T H E
A U T O M A T I O N
O F S E R V I C E S
P r o f P e t e r C o c h r a n e O B E
w w w. p e t e r c o c h r a n e . c o m

C O N S T R A I N T
N u m b e r o f a r t i s a n s
For millennia the size of armies and
empires was dictated by the number of
artisans slowly making weapons and
armour by hand one item at a time…
Th
e
ev
o
lu
tio
n
o
f
w
ea
p
o
n
s
w
a
s
lim
ited
b
y
s
lo
w
m
a
n
u
a
l
p
r
o
d
u
c
tio
n
m
eth
o
d
s

F O R G I N G A S W O R D
O n e o r t w o m e n ~ 3 u n i t s / d a y

A u t o m a t i o n
S t a r t e d w i t h t h e n a i l
Ev
en
w
ith
M
o
u
ld
s
d
ies
a
n
d
Jig
s
N
a
il
p
r
o
d
u
c
tio
n
w
a
s
lim
ited
b
y
th
e
n
u
m
b
er
o
f
b
la
c
k
s
m
ith
s

THE Block LIMIT
S e t t h e s i z e o f n a v y & e m p i r e
Manufacturing blocks for the
RN appears to be the second
example of automation
Th
is
is
th
e
o
r
ig
in
a
l
w
a
ter
p
o
w
er
ed
P
r
o
d
u
c
tio
n
s
h
o
p
A
t
P
o
r
ts
m
o
u
th
D
o
c
k

Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e

Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e INDUSTRY 5.0
Smart Materials
Programmed
Form & Function
Evolving
Sentient
Living?

Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e INDUSTRY 5.0
Smart Materials
Programmed
Form & Function
Evolving
Sentient
Living?
Accelerating
Human
Progress

Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e INDUSTRY 5.0
Smart Materials
Programmed
Form & Function
Evolving
Sentient
Living?
Accelerating
Human
Progress
Sentient/Evolutionary
Intelligent/Adaptable
Electronic
Mechatronic
Electro-Mechanical
Mechanical

M o r e a n d M o r e
F o r l e s s a n d l e s s f o r e v e r y o n e
Automation now means we can
produce and deploy ~2Bn mobile
units every year…
“The majority of theses are now
more powerful than the Cray 2
SuperComputer of 1985”

a u t o m at e d p r o d u c t i o n
A l l o u r g o o d s - e v e r y t h i n g w e c o n s u m e & u s e
U
n
b
eliev
a
b
le
q
u
a
lity
a
n
d
q
u
a
n
tities
a
t
U
n
b
eliev
a
b
ly
lo
w
c
o
s
t
a
n
d
p
r
ic
e

P R I N T I N G A 3 8 0 W I N G S
C o m p o s i t e o f m e t a l a n d c a r b o n f i b r e
Th
e
p
r
in
ted
d
o
c
u
m
en
ta
tio
n
fo
r
a
n
a
ir
c
r
a
ft
w
ill
n
o
lo
n
g
er
fit
in
th
e
a
ir
c
r
a
ft
A
u
to
m
a
tio
n
r
o
b
o
ts
A
I
d
o
th
o
s
e
th
in
g
s
th
a
t
a
r
e
b
ey
o
n
d
h
u
m
a
n
a
b
ilities

F E E D I N G T H E W O R L D
7 B n m o u t h s n e e d a u t o m a t e d f a r m i n g

F E E D I N G T H E W O R L D
7 B n m o u t h s n e e d a u t o m a t e d f a r m i n g
To
d
a
y
a
ll
a
u
to
m
a
ted
a
n
d
r
o
b
o
tic
p
o
w
er
ed
b
y
A
I a
n
d
G
P
S
w
ith
h
u
m
a
n
g
u
a
r
d
ia
n
s

H u m a n - R o b o t M i x
P e o p l e d o w h a t a u t o m a t i o n c a n ’ t

H u m a n - R o b o t M i x
P e o p l e d o w h a t a u t o m a t i o n c a n ’ t
D
es
ig
n
in
g
m
o
r
e
p
eo
p
le
o
u
t
o
f
th
e
p
r
o
d
u
c
tio
n
lin
e
im
p
r
o
v
es
p
r
o
d
u
c
t
r
elia
b
ility
a
n
d
p
r
o
d
u
c
tiv
ity
M
O
V
IN
g
to
elec
tr
ic
v
eh
ic
les
r
ed
u
c
es
c
o
m
p
o
n
en
t
c
o
u
n
t
a
n
d
r
ed
u
c
es
a
s
s
em
b
ly
a
n
d
Tes
tin
g
c
o
m
p
lex
ity

U B I Q U I T o u s
W e w o u l d d i e w i t h o u t

U B I Q U I T o u s
W e w o u l d d i e w i t h o u t
r
o
b
o
ts
en
jo
y
ex
p
o
n
en
tia
l
lea
r
n
in
g
a
n
d
h
u
m
a
n
s
c
a
n
n
o
t
d
o
th
is

ALARMIST STUFF
U n t h i n k i n g, u n e d u c a t e d , u n re a l

Machine Threat
Unfounded, unrealistic, naive
Automation has never reduced the ranks of
the employed - quite the reverse!
It often displaces people and
introduces the need for
many new skills and
capabilities - often,
not pre-existing !
Machines and Automation have,
and continue to, power all human
creativity, societal change, scientific
advance and discovery

Reality Check
C o n t i n u i n g t o p r o s p e r
We cannot support the human population
and enjoy the good quality food and the
h i gh q ua l it y products
we now take for
g r a n t e d !
O u r d e p e n d e n c y
o n m a c h i n e s i s n o w
t o t a l & s p a n s a l m o s t
e v e r y t h i n g f r o m f o o d
production, to housing,
h e a t , l i g h t , p o w e r, a n d
a p p l i a n c e s , l u x u r i e s a n d
t r a n s p o r t a t i o n , c l o t h i n g ,
m e d i c i n e s …w o r k a n d p l a y
A u t o m a t i o n a c r o s s a l l o u r
s u p p l y c h a i n s i s e s s e n t i a l a s
it is wa y beyond hu ma n a bilit y

R e a l i t y C h e c k
S m a r t v D u m b O p t i o n s
Dumb: H o w m a n y p e o p l e
can we get rid of to reduce
payroll & improve the RoI ?
S m a r t : How can we retrain
and repurpose our people
t o g r o w t h e b u s i n e s s b y
e x p a n d i n g o u r p o r t f o l i o
and increase the RoI ?
A I , Ro b o t i c s , A u t o m a t i o n
are outstanding at dealing with
t h e k n o w n , b u t p e o p l e a re a d a p t i v e
and creative in dealing with surprises

N O C O N S T R A I N T S
L i m i t e d o n l y b y o u r i m a g i n a t i o n

N O C O N S T R A I N T S
L i m i t e d o n l y b y o u r i m a g i n a t i o n
A
u
to
m
a
tio
n
o
f
s
er
v
ic
e
d
eliv
er
y
is
a
b
o
u
t
g
iv
in
g
th
e
c
u
s
to
m
er
to
ta
l
c
o
n
tr
o
l
tH
e
B
ig
c
h
a
llen
g
e
is
to
m
a
k
e
it
en
tir
ely
in
tu
itiv
e
w
ith
o
u
t
th
e
n
eed
fo
r
tr
a
in
in
g
o
r
m
u
c
h
th
in
k
in
g

YESN0
Enter Store
Order a sandwich
Take mobile from pocket
Open mobile
Enter PIN
Swipe to icon
Open app
Tap mobile on terminal
Collect Sandwich
Sit and eat
Enter store
Collect sandwich
Sit and eat
T O T H E C O R E
I w a n t t o e a t a s a n d w i c h !

YESN0
Enter Store
Order a sandwich
Take mobile from pocket
Open mobile
Enter PIN
Swipe to icon
Open app
Tap mobile on terminal
Collect Sandwich
Sit and eat
Enter store
Collect sandwich
Sit and eat
T O T H E C O R E
I w a n t t o e a t a s a n d w i c h !
What
I Have
To Do!
What I
Want
To Do!
g
r
ea
t
ser
v
ic
e
pr
o
v
id
er
s
ta
k
e
th
e
c
usto
m
er
s
pa
in
a
w
a
y
a
n
d
m
a
k
e
life
ea
sier

N at u r a l M M I
V o i c e , To u c h , P o i n t , W a v e
Don Norman 1990:“The real problem with interfaces is
they get in the way. I don’t want to focus my energies
on an interface. I want to focus on the job…”
Peter Cochrane 1991:“Technology is supposed to be our
servant and not the other way around”

F a m i l i a r i t y
B r e e d s c o n f i d e n c e
The nearer we are to an interface and
experience we have had before the
more confident and relaxed we
become in a new environment…Growing need
Responsiveness
Established trust
Pain free delivery
Reasonable costs
Timely Offering
Great support
Assured quality
Uniqueness
Reliability
Reliability

OLD
NEW
the transition
N o n o r m s - p e r s o n a l i s e i t a l l
User
RoI
User
RoI
You continue to learn
& adapt to the Service
Service continues to learn
and adapt to You
You read
and learn
about the
service
No reading
required it
just works
A read, install, stumble
around, and discover process
with initial pain & little gain..
..with almost zip useful
feedback to the design team!
Install and use, explore as
the service adapts to users in
real time..
.. continual user experience
and needs feedback to the
design team!

Z
L U C K !
CV-19 Driver ?
An easy to use conferencing app/service now established
at home, in the office across government, education and
commerce that has grown exponentially…

Z
L U C K !
CV-19 Driver ?
An easy to use conferencing app/service now established
at home, in the office across government, education and
commerce that has grown exponentially…
N
O
H
a
n
d
b
o
o
k
M
in
im
a
l
g
u
id
a
n
c
e
lo
a
d
a
n
d
p
la
y
v
o
y
a
g
e
o
f
d
is
c
o
v
er
y

h a n d b o o k s
U s e r G u i d e s / T u t o r i a l s An admission of poor design -
apps/services that should be
as intuitive as possible - with
‘boot’ to a basic mode and
ready for the customer to
play/use/apply!
The extent of a design failure is
inversely proportional to the
weight of a handbook and/or the
length of a training tutorial + the
number of calls for help!
Customer experiences
like this lose
business & reputation!

u s a b i l i t y
S h o u l d b e p r i m e n o t t h e U I
PC = Personal and not Perverse Computing
Banish GeekSpeak & Complexity
Embrace natural-human processes
Systems should adapt to individuals
Cater for people and not computers
Add value and not more pain!

r e a d i n g ?
A m o s t i n e f f i c i e n t m o d e
Taking paper documents and
putting them on a screen
is a really bad idea!
Manual creation of written
documents is an even
worse idea!
If a picture is worth 1k words
An animated picture is worth 1M
3D AR interaction is worth 1G

n e v e r d o t h i s !
A s c r e e n i s n o t a d e a d s p a c e
Reading on a screen is a painful tiring
process and the screed is a ‘live’ space
- using print only is missing the point
and a big opportunity!

n e v e r d o t h i s !
A s c r e e n i s n o t a d e a d s p a c e
Reading on a screen is a painful tiring
process and the screed is a ‘live’ space
- using print only is missing the point
and a big opportunity!

n e v e r d o t h i s !
A s c r e e n i s n o t a d e a d s p a c e
Reading on a screen is a painful tiring
process and the screed is a ‘live’ space
- using print only is missing the point
and a big opportunity!
Managers, leaders, designers, coders
can produce video commentaries,
tours, demonstrations and more

AI Document Creation
D o m i n a n t m o d e f o r F i n a n c i a l S e c t o r

AI Document Creation
D o m i n a n t m o d e f o r F i n a n c i a l S e c t o r

AI Document Creation
D o m i n a n t m o d e f o r F i n a n c i a l S e c t o r
M
o
s
t
fin
a
n
c
ia
l
r
ep
o
r
ts
a
r
e
n
o
w
w
r
itten
/c
o
m
p
iled
a
n
d
p
u
b
lis
h
ed
b
y
A
I
M
o
s
t
d
efin
itely
c
o
m
in
g
to
y
o
u
r
s
ec
to
r
v
er
y
s
o
o
n
a
u
to
m
a
ted
d
o
c
u
m
en
ta
tio
n
c
r
ea
tio
n
m
a
y
n
o
t
b
e
a
d
r
ea
m
fo
r
s
o
v
er
y
lo
n
g

A I I B M W A T S O N
A u t o m a t e d c r i t i c a l a n a l y s i s
4M Documents Read
10 Documents Core
3k Sentences Analysed

TOP 10 ONLINE
P a i d f o r s e r v i c e s b y v a l u e

projec t Docum ent
G o o d o r b a d t r y w o r k i n g w i t h o u t i t !
“ I m a g i n e ; a m o n e y w i n n i n g s e r v i c e h i t s a m a j o r
p r o b l e m , o r r e q u i r e s n e w f e a t u r e s / a c h a n g e o f
p l a t f o r m . B U T , t h e o r i g i n a l d e s i g n , e n g i n e e r i n g /
c o d i n g / r o l l - o u t / s u p p o r t t e a m s a r e l o n g g o n e ”
“ P o o r / N o d o c u m e n t a t i o n w i l l s e e y o u f l y i n g b l i n d !
W h y w a s t h e s e r v i c e d e s i g n e d & c o n f i g u r e d s o ; w h y
t h e p a r t i c u l a r p l a t f o r m a n d s o f t w a r e ; a n d h o w c o m e
s e c u r i t y l o o k s l i k e a n a f t e r t h o u g h t a n d a l i a b i l i t y ? ”

THE BIG BOYS !
G l o b a l o n - l i n e l e a g u e t a b l e
To p 1 0 : 5 x U S A + 5 x C h i n a
N o U K o r E U ? ?

THE BIG BOYS !
G l o b a l o n - l i n e l e a g u e t a b l e
To p 2 0 : 7 x U S A + 2 x C h i n a
N o U K o r E U ? ?

THE BIG BOYS !
G l o b a l o n - l i n e l e a g u e t a b l e
N e x t 1 5 : 3 x U S A + 2 x C h i n a
U K E n t r i e s @ 3 5 , 4 0 a n d 7 2

THE BIG BOYS !
G l o b a l Te c h C o l e a g u e t a b l e
H a r d w a r e
S o f t w a r e
A p p s
S e r v i c e s
8 x U S A
2 x C h i n a
2 x K o r e a
3 x J a p a n
0 x E U / U K

n e e d f o r s ta n d a r d s
L o v e e m o r h a t e e m t h e y a r e g o o d f o r y o u
“ A w e l l t h o u g h t o u t a n d ‘ r o a d t e s t e d ’
d o c u m e n t a t i o n p r o - f o r m a / s y s t e m i s a s
e s s e n t i a l a s a p i l o t s c h e c k l i s t . ”
“ I t i s s o e a s y t o o v e r l o o k / f o r g e t v i t a l
i t e m s i n t h e p r o c e s s o f t r y i n g t o h i t
d e l i v e r y d e a d l i n e s ”
“ S h o r t t e r m d e l i v e r a d v a n t a g e i s a
p o o r g a i n a g a i n s t l o n g t e r m d e l i v e r y
a n d s u p p o r t p r o b l e m s ”

C o n s e q u e n c e s
T h e t r a g i c l o s s o f l i f e & t r u s t
“ M a n a g e m e n t d r i v e n s h o r t c u t s i n c l u d i n g
t h e a b a n d o n m e n t o f w e l l d o c u m e n t e d
s a f e t y s t a n d a r d s , d e s i g n p r a c t i c e s , a n d
b u i l d p r o c e s s e s e s t a b l i s h e d o v e r
d e c a d e s ”
B o e i n g 7 3 7 M a x

C o n s e q u e n c e s
T h e t r a g i c l o s s o f l i f e & t r u s t
“ M a n a g e m e n t d r i v e n s h o r t c u t s i n c l u d i n g
t h e a b a n d o n m e n t o f w e l l d o c u m e n t e d
s a f e t y s t a n d a r d s , d e s i g n p r a c t i c e s , a n d
b u i l d p r o c e s s e s e s t a b l i s h e d o v e r
d e c a d e s ”
B o e i n g 7 3 7 M a x
g
o
o
d
d
o
c
u
m
en
ta
tio
n
is
v
ita
l
fo
r
effic
ien
t
a
n
d
effec
tiv
e
a
u
d
its
p
r
e
a
n
d
p
o
s
t
d
ep
lo
y
m
en
t

MANGEMENT challenGE
T h e c o - h a b i t a t i o n o f c h a o s a n d o r d e r
S a n d a l s
C r e a t i v i t y
D e m a n d s
F r e e d o m
C h a o s
S u i t s
D e l i v e r y
D e m a n d s
P r o c e s s
O r d e r
P o l e s
A p a r t
I d e a s P r o t o t y p e M a r k e t i n g D e p l o y S e r v i c e
R & D D e m o S a l e s T r i a l S u p p o r t
P e o p l e
M o v e m e n t
A t h e i s t s D o c u m e n t a t i o n R e l i g i o u s

t h e f u t u r e
i n t e g r a t e d i n f o r m a t i o n
U s e r
S e r v i c e
Provider
D a t a
&
D o c s
AI a prime component
Services to evolve faster
Users become part of the design

T h a n k Y o u
www.petercochrane.com
“Things that Think want to Link
and
Things that Link want to Think”