In the third quarter of 2020 US e-commerce sales went up 36.7% compared with the same period in 2019. Websites have come back to center stage. However, we are not seeing an equivalent shift in web experience that matches the shift in today’s consumer behavior.
Retailers are leaving money on the table. Airports continue to speak to passengers using the CDC tone of voice by pasting carbon copies of healthcare guidelines. And healthcare web experience continues to confuse patients.
Human Centered Web Experience Starts with Messaging
Last year, we hosted a webinar for US airports. Together, we discussed the importance of passenger centered communication. Specifically, we advocated for an outside-in approach of using airport websites to provide