
Dion Hinchcliffe #AdobeSummit79

























Q3. What can organizations learn from the automation that supports consumer services such as Uber or OpenTable use? #Know15

Farah Remtulla
A3: Requests can be fulfilled without the incessant need to categorize, fill in mandatory fields, and answer questions. #keepitsimple

Steve Emerson
A3: With feature-rich cloud based platforms available today, there is no reason why we can’t do the same within the enterprise

Jason Wojahn
By automating organizations can elaborate their opportunities to transform their environment. Signals vs noise

Shane Carlson
A3: The biggest take away from those services is that ease of use and service quality are one of the fastest paths to adoption. People want to push a button and know they will get the result they expect.

Chris Pope
A3: its simple its intuitive and I want to use it, I get instant updates to where my requests are and whats going on, I keep control...yet IT or Enterprise Products are quite the opposite....control is not service...

Colleen Haikes
A3: Raise our expectations in the office and demand a better way to get that work done #noemail

Jason Wojahn
Not every automation needs to be #Uber-esque" to be meaningful in a biz #Keepitsimple

Jeff Frick
@sitare21 YES YES YES - so many process demand repeating the same info over and over. Perfect opportunity for automation, and pulling available data from disparate systems to complete the requirements

Dion Hinchcliffe #AdobeSummit
As organizations, I believe we have a lot to learn from modern consumer applications: Simplicity, user-centricity, extremely low friction, beautiful designs, and being a joy to use.

Farah Remtulla
@ITSMPundit Speaking of pushing buttons, Amazon is a great example. You get to pick your buttons, push em' when you want to, and POOF, what you want will arrive at your door!

Jason Wojahn
@JeffFrick Not to mention an chance to "not" ask for the same information twice... or more

Steve Emerson
@sitare21 Agreed Farah. A single search box works every time. Just ask Google.

Chris Pope
You can only automate it if it works manually in the first place...else its a giant paperweight nobody wants nor does it work and provide the value

Ariana Gradow
@ITSMPundit Agree with you there.

Farah Remtulla
@Chris_Pope_NOW Agreed - automating a bad process just gets you the same bad result...faster

Jason Wojahn
@chris_Pope_NOW Start with the process and the automation will follow... capable meets capable.

Jeff Frick
> And I believe, these apps/experiences are raising the bar for expected interaction behavior with ALL apps. Young people don't know a pre Google / Amazon / Facebook world

Ariana Gradow
.@dhinchcliffe creating an easy to use product that is available anytime, anywhere

Colleen Haikes
@sitare21 Agree, we don't need to have transparency of who gets asked, etc. We want 2 things: 1)status and 2) outcome.

Dion Hinchcliffe #AdobeSummit
@jason_wojahn And too much automation is inflexible, making it very hard to improve once you've created it. Either have simple tools that support process or more structure that can be easily changed.

Jason Wojahn
@JeffFrick Apps or automated workflow on a unified platform.. fine line

Colleen Haikes
How much better would work be if we got notification "Your Request has been Shipped/Approved" instead of seeing that process?

Jason Wojahn
@cahaikes Even better if you can opt in/opt out of those comms and choose distribution method

Shane Carlson
Also we should never ask people for information in the course of providing a service that we should already know. i.e. Name, Location, Payment info, org hierarchy.

Jason Wojahn
Agreed on inflexibility, process must evolved over-time and the tools must follow

Jason Wojahn
@Chris_Pope_NOW #POOFNOW Is that the dance you were just doing?