A Manifesto
The People-First Approach.
At Wings, we embrace a People-First Approach to revolutionize the services industry, focusing specifically on in-person interactions. Our manifesto addresses critical sectors such as food and beverage (F&B), hospitality, residential services, transport, and laundry, while also integrating unmanned services like car washes, ATMs, kiosks, and vending machines. By harnessing over seven years of research, we aim to standardize service delivery through a Federation of Services, fostering a services-agnostic interface that enhances user experience and accessibility.
Today
Current State and
Importance of Change
The current landscape of the services industry is characterized by shallow digitization efforts that often fail to penetrate the core of internal logistics, which remain largely analog and heavily reliant on human intervention. Many businesses operate with workflows that are one-way, presuming all systems are functioning smoothly. However, when issues arise, over 90% of users find themselves reverting to analog means to resolve problems, often necessitating multiple phone calls or in-person visits.
Additionally, technologies emerging from Silicon Valley and current robotics are inadequate to meet the present and future needs of humanity in the services sector. These solutions often overlook the complexities of human experience, focusing instead on efficiency without addressing deeper issues like fear, doubt, and anxiety. Clear transparency and genuine empowerment of users remain elusive.
The evolution of how humans engage with their environment and services is intricately tied to lifestyle and the urban landscape. As we move forward, it is imperative that we embrace a more profound transformation—one that truly prioritizes the individual and their experiences.
Additionally, technologies emerging from Silicon Valley and current robotics are inadequate to meet the present and future needs of humanity in the services sector. These solutions often overlook the complexities of human experience, focusing instead on efficiency without addressing deeper issues like fear, doubt, and anxiety. Clear transparency and genuine empowerment of users remain elusive.
The evolution of how humans engage with their environment and services is intricately tied to lifestyle and the urban landscape. As we move forward, it is imperative that we embrace a more profound transformation—one that truly prioritizes the individual and their experiences.
A Guide
Purpose
The purpose of this manifesto is to inspire and mobilize stakeholders—including service providers, policymakers, and community leaders—to collaboratively transform in-person service delivery. Our objective is to create environments that prioritize the well-being of individuals, ensuring that every interaction contributes to a fulfilling experience. This document serves not just as a blueprint but as a guiding philosophy that advocates for a service ecosystem designed around the human experience.
Empowering the Individual
Overview
In a rapidly evolving world, where technology intersects with everyday life, the People-First Approach focuses on creating a service ecosystem that respects and addresses individual health concerns, preferences, and sensitivities. We envision a communication layer that is language-agnostic, enabling seamless interactions across various services.
We recognize that every individual navigates a microcosm of services that reflect their lifestyle. Our goal is to remove analog frictions—primarily within communication—so that every service feels personalized and intuitive. By leveraging automation, we aim to enhance in-person services without overshadowing the fundamental human connection that underlies them.
We recognize that every individual navigates a microcosm of services that reflect their lifestyle. Our goal is to remove analog frictions—primarily within communication—so that every service feels personalized and intuitive. By leveraging automation, we aim to enhance in-person services without overshadowing the fundamental human connection that underlies them.
An Evolution
The Individual Age
As we progress through the early decades of the 21st century, we trace the journey of societal transformation through the evolution of the "i's"—from the Industrial Age to the forthcoming Individual Age. This trajectory marks significant milestones where technology and society intersected to redefine the course of civilization:
- i1 - Industrial Age: The era that revolutionized production and birthed modern cities, harnessing steam power and machinery to initiate mass production and urban growth.
- i2 - Intellectual Age: A phase where knowledge became the currency of progress, emphasizing information processing, innovation, and the spread of ideas.
- i3 - Information/Internet Age: Characterized by digital explosion and global connectivity, redefining access to information and community.
- i4 - Individual/Intuitive Age: The upcoming epoch, where personalization and AI-driven systems craft services and experiences uniquely attuned to each person.
In this i4 Age, service provision becomes individualized, with technology playing a crucial role in anticipating and responding to needs in real-time. Our vision for Wings is to manifest a new way of life, where services are fluid, adapting to the evolving desires and situations of individuals.
Intuitive Technologies
Intuitive Services and Workflows
The introduction of intuitive services represents an evolution of the industry. Services are designed to consider the human lifestyle at every step, incorporating the following elements:
- Recognition of Individual Needs: Acknowledging that each person has unique requirements based on their lifestyle, preferences, and circumstances.
- Integration of Technology: Utilizing technology not as a replacement for human interaction but as an enabler that streamlines processes and enhances service delivery.
- Development of a Fluid Service Ecosystem: Creating a network of services that can pivot and adapt in real-time to the needs of individuals.
- Sustainability Focus: Approaching AI and robotics with sustainability in mind, aiming to innovate rather than merely integrate existing solutions from industries like Silicon Valley and manufacturing.
Our Commitment
The Proclamations
The Proclamations outline key commitments to a People-First philosophy, ensuring that technology serves as an enabler rather than a disruptor:
- People-First Approach: Prioritize individual needs, desires, and well-being in all service design and planning, ensuring that interactions resonate with users.
- Technology as a Neutral Participant: Utilize technology as an impartial facilitator to streamline daily life, employing sustainable robotics, automation, and communication to enhance personal growth.
- Education to Navigate the Transition: Advocate for a conscious, compassionate mindset, empowering individuals and businesses to embrace People-First principles through educational initiatives and public forums.
- Ethics and Responsibility: Address ethical concerns in innovation, ensuring responsible technology use, data protection, and fairness in algorithmic decision-making, respecting the dignity and rights of every individual.
- Digitized Life Management: Integrate AI and automation into daily routines to handle mundane tasks, freeing time for creative and personal endeavors.
- Transparent Communication: Ensure transparency and real-time bi-directional communication, providing personalized, efficient, and hyper-local services.
Intention-Driven Ecosystem
Intention Manifestor System (IMS)
At the forefront of our vision is the Intention Manifestor System (IMS), designed to manifest the complex end-goal intentions of individuals and businesses. The IMS serves as a sophisticated framework that auto-generates workflows and interconnects various services, creating a seamless and coherent service experience.
Goals and Benefits of IMS:
Goals and Benefits of IMS:
- Manifesting Intention: The IMS focuses on understanding and realizing the unique intentions of users, regardless of complexity. By intuitively connecting the dots between disparate services, it ensures that individuals can achieve their goals without navigating the complexities of the service landscape alone.
- Automating Workflows: By automating workflows, the IMS significantly reduces the reliance on human labor for routine tasks. This shift not only enhances efficiency but also gives individuals back their time, allowing them to focus on more meaningful pursuits.
- Facilitating Decision-Making: AI within the IMS acts as a facilitator, helping users make informed decisions based on real-time data and insights. This empowers individuals to navigate their choices confidently, reducing the fear and anxiety often associated with complex service interactions.
- Interconnected Services: The IMS creates a homogeneous network of services that work in harmony to fulfill the user's intentions. This interconnectedness ensures that every aspect of service delivery is streamlined and personalized, reducing friction and enhancing user satisfaction.
- Empowerment Through Transparency: By providing clear insights and access to service options, the IMS addresses the common frictions driven by opaque technologies. It empowers users by giving them true agency over their interactions, thereby alleviating concerns about fear, doubt, and anxiety.
Autonomous Services
Automation and Workflows
To facilitate transformation, we introduce automation levels tailored to the service industry, modeled on Autonomous Sustainable Retail (ASR) levels:
- Level 0: Initial Stage - No workflow automation, complete reliance on human labor.
- Level 1: Emerging Automation - Introduction of at least one workflow automation; enhanced customer interactions.
- Level 2: Intermediate Automation - Multiple workflow automations implemented; reduced human involvement.
- Level 3: Advanced Automation - Full automation of all internal logistics workflows; significant reduction in human-to-human communication.
- Level 4: Full Autonomy - Complete electrification; automated systems for waste management and recycling; highly personalized customer interactions.
Each level signifies a commitment to embracing innovative technologies and sustainable practices, ultimately contributing to a People-irstonomous, and sustainable service ecosystem.
A Call to Action
In Closing
This manifesto is an invitation for collaboration and innovation in transforming the services industry. We urge all stakeholders—service providers, community leaders, and individuals—to embrace the People-First Approach. By working together, we can create a landscape where every service interaction is meaningful and enriching, reflecting the true essence of our communities.
Let us reshape the services industry into one that prioritizes individual well-being, fosters connections, and adapts to the dynamic nature of human needs. Join us in this journey towards a future where in-person services are not only efficient but also genuinely nurturing and fulfilling.
With determination and vision,
Haitham Al Beik
President, Wings (LETSBUTTERFLY INC.)
Let us reshape the services industry into one that prioritizes individual well-being, fosters connections, and adapts to the dynamic nature of human needs. Join us in this journey towards a future where in-person services are not only efficient but also genuinely nurturing and fulfilling.
With determination and vision,
Haitham Al Beik
President, Wings (LETSBUTTERFLY INC.)
05.11.2021 • RV21.2
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