For Customer Experience Professionals

Assumption Personas Help Overcome Hurdles To Using Research-Based Design Personas

by Jonathan Browne, November 4, 2009

Forrester recommends that customer experience professionals use personas founded in ethnographic research to guide the design of products, channels, and messages. However, some organizations struggle to use personas effectively. To overcome common barriers . . .

For Customer Experience Professionals

Best And Worst Of UK Brand Building Web Sites, 2009: Internet Service Providers

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Internet Service Providers

by Jonathan Browne, August 27, 2009

How good are the overall experiences offered by leading Internet service providers' Web sites in the UK in 2009? To find out, we graded the sites of four top UK ISP sites using Forrester's Web Site Brand Review methodology. Our tests measure how well . . .

For Customer Experience Professionals

How Satisfied Are Spanish Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés scored highest in consumer satisfaction, while Area PC came . . .

For Customer Experience Professionals

How Satisfied Are Italian Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction ratings, while ePRICE came last in our list. The most . . .

For Customer Experience Professionals

How Satisfied Are Dutch Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the highest satisfaction rates, while Bruna came in last. Dutch . . .

For Customer Experience Professionals

How Satisfied Are Swedish Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket achieved the highest satisfaction rates, while eBay trailed. . . .

For Customer Experience Professionals

How Satisfied Are German Consumers With Online Customer Experiences?

by Jonathan Browne, May 13, 2009

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the highest satisfaction rate, while Nike trailed. German . . .

For Customer Experience Professionals

How Satisfied Are French Consumers With Online Customer Experiences?

by Jonathan Browne, May 8, 2009

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the highest satisfaction rate, while CAMIF trailed behind . . .

For Customer Experience Professionals

How Satisfied Are UK Consumers With eCommerce Experiences?

by Jonathan Browne, March 12, 2009

Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their experiences, but there's still room for improvement. Amazon . . .

For Customer Experience Professionals

How Japanese Consumers Use The Mobile Internet

by Jonathan Browne, March 10, 2009

The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid mobile Internet users, there are significant differences . . .

For Customer Experience Professionals

Why Do Interactive Agencies Play Hard To Get?

Clients Must Ditch The Scattergun Approach To Hiring Design Partners

by Jonathan Browne, February 27, 2009

As the recession erodes Web budgets, customer experience professionals hope that agencies will be keener to bid on RFPs. Forrester's survey of 46 European agencies shows that agencies expect to be slightly more responsive than they were in 2008, but preparing . . .

For Customer Experience Professionals

Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

by Jonathan Browne, February 3, 2009

In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best customer experience practices. Mike Thompson of Barclays . . .

For Customer Experience Professionals

How Nico Nico Douga Energizes Its Community To Create Appealing Video Experiences

by Jonathan Browne, October 30, 2008

Japan's second largest online video portal — Nico Nico Douga — has succeeded in engaging its target audience of young Japanese consumers. Forrester spoke with company executives and attended Nico Nico Douga's user conference to learn about the secrets . . .

For Customer Experience Professionals

Design Persona Best Practices From Japan

Examining How Four Organizations Successfully Use Design Personas

by Jonathan Browne, September 16, 2008

Forrester decided to highlight four successful design persona initiatives within Japanese organizations that we found during our research. Hakubaku used personas to engage moms with its Web site. Fujitsu used personas to represent the children, teachers, . . .

For Customer Experience Professionals

Thirteen Obstacles To Persona Success

by Jonathan Browne, August 29, 2008

Early adopters in Japan have started to use design personas across a range of applications including product design, marketing communications, HR strategy, and Web site design. To understand the challenges faced by Japanese companies that have used personas, . . .

For Customer Experience Professionals

Japan's Mobile Social Networks Need Some Usability Tweaks

Forrester Evaluated Mixi Mobile And Mobage-town

by Jonathan Browne, August 7, 2008

To find out how easy it was to register for Japan's mobile social networking services (SNSes), Forrester applied an abridged version of its Web Site Review methodology to the site experiences at Japan's leading mobile social networking sites: Mixi Mobile . . .

For Customer Experience Professionals

Japan's Social Networks Need Usability Improvements

Forrester Evaluated Mixi, Gree, And Cafesta

by Jonathan Browne, August 5, 2008

The growing popularity of Japan's social networking services (SNSes) is dependent on getting people to sign up for and use their services. To find out how easy it was to register for Japan's SNSes, Forrester applied an abridged version of its Web Site . . .

The State Of Asia Pacific Enterprise Technology Adoption: 2008

by Jonathan Browne, May 20, 2008

How are businesses in the Asia Pacific (APAC) region adopting technologies in the software, hardware, networks, and services categories, and what do they plan to do with IT budgets in the next 12 months? This document gives highlights of data collected . . .

For Customer Experience Professionals

Japanese Consumers Need Better Online Forms

Design Forms As Processes That Enable Customers To Reach Their Goals

by Jonathan Browne, January 29, 2008

Many online scenarios finish with a customer completing a form. Yet form completion rates disappoint because forms fail to provide clear labels, lack privacy information, and don't help users recover from input errors. For Japanese customers the challenge . . .

For Customer Experience Professionals

Online Experience: A Global Comparison

The State Of The Web In The US, Japan, And Europe

by Jonathan Browne, January 10, 2008

Forrester's 2007 reviews of Web sites in Japan, Europe, and the US show a vast majority of sites in all regions to be deeply flawed. On average, US sites offer better customer experience than their European and Japanese counterparts, but their good performance . . .

For Customer Experience Professionals

The State Of Japanese Consumer Electronics Site Design, 2007

The Top Three Problems With Japanese Consumer Electronics Web Sites

by Jonathan Browne, October 30, 2007

As part of a study that looked at 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major Japanese consumer electronics manufacturers: Panasonic, Sharp, Sony, and . . .

For Customer Experience Professionals

The State Of Japanese Banking Site Design, 2007

The Top Three Problems With Japanese Bank Web Sites

by Jonathan Browne, September 28, 2007

As part of a study that evaluated 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major banks: Mizuho Bank, Bank of Tokyo-Mitsubishi UFJ, Resona Bank, and Sumitomo . . .

For Customer Experience Professionals

The State Of Japanese Automotive Site Design, 2007

The Top Three Problems With Japanese Auto Web Sites

by Jonathan Browne, August 10, 2007

As part of a study that evaluated 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major auto manufacturers: Honda, Mazda, Nissan, and Toyota. While Japanese automakers' . . .

For Customer Experience Professionals

Japanese Companies: Build Trust With Contextual Links To Privacy And Security Information

User Trust And Legislative Compliance Aren't Mutually Exclusive Goals

by Jonathan Browne, July 27, 2007

One of the most common flaws of major Japanese companies' Web sites is their failure to present privacy and security policies in the correct context. Despite establishing robust policies to comply with privacy legislation, Japanese companies miss opportunities . . .

For Customer Experience Professionals

Best And Worst Of Japanese Site Design, 2007

Forrester Applies Its Web Site Review Methodology To 12 Major Japanese Firms

by Jonathan Browne, June 13, 2007

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, . . .