Report

December 1999

Why Most B-To-B Sites Fail

Paul Sonderegger 		Today's Web sites ignore customer goals and fail to meet the basic requirements of a good user experience. But mastering design basics is a short-term patch. To get ahead, companies will adopt a scenario-centered design process to help customers accomplish their goals.
by Paul Sonderegger with Harley Manning, Randy Souza, Hollie Goldman, John Dalton

MARKET OVERVIEW
  • Thirty B-to-B sites failed user experience tests.
  • Sites broadly lacked value, ease, and reliability.
ANALYSIS
  • Firms must start by correcting basic flaws.
  • Firms must move to a design approach that focuses on specific users, their key goals, and the steps to those goals.
ACTION
  • Use scenario design to improve customer support.
  • Validate integrators' solutions with user tests.
WHAT IT MEANS
  • User experience is more important than time-to-market.
  • Site functionality is the next patent war zone.
 
Figures & Data
  • Figure 1.  User Experience Evaluation Results
  • Figure 2.  Business-To-Business Sites Failed User Experience Tests
  • Figure 3.  Best-Practice Tactics For Meeting Basic User Needs
  • Figure 4.  Principles Of Scenario-Centered Design
  • Figure 5.  Outside Resources For Improving User Experience
   
RELATED MATERIAL 
  • Research Methodology
  • Companies and Organizations Interviewed For This Report
  • Related Research
 
GRAPEVINE
  • When is a privacy issue not a privacy issue?
  • Good user experience can't be bought.
  • Disabled users won't be ignored.
  • New dogs need to learn old tricks.

Special Features

1 Forecast

Research on future technology trends or innovation

corner border corner
Ratings and Comments
NOT YET RATED
corner border corner