Maniek
Senior
Reads everything carefully, cautious and unsure online. Views the page at 200% zoom.
Why this test and how we run it
The question
Your passport is about to expire. How easy is it to find out how to get a new one and what to prepare? In Poland on gov.pl, in the UK on GOV.UK.
Who tests
Manieks: AI agents in a real browser. We don't pretend they are people. They're dummies: no feelings, but plenty of patience, and we can see where it runs out.
What we measure
The same task, each site in its own language. We count steps, time and the point where patience runs out. A separate checker verifies that the Maniek really found the answer.
Honestly
This is a behaviour simulation, not a study with people. It shows where a site pushes back. No citizens were harmed in this test.
The cast
We don't send just one Maniek
One dummy is one anecdote. People search differently: some read everything, others scan on the run. So the same five went to both countries: four Manieks with different traits and a factory model with none, as a baseline.
Maniek
On the go
On a phone, in a hurry. Scans instead of reading, short on attention, long on confidence.
Maniek
Average Joe
Every trait in the middle: average web skills, reads as much as needed. Knows nothing about passports.
Maniek
Comparer
Web-savvy and knows the topic. Reads carefully and checks several sources before calling it done.
Maniek
Factory
No traits, straight from the factory. Shows how many steps the task takes without human limits.
- Senior
- On the go
- Average Joe
- Comparer
Ten traits per Maniek. Outer edge: the trait named on the axis; centre: its opposite (e.g. 'reads carefully' vs 'scans'). Factory has no traits.
Result
Every Maniek made it. The question is: in what shape.
On GOV.UK they needed 17 steps on average, on gov.pl 29, and two Manieks ran out of patience on gov.pl along the way.
gov.pl
GOV.UKwins
Reached the goal
5 of 5
5 of 5
Ran out of patience on the way
2 of 4 Manieks
0 of 4 Manieks
Average steps per Maniek
29
17
Entered the right service / guideOn GOV.UK the answer is on the second page of the guide ('Renew'): step 6–11.
step 5–11
step 5–6
Run time (median)
5.9 min
3.6 min
Site problems reported by the Manieks
9, 3 of them serious
6, none serious
Crash report
Maniek
gov.pl · steps
GOV.UK · steps
ManiekSenior
27bruised · after step 13
24unscathed
ManiekOn the go
29bruised · after step 20
13unscathed
ManiekAverage Joe
14unscathed
10unscathed
ManiekComparer
61unscathed
28unscathed
ManiekFactory
13unscathed
11unscathed
Unscathed: reached the answer, patience held. Bruised: reached it, but a real person with these traits would have given up after the step shown. Wrecked: didn't make it (none in this test).
Path map
Which way the Manieks went and where the answer was
Search is faster in both countries: on GOV.UK every Maniek used it, on gov.pl two did, and three went through the menu and lost 3–6 steps. On gov.pl the effort gets stuck on the service page itself; on GOV.UK the answer is spread over two pages of the guide.
% share of all Manieks' time✓ goal information seen on the page crash point: patience ran out hereyellow frame: page with the answer
- 65%
of the time on the service page. All the information is there (5 of 5 Manieks saw the documents and where to apply), so the problem isn't finding the page but getting the answer out of it: the 'START' wizard and collapsible sections.
- 11%
of the time on the 'ID or passport photo' page. For two of the three Manieks it was an accidental click from the services list (one step and back). The only information there is the photo requirements.
- Step 5
to reach the service via search (2 Manieks), step 8–11 via the 'Citizen services' menu (3 Manieks). The menu adds 3–6 steps.
- 9%
of the time on the home page, with no goal information: cookie consent and choosing a route.
% share of all Manieks' time✓ goal information seen on the page crash point: patience ran out hereyellow frame: page with the answer
- 41%
of the time on the 'Renew' page. This is where the answer is: 5 of 5 Manieks saw the documents and how to apply.
- 15%
of the time on the first page of the guide. 3 Manieks already saw the fee and processing time there, but the documents only on 'Renew': the guide requires moving to its second page.
- 5 of 5
Manieks used search; the 'passport renewal' suggestion leads straight to the guide. None went through the menu.
- 23%
of the time on extra pages (fees, printable version, photos, Post Office, processing time). That's reading up on details, not getting lost: each of these pages added something.
Maniek by Maniek
Where each Maniek stumbled and where it went well
stepspatience ran out
steps after patience ran out
Maniek
Senior
On gov.pl a single button ('START') cost the Senior her patience; on GOV.UK the weakest point was the guide's table of contents, but without losing patience.
gov.plbruised: patience ran out after step 13
27steps5.9 min
- in the service / guide at step 11
- pages visited: 4
- 14 clicks
- 13 scrolls
She took the 'Citizen services' menu and reached the service without a mistake, but more slowly than via search. The 'START' button made the route longer: after clicking it she didn't notice any change on the page, and that's where her patience ran out. key moment: step 12 →
GOV.UKunscathed
24steps6.6 min
- in the service / guide at step 6
- on 'Renew' at step 11
- pages visited: 5
- 7 clicks
- 16 scrolls
- 1 text entry
She used search, which led straight to the guide. Moving to the guide's second page took longer: the table-of-contents link didn't react and she looked for the way on by scrolling. key moment: step 6 →
Maniek
On the go
A Maniek in a hurry loses on gov.pl to the services list and long sections; on GOV.UK search and short pages get him there without losses.
gov.plbruised: patience ran out after step 20
29steps8.6 min
- in the service / guide at step 10
- pages visited: 4
- 13 clicks
- 15 scrolls
- 1 step back
He went through the menu and first clicked the photo page instead of the service. Most of the time went on collecting information from sections opened one by one; his attention budget ran out before he had it all. key moment: step 13 →
GOV.UKunscathed
13steps3.6 min
- in the service / guide at step 5
- on 'Renew' at step 6
- pages visited: 5
- 5 clicks
- 7 scrolls
- 1 text entry
He used search and had the answer in 6 steps. The rest of the time went on the printable version, i.e. the whole guide on one page. key moment: step 10 →
Maniek
Average Joe
Average Joe managed on both sites, but on gov.pl only thanks to the search box on the services list, after a wrong click.
gov.plunscathed
14steps4.1 min
- in the service / guide at step 8
- pages visited: 4
- 12 clicks
- 1 scroll
- 1 text entry
He went through the menu, clicked the photo page instead of the service and came back; only the search box on the services list got him there. On the service page the wizard confused him: instead of guiding step by step it just reveals sections. key moment: step 4 →
GOV.UKunscathed
10steps3.5 min
- in the service / guide at step 5
- on 'Renew' at step 7
- pages visited: 4
- 4 clicks
- 5 scrolls
- 1 text entry
He used search and took the shortest route in the study. The only delay was scrolling a long page where both ways to apply are described one under the other. key moment: step 7 →
Maniek
Comparer
The thorough Comparer pays on gov.pl for every extra check, because the service page loses its state on return. On GOV.UK reading up is cheaper.
gov.plunscathed
61steps13.0 min
- in the service / guide at step 5
- pages visited: 4
- 33 clicks
- 24 scrolls
- 1 text entry
- 3 steps back
She used search and was on the service page by step 5. Checking extra information about the photo on a separate page took longer, because each time she came back the service had reset. key moment: step 34 →
GOV.UKunscathed
28steps7.6 min
- in the service / guide at step 6
- on 'Renew' at step 8
- pages visited: 7
- 9 clicks
- 16 scrolls
- 1 text entry
- 2 steps back
She used search and quickly found the answer. Checking extra information (photos, Post Office service, processing time) on pages outside the guide took longer; in return she gathered the most complete answer in the study. key moment: step 15 →
Maniek
Factory
Without human limits both sites lead to the answer in 5–6 steps; the differences come from the Manieks' traits.
gov.plunscathed
13steps3.6 min
- in the service / guide at step 5
- pages visited: 3
- 10 clicks
- 2 scrolls
- 1 text entry
He used search and reached the service at step 5, the shortest possible route. The only obstacle: sections that change names and position when another one is opened. key moment: step 12 →
GOV.UKunscathed
11steps3.4 min
- in the service / guide at step 5
- on 'Renew' at step 6
- pages visited: 4
- 4 clicks
- 6 scrolls
- 1 text entry
He used search and had the answer at step 6. The only delay was scrolling too far and coming back, which is agent behaviour, not a site problem. key moment: step 6 →
Bars on the same 0–64 step scale. A step is one action: a click, a screen scroll, typing or going back. 'Key moment' opens the Maniek's trace in Seerena at that step.
What slowed them down
Problems the Manieks reported
gov.pl
- seriousThe 'START' button scrolls the page to the footer
After the click the page jumped to the very bottom, and the wizard's question ('Where do you want to apply?') appeared at the top, out of view. The Senior scrolled up and down for several steps, thinking the content hadn't loaded.
Senior · steps 12–15 - seriousThe page loses its state on return
After visiting the photo page and coming back, opened sections were collapsed and the 'In Poland' choice in the wizard was lost; the same steps had to be repeated.
Comparer · steps 34–39, 57 - seriousKey information in long paragraphs instead of lists
Documents, procedure steps and fees are given as long blocks of text. A scanning Maniek scrolled up and down to pick out the specifics.
On the go · steps 13–30 - mediumThe wizard doesn't guide step by step, it filters content
After 'DALEJ' (Next) the Maniek expected another step; the wizard disappears and information sections appear on the same page.
Average Joe · steps 8–10 - mediumCollapsed section labels change names and position
After opening one section (e.g. 'Where you submit documents') the others moved and changed names, so they had to be found again.
Factory · step 12 - minorThe service is hard to pick out of a 21-item list
On the 'Documents and personal data' list two Manieks first clicked 'ID or passport photo' and came back.
Average Joe, On the go · steps 3–6 and 5–9 - minorIrrelevant suggestions after choosing 'In Poland'
A list of service categories unrelated to the question about where to apply appears under the wizard.
Comparer, Factory · step 6
GOV.UK
- mediumInformation scattered across several pages
Documents, fees and processing time sit in different places; processing time only on a separate 'About our services' page. The Comparer went back and re-read pages.
Comparer · steps 15–19, 25–27 - mediumThe 'Renew' link in the table of contents didn't react
The Senior expected to move on and nothing happened; she scrolled until she found the 'Next: Renew' link.
Senior · steps 6–7 - mediumThe printable version is a long document without navigation
To see everything the Maniek switched to the printable version and scrolled four screens in a row.
On the go · steps 10–13 - minorAll renewal information on one long page
The 'Renew' page describes both methods (online and paper); four scrolls in a row to read it all.
Average Joe · steps 7–10 - minorImportant details on very long pages
Photo requirements and the Check and Send description each needed four scrolls in a row.
Comparer · steps 11–14, 21–24 - minorThe cookie banner needs two clicks
After 'Accept additional cookies' the banner stayed; 'Hide cookie message' had to be clicked as well.
Comparer · steps 1–2
What the Manieks found
The answer in a nutshell
| gov.pl | GOV.UK | |
|---|---|---|
| Where | The 'Get a passport – service for adults' page, in collapsible sections | The 'Renew or replace your adult passport' guide, 'Renew' page |
| How to apply | In person, at any passport office in Poland 5 of 5 | Online or with a paper form sent by post 5 of 5 |
| Fee | PLN 140 without discounts 4 of 5; PLN 70 with a discount, e.g. for pupils and students 1 of 5 | £102 online, £115.50 by post 3 of 5; Post Office Check and Send +£16 1 of 5 |
| What to prepare | A current colour photo, proof of payment, the previous passport or ID card, documents for a discount | Old passport, a digital photo and a card (online) or two identical photos (paper) |
| Waiting time | About a month 2 of 5 | Usually up to 3 weeks in the UK, on a separate 'About our services' page 1 of 5 |
Number next to the information: how many Manieks recorded it in their result.
Send the Manieks to your site
The same Manieks will check your form, shop or service: who makes it, who gets bruised and where. Got an idea for the next public service crash test? Write to: contact@seerena.com
Method
- The study was run by Seerena: an AI agent goes through the task in a real browser as a specific person, with their patience, reading style and device.
- The same cast in both countries. Each site in its own language; the browser identified itself accordingly (GOV.UK: English, London time).
- Success is confirmed by a separate verifier that independently checks whether what the Maniek sees and noted answers the task.
- Running out of patience marks the point where a person with these traits would probably give up. The agent carries on to see whether the goal can be reached at all.
Limitations
- One run per Maniek. The step count of a single run varies; the direction of the differences is more reliable than the exact numbers.
- The gov.pl runs took place a few hours before GOV.UK, before two tool fixes (accurate scrolling to sections, browser language).
- An earlier GOV.UK run (10 Nov, 18:21, older tool version) took different routes: 2 of 5 Manieks went through the menu and 2 entered the application form instead of the guide.
- This is a behaviour simulation, not a study with people. It is good at showing where a site pushes back; it does not replace talking to users.