When three clicks is actually 20
October 28, 2026
A process that sounds like three clicks can turn out to be 20 clicks across four different windows.
In Part 4 of 5 of our AI Readiness conversation, I said that when someone walks me through their process, I'm pretty relentless about the next click. Here's what that turns up:
"when they said their process was three clicks. And it's actually 20. And four different windows."
And the answer that tells me the process depends on one person:
"oh, I know this customer. Okay, do you see how we cannot build a process around you just knowing the answer?"
My co-host Erin Wiggers had her own version:
"oh, I just did a quick calculation in my head. … How is that helping anyone else?"
Ask for the next click, and ask how they knew to take it.
Where this came from
Why a Bad Process Becomes Bad Automation — AI Readiness, Part 4Watch the full conversation this clip was pulled from.
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