CLIP THIS INQUIRY

Select a group:

Group Name
Create New GroupClip

CLIP THIS FLOW

Select a group:

Group Name
Create New GroupClip

For Customer Experience Professionals

Best And Worst Of Website User Experience, 2010

Lessons Learned From 35 Website User Experience Reviews Across Six Industries

February 04, 2011

By Adele Sage with Ron Rogowski, Belle Bocal

  • 1374 downloads
  • 0 comments
  • Rating:

Why Read This Report

In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and wireless carriers. An analysis of the results surfaced common user experience problems, including missing content and functionality, inefficient task flows, and illegible text. Despite overall poor performance, we uncovered best practices that firms in any industry can view as lessons for building better website user experiences. To improve the online user experiences they offer, and in the process differentiate from competitors, firms should follow the principles of Scenario Design, emphasize usability fundamentals, and move toward a future where site content is customized, aggregated, relevant, and social.
Tags: Banking, Consumer PCs, Customer Experience Management, Financial Services, Health Plans, Healthcare & Life Sciences, Manufacturing, Mobile Services, Online Banking, Online Financial Products & Services, Personas & Scenarios, Retail, Telecommunication Services, Web Design & Usability, Web Design Standards
US $ 499
Become A Client

Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

Already A Client?
Log in to read this document.

TABLE OF CONTENTS

  • How Good Are Today's Website User Experiences?
  • All 35 Sites Failed Our Usability Test
  • Design Best Practices Exist Among The Problems

  • RECOMMENDATIONS

    Improve Your Website Experience With User-Centered Design
  • Supplemental Material
  • Related Research Documents
 
Loading...

Browse

About Forrester

Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Roles We Serve

Forrester supports leaders in 13 roles across three distinct client segments: Business Technology, Marketing & Strategy, and Technology Industry.

Analysts & Coverage Areas

Aligned to your professional role, Forrester's analysts are experts in the specific technologies, issues, and trends currently impacting your business.

Research
Latest Reports
Playbooks
Charts & Figures
Forrester Waves
Planned Research
Data
Consumer Data
Business Data
Events
Forums
Webinars
Workshops
Tools & Templates
Vendor Selection Aids
Best Practice & Self-Assessments
Models & Calculators
Document Templates

Forrester Leadership Boards

Fresh thinking and collaborative problem-solving through an unmatched combination of peer networking, forward-looking analysis, and professional guidance.

Consulting

Our expert analysts provide custom research-based frameworks to guide you through each phase of your critical business initiatives from identifying opportunity to optimizing results.

Community

Connect with peers and analysts, share your views, and ask questions on key business issues.

Blog

Forrester analysts weigh in on the latest business and technology news.

  • BROWSE
  • Register
  • Call +1 617.613.5730
  • Cart