Can the “Line-Free Expo” Become a Reality?:An In-Depth Look at the Booking System and IT Challenges
- RINO FURUYA
- 7月24日
- 読了時間: 3分
July 24, 2025
Rino Furuya
The Expo 2025 Osaka, Kansai, Japan aims to create a “super smart venue” incorporating the latest technologies such as AI, automatic translation, and advanced reservation systems for pavilions, with the goal of creating an “Expo without queues.” Has this goal been achieved?
Truth Behind the Booking System
At the Expo, many major pavilions have adopted an advanced reservation system to ease congestion and enhance the visitor experience. One notable feature of the system is its smartphone-centric design. Visitors can purchase admission tickets, reserve their visit dates and times, and even book certain pavilions and events—all via their mobile devices. Originally introduced to address the digital backwardness highlighted by the pandemic, the system was expected to enhance convenience. However, contrary to expectations, some visitors expressed dissatisfaction after they used the system.
Despite Being Promoted As Line-Free...
There are long lines everywhere, especially the major pavilions. On social media and in the news, a significant number of comments have surfaced, such as “wasn’t this supposed to be an Expo without lines?” and “I can’t get a reservation.” In particular, elderly visitors who are less familiar with digital technology appear to be struggling with the reservation system.
As a result, the original goal of a line-free Expo has not been realized at all. In response, many pavilions are now promoting that reservations are no longer required. Instead of improving the visitor experience, it appears to have negatively affected.
Comparison to the Previous World Expo
The 2021 Dubai Expo earned praise for its seamless operations, which effectively addressed the need for contactless interaction during the pandemic, enabled by digital innovations like online ticket purchases, robot-assisted security and navigation, and automated delivery services.
Contrary to that, while the Osaka-Kansai Expo also introduced technologies such as smartphone reservations and automatic translation, because of the system congestion and errors, operational inconveniences, and a general lack of digital familiarity among people—especially among older people, many visitors struggled with utilizing these tools. As a result, it is difficult to say that the system was truly user-friendly. Advanced technology means little if it fails to deliver a user-friendly experience.
Expert’s Perspective
Kan Suzuki, former vice minister of Education, points out that the absence of digital skills in university entrance exams has contributed to disparities in IT literacy even among young people. Furthermore, according to the 2024 Digital Competitiveness Ranking by the International Institute for Management Development (IMD), Japan placed 31st among 67 countries, highlighting challenges in areas such as knowledge, technology, and future readiness. This suggests that unfamiliarity with digital technology is no longer an issue limited to the elderly. Additionally, a professional software developer Zhimin Zhan In addition, software developer Zhimin Zhan has pointed out issues with Japan's digital infrastructure, such as the lack of free Wi-Fi and slow website loading speeds.
It’s About People and IT Literacy. . .
Although the event was promoted as a “line-free” experience, visitors ended up waiting in line after line almost everywhere they went. To achieve the line-free goal, it is particularly essential to address the fundamental issue that many Japanese people are not sufficiently familiar with digital technology. The 2025 Expo ended up highlighting the realities of Japan’s digital infrastructure to the global audience, raising questions about its readiness as a developed country.
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