# Applications and value

!!! example

    While in a pitch, one of the clients said that she didn't want the call center agents to look at multiple screens. If we developed anything we had to integrate it into their current tool. That meant that we couldn't develop exactly what we thougth could bring more value, but we had to study what could be integrated with the current tool instead. I really wanted to challenge that. Her hypothesis was that more complexity made call center agents less productive, but I've seen examples of the opposite. While tuning a similar application in a previous client, I did the same challenge to the applicaiton developers. Maybe we were showing too much things in the screen. But once we put the applicaiton in front of call center agents, they asked to see even more informaition! 
    
    Assumptions have to be tested, and it's surprising to me how consultants challenge client's assumptions on how they run their business, but we decide not to contewst important choices about usability and design. That client was more than willing to sacrifice tons of functionality, and maybe millions, due to an hypothesis that could perfectly be wrong.