My tutee at Tech Drop-In today struggled mightily with mouse and UI usage, and after filling a local-government-agency registration form for 20 minutes, including FIVE security questions, we hit 'submit' and it wiped out the form because they hadn't matched name fields EXACTLY to their Social Security card. No browser-back, just... start over.
Commercial web apps may improve incrementally because they're incentivized to justify subscriptions or engagement, but gov apps are disincentivized by the expense to procure and heartache to get them working in the first place.
Commercial web apps may improve incrementally because they're incentivized to justify subscriptions or engagement, but gov apps are disincentivized by the expense to procure and heartache to get them working in the first place.