How can our Web site best meet the needs of our target customers?
	Web Site Reviews, Customer Experience Reviews, and Customer Experience Workshops In-depth customer analysis with: Consumer Technographics® Custom research Formal ROI analysis Customized partner selection for selected technology vendors and design agencies Persona reviews and prototype reviews Web organization reviews and workshops

As the director or VP of eCommerce, marketing, or customer experience, you are faced with creating a best-in-class Web site that increases revenues and enhances your brand, while keeping a tight rein on costs. Forrester Consulting can help you achieve this goal. Our insight, expert analysis, and guidance equip you to

• Benchmark your site's usability and functionality
• Build your case to make the changes that support your business objectives
• Transform your Web site by engaging an agency, creating personas, and organizing the right team
• Gain industry-specific insights with relevant industry and consumer data and tailored consulting programs like our Healthcare Benchmark

A Three-Step Approach To Creating A World-Class Web Site

Whether you are a director or VP of eCommerce, marketing, or customer experience, you face the same challenges in your role; the uncertainty of knowing how your Web site compares with industry standards and your key competitors, the battle to build the business case for senior management, and the complexity of transforming your Web site with the right agency, the right personas and the right team. What immediate steps can you take to improve your site in the near term? How does your Web site compare with those of your competitors? Forrester can answer these and a multitude of other questions with our three-step Web site transformation approach that includes detailed analysis, smart planning, and a focused transformation process.

Step One: Benchmark Your Current Site Experience

Forrester's Web site transformation offering can help when you need to:

• Identify flaws with your Web site. We have proven Web Site Review and Brand Review methodologies with more than 1,000 reviews conducted during the last 10 years.
• Determine best practices from other sites. We provide you with overviews of best practices from other Web sites from both inside and outside of your industry.

Step Two: Build The Case

Forrester Consulting leverages the benchmark of your current Web site experience to help you build the case for your Web site transformation project. Forrester can help you:

• Understand what users need from your Web site. Utilizing our Consumer Technographics® consumer research, Forrester can create data profiles of your customers or prospects including attitudes, preferences, technology adoption, and purchasing behavior.
• Calculate ROI. We conduct formal ROI analyses and ROI workshops, helping you to prove the value of the proposed investment in your Web site transformation project.
• Create a plan. We conduct workshops that can teach you techniques for improving your site design such as our Brand Review, Web Site Review, and Cross-Channel Review workshops.

Step Three: Transform Your Site

Once you have benchmarked your current site and developed a plan for transforming your Web site, Forrester Consulting can help you:

• Engage an agency. We customize Forrester Wave™ analyses and Forrester Wave workshops to help you select the right partner or technology provider for your Web site transformation.
• Create personas and execute the redesign. We can partner with you during every step of your Web site transformation project, whether it is prototype or persona reviews.
• Organize to support the new Web site. We conduct workshops and consulting engagements on Web site team organization, including the structure, process, skills and culture you’ll need to support a world-class Web site.

Case Study: A Worldwide Financial Services Company

To understand customer and noncustomer use of secure and nonsecure pages, Forrester designed, fielded, and analyzed a custom research study of 1,000 visitors to this client's Web site. We assessed satisfaction levels, behaviors, expectations, and preferences for financial services via the online channel. The client then gained insight into how well its Web site met the needs of customers. Forrester also conducted an expert Web site review to evaluate strengths and to identify areas for improvement. As a result, our client was able to redesign its site to deliver greater client satisfaction and higher online sales.