People and systems are good at different things. Focus systems on repetitive tasks and people on matters that require empathy. Optimize for scalability by integrating process, technology and people (PTP).
Define Processes from start to finish.
Understand input, throughput and output. Start with a simple drawing of how things should work. Use it to guide your design thinking.
Match Technology to business problems.
Maximize ease of use and minimize memorization in order to deliver the biggest impacts.
Optimize People by focusing their efforts on customer engagement, problem solving and matters that require creativity.
Don't ask a person to do what a computer is good at and vice versa.