On the other hand shadow work is exactly what empowers people: 1. Automation allows to DIY tasks that previously were too expensive to acquire in the market in exchange of a bit of your time. 2. People can spend their financial resources more wisely and achieve MORE. I think that the example of the gas station is striking, because people, given the choice might prefer a smaller and cheaper service.

I believe that those changes are the result of companies competing in a free market. They are the consequences of consumers choice and are beneficial.

Nonetheless, the article highlights a good point about one hidden cost of automation. A cost important to take into account in product/service design. If too high it would hinder market acceptance of a product.

Now I understand better why automation is less used by companies in their business. I would be interesting to understand what other subtleties and hidden cost should be taken into account.