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.
the point isn't to be right, but rather, to convince others of your position.
Correct. However, he’s not really trying to convince AA to change their strategy. He’s trying to convince us that AA’s strategy is dumb. Because user interface design is important, and its not ok to foul it up.
If the best way to do that is by brashly pointing out AA’s mistakes, so be it. I tip my hat to Dustin for fighting the good fight.
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.