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Bluewire Media Web Strategy Blog

Home / Excuse me Mister, but your website is bloody awful!!

Excuse me Mister, but your website is bloody awful!!

Posted by Sarah Hyne

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Updated on February 8th, 2013

Bonus: Download the 33 free templates from the #1 Amazon bestseller Web Marketing That Workss

The problem with poorly designed websites might not be incompetent user-experience and graphic designers, but a stifling corporate culture.

This is what blogger Dustin Curtis discovered when he wrote an open letter on his blog to the team behind the American Airlines website.

In his letter, he spoke of the dissatisfying experience he had booking a flight on the AA website. He wrote:

How did this happen? If I was running a company with the distinction and history of American Airlines, I would be embarrassed — no ashamed — to have a website with a customer experience as terrible as the one you have now. How does your CEO, Gerard J. Arpey, justify treating customers this way? Why does your board of directors approve of this? Your website is abusive to your customers, it is limiting your revenue possibilities, and it is permanently destroying the brand and image of your company in the mind of every visitor.

He even proffered this redesign for their consideration:

The site as it is nowamerican-before

Dustin’s design solutionamerican

Incredibly, he received a response from a user experience architect who works on AA.com, titled “You’re right. You’re so very right. And yet…”

The letter is published in full on Dustin’s blog and it’s an incredible insight into the way corporate culture and red tape can destroy an organisation’s most public and valuable marketing tool: their website.

Go away and read it now! And then give a little jump for joy that Web 2.0 has opened up a platform for conversations like this to take place.

  • About the Author
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About Sarah Hyne

Sarah Hyne is part of Bluewire's alumni. Sarah was Bluewire's interactive designer from 2007 until she accepted a position at Map magazine in 2010 where she could pursue design in all forms, not just on the web.
  • Weekly round-up - May 14, 2010
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Web Strategy, Web Design, Social Media, Business
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Posted on Jun 2, 2009

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