For Customer Experience Professionals

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	June 13, 2007 Best And Worst Of Japanese Site Design, 2007 Forrester Applies Its Web Site Review Methodology To 12 Major Japanese Firms by Jonathan Browne with Ron Rogowski, Steven Geller

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Executive Summary

Using our recently updated Web Site Review methodology, Forrester evaluated the Web site customer experience of 12 major Japanese firms — four each in the automotive, banking, and consumer electronics industries. As a group, banks outperformed other industries, while automotive sites lagged. However, no site received a passing grade. To create valuable sites for their online customers, Japanese companies should build sites that focus on target users and their goals, adopt best practices from outside their industries, and prove the value of site enhancements.

TABLE OF CONTENTS

• Reviewing The State Of The Japanese Web Site User Experience, 2007
• Despite Flaws, A Few Best Practices Shine Through

RECOMMENDATIONS

• Build Valuable Sites That Focus On Customers And Design Best Practices
• Supplemental Material
• Related Research Documents

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