How do we maintain our agency with technology on the rise?
As I looked at the frothed milk in the stainless steel jug, I was filled with pride. When you are frothing milk there is a shining, silky texture giving feedback, you’ve done your job right. Beginning the morning work shift making my own coffee was equivalent to making my bed in the morning. A small indication of shaped success I could roll with.
“Just look at this milk, aw man, it looks so good!” I exclaimed.
My colleague rolled her eyes, at least it sounded like she did, “What are you on about?”
“This milk! It’s perfect.” I was mesmerised, I tapped the jug lightly on the benchtop, then swirled its contents, “I did this, I made this milk so silky. My skill.” I smiled, I was sounding ridiculous, but I tend to say what I think when I feel safe to do so. And I am a strange one.
I didn’t see the customer in the store, quietly laughing to herself. When she appeared from behind the shelving that had blocked her from my view, she looked at me square in the eyes. Her grin evident.
“I know exactly what you mean.”
Turned out the woman worked in a cafe who had recently purchased an automatic frothing machine that took over the role of frothing the milk, the process I had been raving about moments before.
“The boss recently asked if I was using the machine. I told him no.” She explained. “Why would I when I could do the job myself? I feel accomplished when I make the milk perfect.”
I eagerly agreed, “Exactly! There is ownership!.” discovering a kindred spirit in my stranger encounter.
I am positive my colleague thought us nutcases.
In my opinion, taking away people’s ownership over their role is a mistake. And is giving technology a terrible reputation.
It occurs to me, for the stranger I met, the people in charge are so caught up in streamlining and efficiency, they are denying the involvement of people in the processes.
We are no longer cogs in the machine, we’ve become the lubricant.
Stop taking people out of the equation.
The machine’s website boasts the time baristas get for customer service when the machine takes over milk frothing.
Except…. the baristas I know hold conversation while making the coffee. I used to watch the barista at my local coffee shop, when I was taking a break from writing. He moved as if in a trance.
A flow state.
In some circles the most sought after human experience.
I know one of my colleagues is thrilled when she gets multiple orders and is able to put two jugs of milk on at the same time, trusting her own skills to meet the challenge head-on, and deliver speedy, quality, coffee.
She is challenged, yet the skill required is not out of her reach, when we make it through a rush together while connecting to customers – it feels good.
So, I’m not sure the – ‘frees baristas up for customer service’ is wholly accurate.
Not to mention, if a company is actively seeking efficiency, they likely have an app taking their orders.
Really, at what point does human connection happen in the new protocol designs and processes coming through?
It concerns me the way people are implementing technology to take people out of the equation.
Companies wonder why employees are apathetic.
Apathy is when people perceive there is no challenge at all or the challenge is irrelevant to them they can lack goal orientation.
Companies wonder why they have apathetic staff. Take away the challenge, the need to build skills, goal-directed activity, and what do you have left?
I am not against technology.
I love it.
But there is a reason I am interested in challenging how connections between technology and humans are framed.
It comes down to what factors are being considered in the decision making.
The numbers can add up, the data can be solid. But what data is being selected?
If you leave out the cognitive ability of the individual, you lose the connection to your agent. The agent you are creating the environment for.
For example, if you’re designing a machine that takes our need for silky milk skills, if you take away the feeling of pride from a job well done, you need to replace the feeling.
At least give us something fun to replace the feeling. Why not put in the effort to train staff in cappuccino designs?
Better yet, why not ASK the staff? Why not give OPTIONS?
As the customer I had connected with left, I felt validated. Yes. We need ownership over our roles, skills applied to challenges.
It’s not clean cut though.
My colleague piped up after the customer left.
“I would love a milk frothing machine.”
In her role, coffee making is not the prime skill to possess. Her role is less customer facing, more stock replenishment and cleaning. I personally think she is working from a space of relaxation while working. While I generally aim for control.
The machine would suit her to a T.
To be clear. I am not against the machine.
I am against the incorporation of technology taking away the agency of a skilled employee, who – without a purpose – may develop apathy towards a position requiring little more than lubricating the cogs in a system.
Yes, we have downgraded from being a cog in the wheel, to straight up WD-40.
I know I need ownership over my role, I need to feel as though my skills are of use, whether that is customer service, making coffee, when I was teaching, or most recently, writing.
I need to feel as though what I am doing is based on the premise I am providing a service only I can. I crave agency. Even when it comes in the form of silky milk.