Delta Air Lines
Stabilizing a broken flagship experience, then creating room for the next wave of improvements.
By the time I arrived at Razorfish the horse was already out of the barn: The new Delta.com had been designed, developed and launched, but to the utter dismay of everyone it had become riddled with inconsistencies in its visual design and user experience.
The situation.
Worse, critical features and functions of the site simply didn’t work consistently — or at all.
After a few tedious months of cataloging the errors and debugging the site we were able to stabilize it at which point the site began to set and break revenue records on a daily basis.
What changed.
The silver lining was that we had spent enough quality time with the site to have strong recommendations on additional enhancements that ventured far beyond the original site experience.
Keep climbing.