Day 15: Do not automate the stranger out of the room.

Have a think: Do not automate the stranger out of the room. The walk: A system is usually designed around the familiar case. The person without the expected language, history, documents, money, body, or access appears later as an exception—and pays for the convenience of everyone else. The thought: Hospitality is not sentiment. It is the discipline of building enough room for someone who did not…