Insights ·
Automation with a human exactly where it counts
The goal is not to remove people from a process. It is to remove the parts of the process that waste them.
The automation projects that disappoint are the ones that tried to automate the decision instead of the paperwork around it. The ones that pay back are the ones that let a skilled person spend their time on judgement.
The design question is where the human belongs. Approvals with real consequences, exceptions, anything a regulator will ask about: a person decides, with all the information in front of them. Everything else, the collection, the matching, the re-keying, the chasing, runs on its own.
Put the decision point in the right place and the people affected become the strongest supporters of the change.
