Executive Summary (This is a document excerpt)

Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest credit card issuers, consumer electronics retailers, PC manufacturers, and wireless providers. As a group, electronics retailers outperformed other industry categories, while credit card providers fell to the bottom of the list. We encountered flaws on all of the sites we tested — including Dell.com which earned the only passing score. To improve Web site experiences, firms need to focus their efforts on target users. With that perspective, they can eliminate design flaws with known solutions first, apply business-centric design processes consistently in support of business goals, and justify improvements based on projected return on investment (ROI).

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