“It avoids being fashionable and therefore never appears antiquated.   Unlike fashionable design, it lasts many years – even in today’s throwaway society.” Dieter Rams Design Principle number 7.

When a service process captures the ‘what has to happen’ without getting too bogged down in the ‘how it happens now’, it lasts.  It stays meaningful, and as a result stays useful, and used.

This is possible because human beings are very good at grasping an overall structure, and very good at flexing themselves around it to deal with a specific situation.

So let them.   In a service business, variation is information.