I was done in 25 minutes. 3 minutes with greeter, 10 minutes with forms, 3 minutes with each of 4 adjacent bureaucrats who passed me along.
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"Mr. McKenzie congrats on joining national health insurance, here's your card. This is your first time on it, right? Want explanation?"
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Meanwhile, Japanese web applications... how do I put this...
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Think of every annoyance you've ever found in any shipping application. Forms which clear all inputs on an error. Ridiculous timeouts.
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Office hours. Unclear instructions. Telling the user to do things a computer would do better, like formatting input to match a regexp.
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Non-sensical browser restrictions, invariably to an old version of IE. Proprietary authentication schemes. No design, functional or visual.
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Take all of the problems you've seen in the set of all American web applications. Take the union of them. Cross-apply to all Japanese apps.
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You might think "My he's exaggerating for effect" and believe me that's what Japanese people tell me when I tell them about IRL US UX, too.
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Replying to @patio11
There are deeply entrenched reasons why (for example) the DMV is a nightmare. Why are JP websites a nightmare?
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Replying to @schof
Deeply entrenched reasons. Most apps are built by systems integrators. Huge skills gap in dev population. Devaluation of devs generally.
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Large (shrinking) install base of legacy phones w/ unique UX requirements and lowest-common-denominator apps by purchasing decree.
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Decisionmakers for purchase/implementation are often not merely not technical but Deeply Not Technical; not routine computer/etc users.
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Sadly that’s true of the UK public sector too. Massive DB “solutions” superseded by users emailing home-made spreadsheets to each other.
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