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"A FEW MONTHS AGO, I wrote an article expressing my displeasure with American Airlines‘ hideous online presence. I also spent some time mocking up a redesigned version of their website. To my surprise, a user experience designer at AA.com emailed me an amazing response describing some of the design problems faced in large corporations. You should read my original article here and the response from Mr. X here. An hour after I posted the response, American Airlines fired Mr. X."