[simplestats]

> It’s a excellent example of optimizing for metrics instead of optimizing for people.

It seems like the opposite. The change directly led to less complaints from people. It's more like optimizing for human comfort rather than giving people what's supposedly best for them via an objective metric. Though I'd say even more specifically (assuming the story is even true) it's optimizing for keeping the small percentage of squeaky wheels comfortable.

[kleiba]

> The change directly led to less complaints from people.

Less complaints about waiting time, that is.

[pintxo]

I would replace "comfort" with "perception" but otherwise I agree.