{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/65281078d5cc0400129dfb55/6548a99e7eaf130012e8f709?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"Final call","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/65281078d5cc0400129dfb55/1699260540889-5a67221d390c7db29ce1792e97709125.jpeg?height=200","description":"<p>The experience of a delayed flight highlights the wider impact of poor service design. </p><p><br></p><p>With an air of authority and accuracy, the departure board said that the gate to for my flight would be shown at 19:27. Not 19:15, not soon, but&nbsp;<em>nineteen twenty seven</em>. \"Relax\" it said on the screen.&nbsp;\"We've got this covered\" the screen reassuringly implied.</p><p><br></p>","author_name":"James Royal-Lawson"}