One thing that isn't always understood creating digital forms: they are a piece of software in themselves (particularly if they do any validation), and need to be designed and tested as such. There are so many buggy, frustrating, difficult to use digital forms out there.
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Reminds me a bit of Spolsky's Netscape-refactoring piece: go bit by bit, rather than everything at once.
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Wow. I got interested in the web in *1995* for much the same reason and did a lot of work with forms over the next few years. Now I find myself a regular victim of data collection/intake systems that ignore everything we did 20 years ago.
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I assume it's some new framework/library/.js that people are relying on but no one seems to understand that allowing customers to submit unverified email addresses is a Bad Idea. a. they don't get any info from the site and b. their details are now shared with a total stranger…
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I chuckled: “Some departments had sort-of insane business processes for submissions. If I tried to change those, I would spend a whole year on a single department.” Interesting perspective on organizational dynamics in this article - one of the last two meta-takeaways
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‘Salami slicing’ makes sense as an approach to gradual change, but the bigger question from the article remains, “who should be driving internal process change?” Should it be a special function within IT? Or should it be a special customer experience design team?
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Ha ha... I was about to DM *you* with 'hey, good suggestion for stripe.." I’ve learned that credit card processing is secretly the hardest part of any online enterprise. Legacy CC processors don’t have the flexibility most governments need to add services.
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