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:
… Continue ReadingHow 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.