web analytics  Photo of the day: How do we call agent??  How do
we call agent??  As I was walking down the jetway about to board
an American Airlines flight from MIA to LGA, I noticed this sign
mounted next to an employee phone. It’s amazing to me when
people write questions on signs as though someone is going to
answer them. Do they come back later to check? Well in this
case, someone did answer it — by circling the extension in
question.  This is a classic example of lack of visual hierarchy
preventing the “user” from finding the information they need.
It’s not hard to conceive that the most common number a flight
attendant would need to call from the jetway is the gate
attendant. And yet there is no prominence given to this number.
Instead someone just circled it to draw focus to it.  The
complexity of these dialing instructions is staggering, but the
difficulty of the system is exacerbated by the poor design of
the sign. American Airlines should be embarrassed by how they
deliver crucial information to th