LibraryScenariosWhen self-service technology creates more friction than human service
Scenario

When self-service technology creates more friction than human service

Self-checkout machines are everywhere now and they're supposed to be faster but they malfunction constantly and I end up missing the human cashiers who just worked.

Laozi
Online
The coach is replying

More people experience this than they realize.

What we've seen

Automation often transfers labor from paid professionals to unpaid customers while promising convenience.

Ideas that help explain it
Worth thinking about

“Where Are You with History of technology — complete survey?”

If this sounds familiar, the Library can help you find the bigger picture.