Curiosity: Uncle Sam's bad UX

We were curious, which "apps" have the worst experience? There's a lot that was mentioned, but there seems to be a lot of user frustration around two industries in particular:

• Government
• Utility Providers

Whether it is looking for information, trying to pay a bill or fill out a form, it can be painful at times. Especially on mobile.

But why?

Legacy Systems

Sure, it looks like it's from the 90's but it's functional. Why change it? Sometimes lack of technology is the culprit. When relying on an outdated infrastructure, it's difficult to implement modern design principles and functionality.

Red Tape

Especially in government, they are bogged down by bureaucratic red tape and complex regulatory requirements. This can lead to overly complicated processes and convoluted website structures that leave users feeling lost in a maze of information.

Government actually does a nice job defining the information architecture for their websites, in most cases, which is supported by a 2020 Forrester evaluation. But sometimes it's too much information on a single page and that's where things go sideways.

User-Centric Design

Government and utility companies have historically prioritized compliance over user experience. As a result, their digital platforms often lack the intuitive design and user-centric approach that are standard in the private sector.

And it makes sense, kind of. Sure, those requirements are a must and a platform can't exist without them, but that doesn't mean good design can't also come into play.

Limited Resources

Budget is always a concern, regardless of industry. Imagine what you could build with endless pockets of cash. But budget constraints and competing priorities is the reality and they hinder development and ongoing maintenance.

This is a big reason we end up with neglected websites and outdated features.

Security

Security is essential for these sites. They must protect user's sensitive data, but they can sometimes come at the expense of UX. Lengthy authentication processes and cumbersome security protocols can certainly lead to user frustration.

NOT ALL ARE BAD. We want to make that clear.

We have seen many agencies and companies that do a great job, and have even worked with some. But for others, there needs to be a shift in mindset—one that prioritizes user needs and embraces modern solutions.

By investing in user-centric design, upgrading outdated systems, and streamlining processes, government agencies and utility companies can begin to bridge the gap between expectation and reality.