the way Toyota's engineers look for a root cause.
Why did I hit snooze? Getting up on the first alarm would've meant a whole day on even less sleep.
Why so little sleep? I got to bed late.
Why so late? At 7:30 I left the end time open.
The fix for my morning belonged at 7:30 the night before.
In 2012 the travel site Expedia was buried in phone calls. More than half of…
