Elevator Trek: The Next Generation. The building Khoi works in (uh, The New York Times building) redesigned their elevator system and didn’t consult with him about the UX:
[…] it’s not advisable to try to reinvent universally understood user experiences like elevators without excellent, excellent design help.
Oops.
There’s hope, though, because the problems that arose aren’t unfixable, and – as Khoi says – sometimes you have to “break it before you can improve it.”