BUREAU BLANK IS BUILDING BETTER BRANDS

Here’s an interesting story from designer Dustin Curtis who redesigned American Airlines’ website, received a thoughtful response from someone on AA’s user experience team, and then that person was immediately fired for speaking out.

Most salient to me are the challenges that organizations face in making real changes. From the response:

…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…

Something to be thankful for, and to keep in mind when dealing with large institutions.