Length: 14 pages
March 11, 2005Best And Worst Of Site Design, 2005
Forrester Applies Its Review Methodology To 20 Major Web Sites
by Harley Manning, Kerry Bodine
This is a document excerptEXECUTIVE SUMMARY
Forrester used its updated Web Site Review methodology to evaluate the customer experience offered on 20 major sites — five each in the auto, media, retail, and travel industries. Retail outperformed all other categories and travel came in decisively last. Kmart led the pack, edging out nytimes.com and Wal-Mart — but we found basic design flaws on even the best sites we tested. To ensure that they get at least the basics right, firms need to add discipline to their design efforts.
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Forrester interviewed 10 vendor and user companies, including: Carlson Companies, Chicago Tribune, Ford, Fry, Intercontinental Hotels, Kmart, The New York Times Company, Starwood Hotels, Wal-Mart, and The Washington Post Company. Related Research Documents
July 19, 2004, Forrester Big Idea
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How Good Is Web Customer Experience In 2005?
Major Design Flaws Exist Across All Evaluation CategoriesFind Documents In Related Categories |
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