" A design lead in the insurance industry described observing this particular frustration during a field study with underwriters attempting to use an application to provide quotes to clients and its ripple effect on the company’s overall customer experience:

'So, we were asking them (underwriters running inquiries on the application for clients) during the shadowing, "Do you know why the client is waiting three minutes? Sometimes they were saying, "Oh. Yeah, it's because we have a batch we need to run every time the client is asking this, this, or that." Or, "Oh, we need to go in another system to look for the info”…So there was plenty of manual manipulation happening. Sometimes (the) client will really kind of (say), "Okay I'm waiting on the line. What are you doing?' "