American Airlines fires an employee for...customer engagement
Imagine for a moment that you're the CEO of American Airlines (AA). A customer named
Dustin Curtis comes to the conclusion that your website sucks after
booking a flight on it and finding the process to be a "horrific
displeasure".
A UX designer by trade, Curtis takes it upon himself to redesign your website's homepage and provide some suggestions. All at no cost, of course. He publishes this as a blog post that begins, "Dear AmericanAirlines". Shortly thereafter, the UX designer receives an email from an AA employee who does UX design for your company.
American Airlines: Too many executives in the kitchen
The multiple layers and executives involved at a large corporation can often inhibit innovation. But in the case of American Airlines, they recently got an online awakening that their business structure was affecting their website and the way that people interact with their brand. Designer Dustin Curtis took their site into his own hands when he got frustrated with American's user interface.
Curtis posted an open letter to the company to show them the future of what their website could look like. He wrote:
