The pandemic has presented us with challenges and strains at each step of the way, for which we didn't necessarily have something that responded to that specific instance, and so we experimented. In this instance, this was staff trying to find a tool that would help us deal with the challenge of the moment.
As we make our way through this pandemic, we'll find things that worked well for us and then things that did not, and so experimentation sometimes doesn't result in the best outcome.
In this instance, people were using a tool to try to deal with a situation at a moment in time, and we learned from that.