Is nobody reading the actual story of the article? The interesting take away here is design of IT systems, not anecdotes of phone quality. It's very easy to ha

Is nobody reading the actual story of the article? The interesting take away here is design of IT systems, not anecdotes of phone quality. It's very easy to hack together a web form that always work when taking the happy path. When reality hits you you will notice that you always need some kind of manual override, the dilemma is that this will break automation further down the stream. In one place I worked where we made similar systems we made all forms free text instead of constrained to dates, numbers, addresses etc. The UI would initially constrain the input but you could always enter advanced mode which just made everything into text and marked the whole form as non-machine-processable. It wasn't pretty but in the end it was the only thing that worked in practice. Similarily, editing forms once they are submitted is also commonly overlooked, I've been in contact with many organizations where deleting the order and creating a new is easier then modifying the existing one, as the experience in the article also shows.