Report

September 2003

The Best And Worst Of Site Design, 2003

Harley Manning 		Amazon's design is good but not great. Media and travel sites are heavily flawed. Automotive sites? Train wrecks. Basic errors reveal the immature state of Web customer experience. But when sites fix flaws, there's quick ROI.
by Harley Manning with John Dalton, Michelle Amato, Moira Dorsey, Ron Rogowski

THE LANDSCAPE
  • Tests evaluate the user experience at 20 major sites.
  • Eighteen out of 20 sites don't make the grade.
ANALYSIS
  • Lands' End slashed call center traffic with contextual help.
  • Marriott increased bookings by $30 million with a layout change.
WHAT IT MEANS
  • Designers who master the basics will become a commodity.
  • Most companies will evolve designs via the "data track."
 
Figures & Data
  • Figure 1.  Forrester's Web Site Methodology, Version 4
  • Figure 2.  Retailers Take Top "Honors" In A Disappointing Field
  • Figure 3.  Best Practices And Notable Failures By Major Sites
  • Figure 4.  High Return From Commonsense Design Changes
   
RELATED MATERIAL 
  • Online Resource
  • Methodology For This Report
  • Organizations Interviewed For This Report
  • Related Research
 
GRAPEVINE
  • Hide in plain site.
  • Auto sites should order a lesson on rollover menus from L.L.Bean.
  • Accessibility is worse than we thought.

 

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Analyst: Harley Manning
Document Type: Report
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