Close Brothers was suffering performance problems and crashes with one of their web-based applications used by both the Credit Control team and the Commercial team. With no idea what was causing the problem, they asked Estafet for short and long-term fixes for the application. We identified the problem by observing how the teams used the application, and which user flows ran counter to the intended design. We then recommended short-term behavioural changes, and medium term architecture improvements to eliminate the problem.