The blue bar on the eighty-two-inch monitor pulsed with a rhythmic, mocking glow. Marcus, the lead consultant whose tie was exactly the same shade of cerulean as the progress indicator, adjusted his cuffs and smiled at the board of directors. He clicked a button. Then he clicked another. By the time he reached the twelfth click, he was triumphantly demonstrating how a PDF of a signature could be manually dragged into a ‘secure container’ which would then trigger an automated email to a supervisor who had to-you guessed it-download that same PDF to verify the pixels. I sat in the back of the room, feeling the hum of the air conditioning in my teeth, wondering if anyone else realized we had just spent two years and $2,000,002 to turn a thirty-second walk to a filing cabinet into a twenty-two-minute digital odyssey.
I’d spent my morning before this meeting doing something equally obsessive: comparing the prices of identical rechargeable batteries across thirty-two different websites. It’s a strange habit I have. I wanted to see if the ‘digital convenience’ of a different interface changed the underlying value of a 1.2-volt cell. It didn’t. The price fluctuated by pennies, but the battery remained the same. Most digital transformations are exactly like those batteries. We wrap the same tired, inefficient process in a glossy new UI and act as if we’ve invented