The French internet and the perils of solving the wrong problem

Photo by Joshua Hoehne on Unsplash

Why invest time in deeply understanding a problem before trying to solve it? Because without that understanding – the kind that comes from a real discovery phase – you risk making things worse.

In this first part of what I hope will be a series on product discovery, I want to share how a major life change has reinforced my belief in the value of this process.

I’ve lived in France for the last 18 months. I love it in so many ways. But make no mistake: the French internet is a hellscape.

Before moving, I worked in UK government digital services – far from perfect, but an environment where there’s deliberate investment in user-centred design. The focus is on ensuring that people can complete essential tasks with as little friction as possible.

Now, I live in a rural part of France, a country seemingly untouched by deliberate online design. Basic digital processes – logging into a social security account, checking if a new rule applies to me – are exasperatingly complex. The experience regularly brings me to the edge of tears.

When I voice my frustration to friends here, the response goes something like: “Yeah, French administration is the worst – so much paperwork.” That’s the received wisdom: the problem is paperwork. And if too much paper is the problem, then moving processes online doesn’t seem crazy. But what if the problem isn’t just the paperwork?

When the obvious problem isn’t the real one

Superficially, the issue seems clear: the average person in France has to navigate way too much bureaucracy. An example: pay-as-you-earn tax for employees was only introduced here in 2019. Before that, everyone – yes, everyone – had to file a self-assessment tax return. No one expects simplicity. And no one expects better. It’s just how things are, like mediocre weather or anaemic tomatoes in the UK.

Dig deeper, though, and you start to see that the real issue isn’t just paperwork – it’s a mindset. One that prioritises institutional needs over the needs of the regular people trying to navigate the system.

The French civil code, which dates back to Napoleon, states: Nul n’est censé ignorer la loi - “No one can claim ignorance of the law.” In practice, this means the burden is entirely on individuals to decode complexity. It’s their job to figure out which rules apply to them, often by wading through pages of legalese masquerading as guidance.

This mindset seeps into every aspect of digital services. Every interaction with the state feels like a test, where success depends on your ability to navigate bureaucratic complexity, rather than on the system’s ability to guide you through it.

The real cost of overlooking discovery

When people hit roadblocks at every turn, they begin to assume the system is indifferent at best, or actively working against them at worst. That kind of friction, repeated daily, doesn’t just cause frustration – it erodes trust.

Bad digital products and services don’t just waste time. They undermine confidence in public institutions. If basic tasks become battles, people stop believing the system is there to serve them.

And that mistrust doesn’t stay confined to online portals. It feeds broader cynicism about institutions. I’m not suggesting that the rise of the far right in France is the result of bad UX. But I do see a connection between the exhausting complexity of everyday interactions and the appeal of simplistic, sweeping political promises. When the status quo feels like an obstacle course, the promise of radical change – however unrealistic – starts to sound like relief.

The lesson for product development

This is exactly why product discovery matters. It’s not enough to start with a problem – you have to make sure it’s the right problem. Otherwise, you risk designing solutions that don’t actually help – or worse, that deepen the divide between those who can navigate the system and those who can’t.

Even well-intentioned digital services can become barriers instead of enablers when they fail to address the root issue. A system that forces me to print out documents just in case isn’t just inefficient – it’s a sign of deeper uncertainty.

The lesson? Start with the real problem, not just its symptoms. Otherwise, you risk solving nothing – or making things even harder.

Get in touch for a chat

If any of this resonates with you and your journey in product management and leadership I’d love to hear about it in comments, or you can arrange a free initial chat with me about coaching.