Report

June 2001

• A great user experience is critical -- but rare.
• Expensive redesigns produce unmeasured results.

• User experience improvements can boost revenue, reduce customer service costs, and cut development waste.
• Design changes must support user and business goals.

• Don't add site features that can't be tied to a business goal.
• Plan for payback in three to six months.
• Seek service-level agreements from design firms.

• Old brands will use design to win new Web buyers.
• Models of user behavior will fuel measurement tools.

• Figure 1.  Most Sites Fail To Deliver A Good Experience
• Figure 2.  Business Objectives Should Align With User Goals
• Figure 3.  Tools And Techniques For Evaluating User Experience
• Figure 4.  Comparing The Priority Of Individual User Experience Fixes
• Figure 5.  Metrics For Calculating ROI From Design
• Figure 6.  Measuring Design ROI For A Hypothetical Apparel Retailer
• Figure 7.  Measuring Design ROI For A Hypothetical Auto Manufacturer

 

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