So, I went to get my library card today.
Old workflow would have been: The lady behind the counter records your personal data, makes you pay ten bucks and confirms your payment with a click.
New workflow: The lady behind the counter records your personal data, then explains to you, that you need to use the pay machine, you walk over and first have to read the instructions. You scan the library card, pass ten bucks and wait for the machine to process. Because there is no “you’re done” message you wait for the timeout at which the machine resets to start. During that time the lady comes over to you, because she thinks you don’t know how to operate the machine.
Automation, a wonderful thing…