The online system has only been in place for 6 months and only available to personal applicants (rather than solicitors), so there will only be a few people who've used it.
However I found the the paper system remarkably simple and I'd expect the online one to be even easier. (That's based upon the way that HMRC used technology to make online tax returns a zillion times easier than paper ones. If HMCTS have done the same with the probate process it should now be an absolute doddle).