One word, Ryanair. The no-frills airline from the Emerald Isle has seen record profits this year despite defying that most sacred of UX matras. That is, great user experiences are Useful, Usable and Engaging. But thinking about it in more detail and I am reassured. Although Ryanair is a successful business it is not a successful user experience. In fact it is the most complained about airline in the world. “To hell with user experience” is possibly what Michael O’Leary, Ryanair’s outspoken CEO, might respond. After all, in the past he has acknowledged and also refused to apologise for the airline’s lack of customer service. The reality is however that Ryanair’s arrogance is bearable as long as they are able to offer destinations and prices that other airlines find difficult to compete with. Given a more even playing field things might be very different. The problem for Ryanair is that passengers might not forget their sneaky ways so quickly.
2 Comments
ryanairhater
19/9/2012 02:25:55
I frickin' hate Ryanair!!!
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david Florense
2/2/2015 04:19:59
Well, better UX / CX does lead to even better achievements, Ryanair recently became more civil in the way the treat customers and they have added 2m more passengers!!
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WelcomeI'm Frank Gaine. Strategist, Designer, Manager, Founder, Educator. Archives
April 2022
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