Juan Has Tried Observing How Clients in the Claims Department

Essay

Juan has tried observing how clients in the claims department handle requests.He has a chair near the counter and has his laptop open taking notes.He senses that his presence is really a giant interruption to the claims processors.They seem to be taking glances at him to see if he is writing down comments about their processes.He has insisted he just wants to know how their work is accomplished and ultimately the project team will deliver a system that is better and easier to use for them.He has heard from a 'friend-of-a-friend-of-a-friend' of one of the claim workers that they suspect that he is also connected to the HR department and that their jobs are on the line.How might he accomplish his observation activity?