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March 11, 2005 Best And Worst Of Site Design, 2005Forrester Applies Its Review Methodology To 20 Major Web Sitesby Harley Manning, Kerry Bodine with Bruce D. Temkin, Michelle Amato |
Average: 9
(1 rating)
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This is an excerpt
Executive 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.
TABLE OF CONTENTS
- How Good Is Web Customer Experience In 2005?
- Nineteen Out Of 20 Sites Fail
- Some Best Practices Shine Through The Flaws
RECOMMENDATIONS
- Put Process In Place To Ensure The Basics
- Supplemental Material
- Related Research Documents
This is an excerpt
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