Archives for posts with tag: Automation

Automation exists to make our lives easier, or sometimes to make our supplier’s life easier. We adapt our traditional manual behaviour to new behaviours on the basis that the new behaviour, thanks to the automation, is easier or less effort, or both, for us.

A few months ago I was in a gallery in Dublin and went to use the facilities on the way out. never waste a chance to use the facilities of the facility you’re in – no double pun intended – especially when you’re in a big city.

After completing my task and washing my hands, I moved across to the automatic hand dryer and hovered my hands under it and waited for the sensor to pick up my presence and whizz my hands into a dried frenzy.

Nothing doing, damn thing was broken I concluded, after several experimental variations of hand position.

Turns out I had mistaken an empty paper napkin dispenser for an automatic hand dryer. Learned behaviour, on auto-pilot, had let me down. Back to the drawing board, or rather another dispenser with a napkin or two in it.

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Sometimes automation adds to a process rather than improves it. It automates the human chaos.

The first time I encountered the McDonald’s automated self-ordering system was at Dublin airport a year or so ago. It simply took too long to order my early breakfast meal so I went to the counter and did it the old-fashioned way.

I was again reminded of this fact recently in France, when my whole family was in with another family for a special treat. There’s hardly ever a queue for the ordering ‘machines’, but it took simply ages to navigate through the menu 7 times for each order, then figure out which part of the restaurant we were in so the staff could deliver our food. There appeared to be no option to go up and order the old fashioned way.

After we had got our meals I watched a Welsh family trying to order deserts and coffees. They couldn’t find the screen with the coffees. It had disappeared. They didn’t have much French, and tried to enlist the help of a staff member, who tried to do the same with her slightly broken English. She couldn’t help so then had to find another staff member to help. This staff member then said ‘the coffee machine is broken and coffee is not available today, sorry.’ Obviously someone had the ability to disable the relevant screens when a product is unavailable, but this was not apparent to the customer. 15 minutes had passed during this process.

A more traditional ordering system might have taken a third of the time, even with traditional queueing, and gone like this:

‘Hi, can I have 2 McFlurries and a coffee please?’

‘The coffee machine is broken and coffee is not available today, sorry.’

‘OK, just the McFlurries then please.’

People, process, technology. If you don’t get the mix right, you make it worse, not better.