A Must Read: Angry Customer Redesigns AA.com
This post on blackbookmag.com is awesome for 2 reasons:
1) Shows that really talented UX architects idea’s can be vastly watered down by corporate committees with varying agendas that do not relate to obvious consumer needs.
2) A good showing of giving & receiving criticism from both perspectives.
I can see this from both angles, and frankly they are both right. So what is the best way to handle these instances when, as a designer or UX expert, you know vital mistakes are being made in usability, yet the key decision makers still miss the big picture? I think we can all learn a lot from this post!
Here is the article:
http://www.blackbookmag.com/article/pissed-off-customer-redesigns-aacom/7995
Here is the RECENT REDESIGN
http://www.aa.com/aa/homePage.do
Here is the SUGGESTED REDESIGN
http://www.dustincurtis.com/dear_american_airlines_redesign.html
Posted by David Martin on Jun. 08, 2009
Comments
I’ve visit AA.com occasionally and have always thought that they had a horrible design compared to other travel sites. Hopefully, they take the bait and make some serious changes.
Posted by Cat on 06/11/2009 10:55 AM
Cool, I’ll enjoy reading this recommended post. I just flew with AA over the weekend, and I was frustrated with their site!
Posted by Karina on 06/22/2009 02:09 PM
Amazing how quickly a bunch of ignorant (web-wise) people can sabotage a good design for mostly political (not practical) reasons. This is why it’s so hard to find a well designed corporate website.
Posted by hash on 06/30/2009 03:30 PM
Wow, what a difference! If only AA WOULD change the site - I know this customer would be a lot happier
Posted by Jamie on 06/08/2009 05:21 PM