Open letters and airplanes

americanairlineredesignDustin Curtis was so appalled by his experience at American Airlines’ website that he drew up a redesign and sent them an open letter.

I did exactly the same thing recently. My aunt’s ouiji board is more in touch with web design and best practice than what a company had created for a young, energetic start-up I know. So I redesigned it and set them my creation. My chosen patient wasn’t anywhere near the scale of AA, but its foe pars put it on the critical list and, like Dustin, I simply couldn’t resist.

But unlike AA, if I had published my critique (instead of sending privately), the site’s owners wouldn’t have noticed. AA did notice and their response is here. How about you, are you awake at the wheel?

If and when your company is mentioned online are you listening?


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