(Length: 7 pages)

July 25, 2003

Web Sites Continue To Fail The Usability Test

by Bruce D. Temkin

with Harley Manning, Moira Dorsey, Hwasun Lee

Executive Summary (This is a document excerpt)

Forrester examined the results from 375 Web site reviews. Top marks go to retailers, while telco service providers and B2B sites came in at the bottom of the list. To improve usability, firms must adopt Scenario Design -- and focus on their most important users.

 
Figures & Data
  • Figure 1.  Score Distribution From Forrester's Latest 375 Web Site Reviews
  • Figure 2.  Web Site Review Scores By Industry
  • Figure 3.  Top Failures In Forrester's Most Recent 125 Reviews
  • Figure 4.  Scenario Design Focuses On Helping Users Achieve Their Goals
  • Figure 5.  Example Of Design Persona
  • Figure 6.  Typical User Goals For Evaluating Usability
   

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Analyst: Bruce D. Temkin
Technology: Customer Experience, Design & Usability Processes
Geography: Asia Pacific, Europe, North America
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Rating: 8 out of 10
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