But—and I guess here’s the thing I most wanted to get across—simply doing a home page redesign is a piece of cake. You want a redesign? I’ve got six of them in my archives. It only takes a few hours to put together a really good-looking one, as you demonstrated in your post. But doing the design isn’t the hard part, and I think that’s what a lot of outsiders don’t really get, probably because many of them actually do belong to small, just-get-it-done organizations. But those of us who work in enterprise-level situations realize the momentum even a simple redesign must overcome, and not many, I’ll bet, are jumping on this same bandwagon. They know what it’s like.
Designer Dustin Curtis wrote an irate letter to American Airlines recently suggesting it was time they redesigned their website to be more focused around the customer and the experience they want and expect when they visit aa.com. Anyone that has used aa.com would agree.
A UX designer got back to Dustin. The above is a quote from his response. You can read the rest of the reply here. What I love is that this guy totally captures the challenges of implementing change in large organizations. Maybe AA should put him in charge of corporate comms as well.
