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Lisa Cunningham DeLauney's avatar

It's a clear example of process and tech overriding people. This is the kind of result you get from neglecting Change Management and UX. See also call-centre scripts which do not allow for any deviation from the mode average!

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Frank Smits's avatar

Quite.

For me it was striking that the words used (in Spanish: "no podemos hacer nada si el sistema le indica que con sus datos no es posible la contratación") was exactly the same in the received emails as well as the phone call. A script, indeed!

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