For the vast majority of history the progress of our species and civilisation was limited by a very few artisans - the workers of metal, wood, leather and cloth along with famers and distribution networks. Specifically, the number of skilled blacksmiths determined the rate of sword, knife, lance and armour production, and ultimately the size of empires. The turning point came in the eaten 1700s when the Royal Navy was expanding to explore and colonies the planer. Nails were the problem with more than 20k required per ship! So this was the first item to be mad automatically, followed by wooden blocks for the rigging. The water mills constructed to power the production therefore mark the start of Industry 1.0 and the growth of the British Empire. The spread of automation through Industry 2, 3 and 4 accelerated and empowered us to do more and more using less and less people, power and materials. Without it we could not support the population of the planet or the lifestyle we enjoy. Remarkably, at no time during this process have we seen mass unemployment, and consistently, more and more jobs have been created. In brief, better production capabilities have seen the creation of better tools, which in turn has led to better productivity and better quality. The process has been evident in everything hardware, and much of entertainment ,design, and software, with services perhaps the last bastion of human based delivery and support. However; the on-line world and rise of AI are now changing the balance across retail, banking, insurance, accountancy, and services in general.

1. T H E
A U T O M A T I O N
O F S E R V I C E S
P r o f P e t e r C o c h r a n e O B E
w w w. p e t e r c o c h r a n e . c o m

2. C O N S T R A I N T
N u m b e r o f a r t i s a n s
For millennia the size of armies and
empires was dictated by the number of
artisans slowly making weapons and
armour by hand one item at a time…
Th
e
ev
o
lu
tio
n
o
f
w
ea
p
o
n
s
w
a
s
lim
ited
b
y
s
lo
w
m
a
n
u
a
l
p
r
o
d
u
c
tio
n
m
eth
o
d
s

3. F O R G I N G A S W O R D
O n e o r t w o m e n ~ 3 u n i t s / d a y

5. A u t o m a t i o n
S t a r t e d w i t h t h e n a i l
Ev
en
w
ith
M
o
u
ld
s
d
ies
a
n
d
Jig
s
N
a
il
p
r
o
d
u
c
tio
n
w
a
s
lim
ited
b
y
th
e
n
u
m
b
er
o
f
b
la
c
k
s
m
ith
s

6. THE Block LIMIT
S e t t h e s i z e o f n a v y & e m p i r e
Manufacturing blocks for the
RN appears to be the second
example of automation
Th
is
is
th
e
o
r
ig
in
a
l
w
a
ter
p
o
w
er
ed
P
r
o
d
u
c
tio
n
s
h
o
p
A
t
P
o
r
ts
m
o
u
th
D
o
c
k

7. Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e

8. Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e INDUSTRY 5.0
Smart Materials
Programmed
Form & Function
Evolving
Sentient
Living?

9. Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e INDUSTRY 5.0
Smart Materials
Programmed
Form & Function
Evolving
Sentient
Living?
Accelerating
Human
Progress

10. Mechanisation
Steam Power
Weaving Looms
Cyber Physical
Nano-Bio Tech
AI, Robotics, IoT
Mass Production
Assembly Line
Electric Power
Automation
Computer
ControlWater Power
F U L L S t o r y
O n e s t e p / l e a p a t a t i m e INDUSTRY 5.0
Smart Materials
Programmed
Form & Function
Evolving
Sentient
Living?
Accelerating
Human
Progress
Sentient/Evolutionary
Intelligent/Adaptable
Electronic
Mechatronic
Electro-Mechanical
Mechanical

11. M o r e a n d M o r e
F o r l e s s a n d l e s s f o r e v e r y o n e
Automation now means we can
produce and deploy ~2Bn mobile
units every year…
“The majority of theses are now
more powerful than the Cray 2
SuperComputer of 1985”

12. a u t o m at e d p r o d u c t i o n
A l l o u r g o o d s - e v e r y t h i n g w e c o n s u m e & u s e
U
n
b
eliev
a
b
le
q
u
a
lity
a
n
d
q
u
a
n
tities
a
t
U
n
b
eliev
a
b
ly
lo
w
c
o
s
t
a
n
d
p
r
ic
e

13. P R I N T I N G A 3 8 0 W I N G S
C o m p o s i t e o f m e t a l a n d c a r b o n f i b r e
Th
e
p
r
in
ted
d
o
c
u
m
en
ta
tio
n
fo
r
a
n
a
ir
c
r
a
ft
w
ill
n
o
lo
n
g
er
fit
in
th
e
a
ir
c
r
a
ft
A
u
to
m
a
tio
n
r
o
b
o
ts
A
I
d
o
th
o
s
e
th
in
g
s
th
a
t
a
r
e
b
ey
o
n
d
h
u
m
a
n
a
b
ilities

14. F E E D I N G T H E W O R L D
7 B n m o u t h s n e e d a u t o m a t e d f a r m i n g

15. F E E D I N G T H E W O R L D
7 B n m o u t h s n e e d a u t o m a t e d f a r m i n g
To
d
a
y
a
ll
a
u
to
m
a
ted
a
n
d
r
o
b
o
tic
p
o
w
er
ed
b
y
A
I a
n
d
G
P
S
w
ith
h
u
m
a
n
g
u
a
r
d
ia
n
s

16. H u m a n - R o b o t M i x
P e o p l e d o w h a t a u t o m a t i o n c a n ’ t

17. H u m a n - R o b o t M i x
P e o p l e d o w h a t a u t o m a t i o n c a n ’ t
D
es
ig
n
in
g
m
o
r
e
p
eo
p
le
o
u
t
o
f
th
e
p
r
o
d
u
c
tio
n
lin
e
im
p
r
o
v
es
p
r
o
d
u
c
t
r
elia
b
ility
a
n
d
p
r
o
d
u
c
tiv
ity
M
O
V
IN
g
to
elec
tr
ic
v
eh
ic
les
r
ed
u
c
es
c
o
m
p
o
n
en
t
c
o
u
n
t
a
n
d
r
ed
u
c
es
a
s
s
em
b
ly
a
n
d
Tes
tin
g
c
o
m
p
lex
ity

18. U B I Q U I T o u s
W e w o u l d d i e w i t h o u t

19. U B I Q U I T o u s
W e w o u l d d i e w i t h o u t
r
o
b
o
ts
en
jo
y
ex
p
o
n
en
tia
l
lea
r
n
in
g
a
n
d
h
u
m
a
n
s
c
a
n
n
o
t
d
o
th
is

20. ALARMIST STUFF
U n t h i n k i n g, u n e d u c a t e d , u n re a l

21. Machine Threat
Unfounded, unrealistic, naive
Automation has never reduced the ranks of
the employed - quite the reverse!
It often displaces people and
introduces the need for
many new skills and
capabilities - often,
not pre-existing !
Machines and Automation have,
and continue to, power all human
creativity, societal change, scientific
advance and discovery

22. Reality Check
C o n t i n u i n g t o p r o s p e r
We cannot support the human population
and enjoy the good quality food and the
h i gh q ua l it y products
we now take for
g r a n t e d !
O u r d e p e n d e n c y
o n m a c h i n e s i s n o w
t o t a l & s p a n s a l m o s t
e v e r y t h i n g f r o m f o o d
production, to housing,
h e a t , l i g h t , p o w e r, a n d
a p p l i a n c e s , l u x u r i e s a n d
t r a n s p o r t a t i o n , c l o t h i n g ,
m e d i c i n e s …w o r k a n d p l a y
A u t o m a t i o n a c r o s s a l l o u r
s u p p l y c h a i n s i s e s s e n t i a l a s
it is wa y beyond hu ma n a bilit y

23. R e a l i t y C h e c k
S m a r t v D u m b O p t i o n s
Dumb: H o w m a n y p e o p l e
can we get rid of to reduce
payroll & improve the RoI ?
S m a r t : How can we retrain
and repurpose our people
t o g r o w t h e b u s i n e s s b y
e x p a n d i n g o u r p o r t f o l i o
and increase the RoI ?
A I , Ro b o t i c s , A u t o m a t i o n
are outstanding at dealing with
t h e k n o w n , b u t p e o p l e a re a d a p t i v e
and creative in dealing with surprises

24. N O C O N S T R A I N T S
L i m i t e d o n l y b y o u r i m a g i n a t i o n

25. N O C O N S T R A I N T S
L i m i t e d o n l y b y o u r i m a g i n a t i o n
A
u
to
m
a
tio
n
o
f
s
er
v
ic
e
d
eliv
er
y
is
a
b
o
u
t
g
iv
in
g
th
e
c
u
s
to
m
er
to
ta
l
c
o
n
tr
o
l
tH
e
B
ig
c
h
a
llen
g
e
is
to
m
a
k
e
it
en
tir
ely
in
tu
itiv
e
w
ith
o
u
t
th
e
n
eed
fo
r
tr
a
in
in
g
o
r
m
u
c
h
th
in
k
in
g

26. YESN0
Enter Store
Order a sandwich
Take mobile from pocket
Open mobile
Enter PIN
Swipe to icon
Open app
Tap mobile on terminal
Collect Sandwich
Sit and eat
Enter store
Collect sandwich
Sit and eat
T O T H E C O R E
I w a n t t o e a t a s a n d w i c h !

27. YESN0
Enter Store
Order a sandwich
Take mobile from pocket
Open mobile
Enter PIN
Swipe to icon
Open app
Tap mobile on terminal
Collect Sandwich
Sit and eat
Enter store
Collect sandwich
Sit and eat
T O T H E C O R E
I w a n t t o e a t a s a n d w i c h !
What
I Have
To Do!
What I
Want
To Do!
g
r
ea
t
ser
v
ic
e
pr
o
v
id
er
s
ta
k
e
th
e
c
usto
m
er
s
pa
in
a
w
a
y
a
n
d
m
a
k
e
life
ea
sier

28. N at u r a l M M I
V o i c e , To u c h , P o i n t , W a v e
Don Norman 1990:“The real problem with interfaces is
they get in the way. I don’t want to focus my energies
on an interface. I want to focus on the job…”
Peter Cochrane 1991:“Technology is supposed to be our
servant and not the other way around”

29. F a m i l i a r i t y
B r e e d s c o n f i d e n c e
The nearer we are to an interface and
experience we have had before the
more confident and relaxed we
become in a new environment…Growing need
Responsiveness
Established trust
Pain free delivery
Reasonable costs
Timely Offering
Great support
Assured quality
Uniqueness
Reliability
Reliability

30. OLD
NEW
the transition
N o n o r m s - p e r s o n a l i s e i t a l l
User
RoI
User
RoI
You continue to learn
& adapt to the Service
Service continues to learn
and adapt to You
You read
and learn
about the
service
No reading
required it
just works
A read, install, stumble
around, and discover process
with initial pain & little gain..
..with almost zip useful
feedback to the design team!
Install and use, explore as
the service adapts to users in
real time..
.. continual user experience
and needs feedback to the
design team!

31. Z
L U C K !
CV-19 Driver ?
An easy to use conferencing app/service now established
at home, in the office across government, education and
commerce that has grown exponentially…

32. Z
L U C K !
CV-19 Driver ?
An easy to use conferencing app/service now established
at home, in the office across government, education and
commerce that has grown exponentially…
N
O
H
a
n
d
b
o
o
k
M
in
im
a
l
g
u
id
a
n
c
e
lo
a
d
a
n
d
p
la
y
v
o
y
a
g
e
o
f
d
is
c
o
v
er
y

33. h a n d b o o k s
U s e r G u i d e s / T u t o r i a l s An admission of poor design -
apps/services that should be
as intuitive as possible - with
‘boot’ to a basic mode and
ready for the customer to
play/use/apply!
The extent of a design failure is
inversely proportional to the
weight of a handbook and/or the
length of a training tutorial + the
number of calls for help!
Customer experiences
like this lose
business & reputation!

34. u s a b i l i t y
S h o u l d b e p r i m e n o t t h e U I
PC = Personal and not Perverse Computing
Banish GeekSpeak & Complexity
Embrace natural-human processes
Systems should adapt to individuals
Cater for people and not computers
Add value and not more pain!

35. r e a d i n g ?
A m o s t i n e f f i c i e n t m o d e
Taking paper documents and
putting them on a screen
is a really bad idea!
Manual creation of written
documents is an even
worse idea!
If a picture is worth 1k words
An animated picture is worth 1M
3D AR interaction is worth 1G

36. n e v e r d o t h i s !
A s c r e e n i s n o t a d e a d s p a c e
Reading on a screen is a painful tiring
process and the screed is a ‘live’ space
- using print only is missing the point
and a big opportunity!

37. n e v e r d o t h i s !
A s c r e e n i s n o t a d e a d s p a c e
Reading on a screen is a painful tiring
process and the screed is a ‘live’ space
- using print only is missing the point
and a big opportunity!

38. n e v e r d o t h i s !
A s c r e e n i s n o t a d e a d s p a c e
Reading on a screen is a painful tiring
process and the screed is a ‘live’ space
- using print only is missing the point
and a big opportunity!
Managers, leaders, designers, coders
can produce video commentaries,
tours, demonstrations and more

39. AI Document Creation
D o m i n a n t m o d e f o r F i n a n c i a l S e c t o r

40. AI Document Creation
D o m i n a n t m o d e f o r F i n a n c i a l S e c t o r

41. AI Document Creation
D o m i n a n t m o d e f o r F i n a n c i a l S e c t o r
M
o
s
t
fin
a
n
c
ia
l
r
ep
o
r
ts
a
r
e
n
o
w
w
r
itten
/c
o
m
p
iled
a
n
d
p
u
b
lis
h
ed
b
y
A
I
M
o
s
t
d
efin
itely
c
o
m
in
g
to
y
o
u
r
s
ec
to
r
v
er
y
s
o
o
n
a
u
to
m
a
ted
d
o
c
u
m
en
ta
tio
n
c
r
ea
tio
n
m
a
y
n
o
t
b
e
a
d
r
ea
m
fo
r
s
o
v
er
y
lo
n
g

42. A I I B M W A T S O N
A u t o m a t e d c r i t i c a l a n a l y s i s
4M Documents Read
10 Documents Core
3k Sentences Analysed

43. TOP 10 ONLINE
P a i d f o r s e r v i c e s b y v a l u e

44. projec t Docum ent
G o o d o r b a d t r y w o r k i n g w i t h o u t i t !
“ I m a g i n e ; a m o n e y w i n n i n g s e r v i c e h i t s a m a j o r
p r o b l e m , o r r e q u i r e s n e w f e a t u r e s / a c h a n g e o f
p l a t f o r m . B U T , t h e o r i g i n a l d e s i g n , e n g i n e e r i n g /
c o d i n g / r o l l - o u t / s u p p o r t t e a m s a r e l o n g g o n e ”
“ P o o r / N o d o c u m e n t a t i o n w i l l s e e y o u f l y i n g b l i n d !
W h y w a s t h e s e r v i c e d e s i g n e d & c o n f i g u r e d s o ; w h y
t h e p a r t i c u l a r p l a t f o r m a n d s o f t w a r e ; a n d h o w c o m e
s e c u r i t y l o o k s l i k e a n a f t e r t h o u g h t a n d a l i a b i l i t y ? ”

45. THE BIG BOYS !
G l o b a l o n - l i n e l e a g u e t a b l e
To p 1 0 : 5 x U S A + 5 x C h i n a
N o U K o r E U ? ?

46. THE BIG BOYS !
G l o b a l o n - l i n e l e a g u e t a b l e
To p 2 0 : 7 x U S A + 2 x C h i n a
N o U K o r E U ? ?

47. THE BIG BOYS !
G l o b a l o n - l i n e l e a g u e t a b l e
N e x t 1 5 : 3 x U S A + 2 x C h i n a
U K E n t r i e s @ 3 5 , 4 0 a n d 7 2

48. THE BIG BOYS !
G l o b a l Te c h C o l e a g u e t a b l e
H a r d w a r e
S o f t w a r e
A p p s
S e r v i c e s
8 x U S A
2 x C h i n a
2 x K o r e a
3 x J a p a n
0 x E U / U K

49. n e e d f o r s ta n d a r d s
L o v e e m o r h a t e e m t h e y a r e g o o d f o r y o u
“ A w e l l t h o u g h t o u t a n d ‘ r o a d t e s t e d ’
d o c u m e n t a t i o n p r o - f o r m a / s y s t e m i s a s
e s s e n t i a l a s a p i l o t s c h e c k l i s t . ”
“ I t i s s o e a s y t o o v e r l o o k / f o r g e t v i t a l
i t e m s i n t h e p r o c e s s o f t r y i n g t o h i t
d e l i v e r y d e a d l i n e s ”
“ S h o r t t e r m d e l i v e r a d v a n t a g e i s a
p o o r g a i n a g a i n s t l o n g t e r m d e l i v e r y
a n d s u p p o r t p r o b l e m s ”

50. C o n s e q u e n c e s
T h e t r a g i c l o s s o f l i f e & t r u s t
“ M a n a g e m e n t d r i v e n s h o r t c u t s i n c l u d i n g
t h e a b a n d o n m e n t o f w e l l d o c u m e n t e d
s a f e t y s t a n d a r d s , d e s i g n p r a c t i c e s , a n d
b u i l d p r o c e s s e s e s t a b l i s h e d o v e r
d e c a d e s ”
B o e i n g 7 3 7 M a x

51. C o n s e q u e n c e s
T h e t r a g i c l o s s o f l i f e & t r u s t
“ M a n a g e m e n t d r i v e n s h o r t c u t s i n c l u d i n g
t h e a b a n d o n m e n t o f w e l l d o c u m e n t e d
s a f e t y s t a n d a r d s , d e s i g n p r a c t i c e s , a n d
b u i l d p r o c e s s e s e s t a b l i s h e d o v e r
d e c a d e s ”
B o e i n g 7 3 7 M a x
g
o
o
d
d
o
c
u
m
en
ta
tio
n
is
v
ita
l
fo
r
effic
ien
t
a
n
d
effec
tiv
e
a
u
d
its
p
r
e
a
n
d
p
o
s
t
d
ep
lo
y
m
en
t

52. MANGEMENT challenGE
T h e c o - h a b i t a t i o n o f c h a o s a n d o r d e r
S a n d a l s
C r e a t i v i t y
D e m a n d s
F r e e d o m
C h a o s
S u i t s
D e l i v e r y
D e m a n d s
P r o c e s s
O r d e r
P o l e s
A p a r t
I d e a s P r o t o t y p e M a r k e t i n g D e p l o y S e r v i c e
R & D D e m o S a l e s T r i a l S u p p o r t
P e o p l e
M o v e m e n t
A t h e i s t s D o c u m e n t a t i o n R e l i g i o u s

53. t h e f u t u r e
i n t e g r a t e d i n f o r m a t i o n
U s e r
S e r v i c e
Provider
D a t a
&
D o c s
AI a prime component
Services to evolve faster
Users become part of the design

54. T h a n k Y o u
www.petercochrane.com
“Things that Think want to Link
and
Things that Link want to Think”