Not that I'd disagree, but how would you summarize what you think are the entrenched reasons that DMV UX is bad?
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Replying to @emilesnyder @patio11
I am not the DMV's customer; I can't go to a different DMV if the experience is bad. No incentive to improve.
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Ok, but isn't all of that true about
@patio11's self-employed-tax-filing example as well? What makes US different?1 reply 0 retweets 0 likes -
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I don't know anything about Japan, so no insight there. But, using 'DMV' as shorthand for that particular brand of poor f2f UX...
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When I reflect on orgs/projects/etc I've been involved in that didn't suffer DMVitis, rarely due to competitive pressures.
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Usually due to personal relationships, org culture, sense of purpose or personal attachment to the quality of the outcomes.
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Replying to @emilesnyder @schof
DMV is also functionally a jobs program which occasionally processes paperwork. Citizen-facing clerks in JP have med-high prestige jobs.
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This produces extreme overkill in some cases, much like e.g. Consular in the State Department, except Consular is specifically time-bounded.
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(“What?” State Department employees, among best in USFG, have to put in ~2 years doing retail-level interactions w/ folks at embassy.)
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(So if you think “What’s the education level and social class of someone taking e.g. a baby-born-abroad application”, plausibly Harvard.)
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