I worked for a big bank building out the software the call center agents used to service customers. One of the changes that was requested from on high was to ma

I worked for a big bank building out the software the call center agents used to service customers. One of the changes that was requested from on high was to make the UI around free shipping for replacement bank cards intentionally painful for the agent to use. The hope was that the agents wouldn't mention the free shipping option or talk the customer out of it since it added some annoyances for the agent.