Technology decisions are most durable when they begin with the work people are trying to do, the information they need, and the risks worth managing.
Watch for repeated interpretation
When people repeatedly read documents, triage inquiries, compare records, or assemble the same report, there may be an opportunity to reduce manual effort.
Protect the exception path
Useful automation makes routine work faster while creating a clear human path for exceptions, ambiguity, and high-impact decisions.
Measure the handoff
Choose an observable signal: time to response, incomplete records, rework, or queue visibility. It makes the next improvement easier to choose.