I really like the way you framed “operations theater” and the cost of treating people like variables. Feels like the challenge (and opportunity) is building systems that not only respect efficiency but also respect the messy ways people actually create, connect, and adapt.
we had a fun UX jam today imaginatively redesigning the client onboarding process. by the end of the hour, something more mechanical got all sorts of human graffiti.
This really hits a nerve with me- so many businesses mistake “efficient” for “soulless”, and the result is processes nobody wants to follow. I like how you called out those “shadow processes”, because that’s exactly what happens when teams are boxed into robotic checklists that ignore reality. According to Deloitte, 79% of organisations that succeed with AI put human-centred design at the heart of their strategy (https://www2.deloitte.com), so your point about AI as a smart assistant rather than a replacement couldn’t be more spot-on. The reminder that names, context and accountability matter is gold.
In your experience, what’s the quickest way a founder can spot when their operations have drifted into “theatre” rather than substance?
well said, Katie. You may like the new research coming out of Stanford that’s hitting the press circuit: future of work with AI agents. Highlights where worker desire for AI actually lands. Fits right in to your desire paths!
I really like the way you framed “operations theater” and the cost of treating people like variables. Feels like the challenge (and opportunity) is building systems that not only respect efficiency but also respect the messy ways people actually create, connect, and adapt.
Bingo! Glad it connected.
we had a fun UX jam today imaginatively redesigning the client onboarding process. by the end of the hour, something more mechanical got all sorts of human graffiti.
Function and beauty??
the interplay is…
This really hits a nerve with me- so many businesses mistake “efficient” for “soulless”, and the result is processes nobody wants to follow. I like how you called out those “shadow processes”, because that’s exactly what happens when teams are boxed into robotic checklists that ignore reality. According to Deloitte, 79% of organisations that succeed with AI put human-centred design at the heart of their strategy (https://www2.deloitte.com), so your point about AI as a smart assistant rather than a replacement couldn’t be more spot-on. The reminder that names, context and accountability matter is gold.
In your experience, what’s the quickest way a founder can spot when their operations have drifted into “theatre” rather than substance?
well said, Katie. You may like the new research coming out of Stanford that’s hitting the press circuit: future of work with AI agents. Highlights where worker desire for AI actually lands. Fits right in to your desire paths!
Thanks for the great article, it nails the symptoms of dehumanized processes perfectly.
I just want to add that early AI adoption is rarely a purely technological mistake.
It’s often a strategic symptom of resource scarcity and cultural blindness.
Founders try to patch structural issues, lack of talent, lack of adaptability, with technology.
Those are the causes that rarely make it into the conversation.
What everyone sees are the symptoms: processes that feel cold, rigid, and disconnected from reality.
In the short term, the KPI dashboard looks great.
But over time, you end up with a system that no longer reflects reality, and even the most polished SOPs turn into nothing but stage props.
#AI #Leadership #Operations #Startups #HumanCenteredDesign #SubstackWriters