Monday, November 09, 2009

Oh X

An American Airlines update from Dustin Curtis: "A FEW MONTHS AGO, I wrote an article expressing my displeasure with American Airlines‘ hideous online presence. I also spent some time mocking up a redesigned version of their website. To my surprise, a user experience designer at emailed me an amazing response describing some of the design problems faced in large corporations. You should read...the response from Mr. X here. An hour after I posted the response, American Airlines fired Mr. X."

Well. Them's rules. But it's a shame. Mr X's comments are only minimally negative. He seems to be genuinely trying to engage, honestly, with someone who had a bad experience. And I especially liked this bit: "simply doing a home page redesign is a piece of cake. You want a redesign? I’ve got six of them in my archives. It only takes a few hours to put together a really good-looking one, as you demonstrated in your post. But doing the design isn’t the hard part, and I think that’s what a lot of outsiders don’t really get.... But those of us who work in enterprise-level situations realize the momentum even a simple redesign must overcome."

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