Lessons Learned From 1,500 Website User Experience Reviews

March 14th, 2012

Adele Sage

With contributors:

Vidya L. Drego , Jennifer Peterson , Belle Bocal

Summary

Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B) companies, numerous industries, and disparate geographies. We examined the trends over time and across types of sites to identify the common user experience problems that persist to this day. Based on the findings, we challenge digital customer experience professionals to identify those problems on their own sites and fix them — or risk wasting millions of dollars.

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