PEOPLE FIRST / WORKING SHEETS

Bring one decision.

Choose a process your team knows well. Use these four frameworks to find the friction, consider what to change, set the human boundaries, and decide what better work should make possible.

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Use them with the person who does the work. Paper and a pen are enough. Use fictional examples or remove identifying details.

01

The Friction Map

Where does the work get stuck, and who feels it?

See the questions
What should this process make possible, and what matters to the people doing it?
Where do people wait, enter information twice or send work back for corrections?
How often does it happen, and who gets held up?
What have we observed or measured, and what is still an assumption?
Where should we start, considering impact, effort and the team's readiness?
02

Before the Bot

Do we need this task at all?

See the questions
Who uses the result, and what would happen if we stopped doing this task?
Which steps could we remove or simplify without losing what matters?
Could a tool or capability we already have be enough?
What needs human judgment, and where could clear rules or AI help?
What will it take to run and maintain, and what small test would help us choose?
03

The Human Line

Where does a person need to stay involved?

See the questions
What harm could an error cause, and how can someone correct or challenge it?
Where do empathy, context or human judgment matter?
What may the system do, and what needs review and approval before action?
When must it stop and hand over, and to whom?
What information and training does the reviewer need, and how will we check that review actually happens?
04

Time for What?

What will the time we free up make possible?

See the questions
How much time and effort does this task take today, and how do we know?
What would the team like to do with the time recovered?
How much time will review, corrections and maintenance still take?
Was time actually freed up, or did the work move to someone else?
What improved in service or workload, and what do the people affected say?

For the exercise from the talk: Download the three-page decision exercise (English)

A PRACTICAL WORKSHOP

Work through it together

In the workshop, you bring a process from your own work. We use these sheets, compare ideas in small groups, and work through the tricky parts together. I move between the groups to help you make the next step concrete.

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