Technology1 min read

Japan's trains are great. Why is booking one so hard?

By · Published by Everything Blog

In short

The booking experience requires passengers to handle complex ticketing rules, such as purchasing both a basic fare ticket or IC card and a separate Super Express ticket. Furthermore, rigid station pickup policies require travelers to show the physical credit card used online, penalizing virtual card users with forced cancellations and fees. This friction stems from cultural preferences for dense, familiar layouts alongside organizational silos described by Conway’s Law.

Key points

  • Organizational divisions among rail operators have created a fragmented digital landscape…: Organizational divisions among rail operators have created a fragmented digital landscape that complicates consumer route planning.
  • Strict physical verification rules create costly operational hurdles for passengers utili…: Strict physical verification rules create costly operational hurdles for passengers utilizing modern digital payment methods.
  • Cultural design preferences favoring certainty and familiarity keep Japanese booking plat…: Cultural design preferences favoring certainty and familiarity keep Japanese booking platforms reliant on dense, legacy-style layouts.

Sources checked by our analysis pipeline: 1

What’s a software engineer supposed to do while on vacation? Observe how different cultures use and design software, of course!

Coming from South America, visiting Asia is like stepping into a different world. I remember the first time I boarded a train in Japan, minutes after my flight, and people-watching became my first tourist activity.

Interestingly, Japanese software also feels like stepping into a different world. Open yahoo.co.jp and you’ll be transported back to the 90s. Or rakuten.co.jp, and you’ll be exposed to product offers with an overwhelming amount of information. Or try to book a train online…

Japanese trains are certainly an engineering marvel, but booking a ticket online isn’t quite the same experience. I remember using ChatGPT to figure out all the different fields and checkboxes I had to fill out. For example: “When boarding the train, you will need basic fare ticket or IC card such as Suica in addition to Super (Limited) Express Train ticket.” I thought I was buying a train ticket online. Why would I need another fare?!

Not to mention that Japan’s JR…

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