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But after attending walkthroughs of APEX with subject matter experts and everyday users, I found a deeper problem. Agents and underwriters only knew how to operate the software based on knowing insider tricks to make it work correctly. The workarounds for APEX live as tribal knowledge, which delays productivity during employee onboarding and turnover. We outlined and mocked up a “happy” path for concept testing. While running one session, a user deviated from the expected path while entering locations and class codes. She explained she needed the flexibility to quote a very specific way, and I pressed on why to get the full picture. I realized if APEX Web couldn’t be flexible enough, she and others like her would default back to using APEX, even with all its pain points. 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Agents and underwriters only knew how to operate the software based on knowing insider tricks to make it work correctly. The workarounds for APEX live as tribal knowledge, which delays productivity during employee onboarding and turnover. We outlined and mocked up a “happy” path for concept testing.\nWhile running one session, a user deviated from the expected path while entering locations and class codes. She explained she needed the flexibility to quote a very specific way, and I pressed on why to get the full picture. I realized if APEX Web couldn’t be flexible enough, she and others like her would default back to using APEX, even with all its pain points. 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