Dear American Airlines

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

No! Never Surrender To Your Users, Facebook.

The camel/horse quote (no disparagement to camels meant, of course) perfectly captures the problem when too many people have input into a product. Seth Godin talks about how the Walkman would never have been built if Sony had asked its customers what they wanted (see Purple Cow). Read more...

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