For Customer Experience Professionals (Length: 17 pages)

Executive Summary (This is a document excerpt)

Since 1999, Forrester has evaluated the experience of more than 1,000 Web sites. During that period, only 3% of the sites received passing scores on our Web Site Review methodology. But things have definitely changed during the past eight years. Scores have increased since 2001; sites provide more value but make it harder to find the value; and B2B sites lag B2C sites more than ever. Looking back at all of our evaluations, we've identified eight key lessons learned, including the facts that Scenario Design remains the key ingredient in good site design; good personas fuel great results; and culture, process, and skills matter more than org charts. Firms can learn a lot about the usability of their Web Sites by applying Forrester's Web Site Review methodology on their own.