Thought I would share this entertaining (and informative) back and forth between a UX designer and American Airlines. The designer wrote an open letter to AA (here), born from frustration, suggesting a rework of the airlines website; going as far as mocking up some of his ideas. The experiment gets interesting when one of AA's own UX designers responds with a well composed explanation (here) of why their site, well, sucks.
Worth the read.
Miles
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