> What the article misses is that money is saved for the company by moving the work to the customer / end user.
It doesn't miss it. The whole framing of the article is the Dooman Fallacy - an organisation trying to save money by shifting [apparently] menial work to the customer ends up losing more than they save.
It doesn't miss it. The whole framing of the article is the Dooman Fallacy - an organisation trying to save money by shifting [apparently] menial work to the customer ends up losing more than they save.