It struck me as being a prime example of people finding a way of doing things that wasn't originally anticipated in the design of the thing.
When they first built the store and surrounded it by roads, nobody imagined that people would actually want to walk to the store. But people found a way. What's more they found the path of least resistance to achieve their goals.
The same happens in processes. You can design a process in whatever way you want, but people (users) will always find the easiest way to achieve their goal, and it may ot be by using the process in the way you anticipated. More often than not this should be the way the process should be designed in the first place.
Always bear this in mind when designing processes.
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