"The problem with the design of AA.com, however, lies less in our competency (or lack thereof, as you pointed out in your post) and more with the culture and processes employed here at American Airlines.
Let me explain. The group running AA.com consists of at least 200 people spread out amongst many different groups, including, for example, QA, product planning, business analysis, code development, site operations, project planning, and user experience. We have a lot of people touching the site, and a lot more with their own vested interests in how the site presents its content and functionality. Fortunately, much of the public-facing functionality is funneled through UX, so any new features you see on the site should have been vetted through and designed by us before going public."
Thursday, December 3, 2009
culture and processes employed here at American Airlines
http://outsideinnovation.blogs.com/pseybold/2009/11/customers-site-redesign-exposes-the-sad-truth-about-corporate-inertia.html
