Forrester surveyed our Customer Experience Peer Research Panel to reveal the inner workings of today's typical Web organization. We found an experienced boss with important responsibilities but a relatively small budget, and centralized design resources — an approach that respondents ranked high in terms of communication, quality, and efficiency. Contrarily, our conversations with the people who run some of today's largest Web sites show that they tend to view organizational structure as a complex entity that requires a multistep, disciplined approach.

To improve their ability to create great user experiences, Web executives should centralize staff with skills in online business strategy and Web design, empower them to make decisions, and nurture a corporate culture that lets them get the job done. The overall objective of our Web organization review is to provide targeted recommendations about organizational design that will enable your cross-company Web site strategy team to work collaboratively and effectively.

Forrester Consulting works with clients at several distinct levels of engagement, from one-day workshops on organization best practices to in-depth, six- to seven-week engagements that incorporate multiple stakeholder interviews. Longer engagements include more elements of your actual organization's current state in the analysis and, therefore, provide more detailed findings and recommendations. This in-depth assessment typically includes:

• A kickoff meeting.
• Multiple stakeholder interviews.
• Additional follow-up interviews.
• An analysis and comparison of your organizational structure to industry best practices.
• A review of the executive summary.
• An on-site meeting to present the executive summary.

This comprehensive approach ensures that your company's Web organization is working effectively to create great user experiences for your customers.