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AA is not doing as badly as it does because its homepage is messy. The user’s experience is always more important than you think it is. First impressions are a
by sineltor 17y ago
AA is not doing as badly as it does because its homepage is messy.
The user’s experience is always more important than you think it is. First impressions are always more important than they should be.
In this case, I genuinely believe that AA will live or die based on the experience their customers have. Fixing their homepage is the start of a systematic change they need to make. However, if they don’t regain their customer-experience focus, I think it will doom them.
- brk 17y agoFixing their homepage is the start of a systematic change they need to make. As a guy who flys 10's of thousands of miles a year, I could care less about their homepage. I don't even use it, I usually go to Orbitz.com so I can get as many itinerary and price options as possible. I'd rather AA offer better seats, or in-flight wifi, or the ability for me to pay an extra $10 to board in the first group when I am not in first class so I don't have to fight for overhead space. Their website could be a fucking gopher site for all I really care.