Best And Worst Of B2C Site Design, 2009
Forrester Applies Its Web Site Review Methodology To 16 Major Firms
April 14, 2009
Why Read This Report
Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies. While Expedia received the highest score, all 16 sites failed our usability test. As a group, online travel agencies outperformed other industries, while footwear manufacturers fell to the bottom of the list. But we did encounter some good practices along the way, like Allstate's auto insurance coverage recommendation tool, Nike's functionality that enables users to customize running shoes, and Expedia's easy-to-scan pages. To improve Web site experiences, customer experience professionals should evaluate their own sites' experiences and then make the case for site usability investments even in a tough economy.
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Also in Collection: Best And Worst Of Experience Design, 2009
Best And Worst Of Cross-Channel Design, 2009
March 6, 2009 | Adele Budovsky
Best And Worst Of Phone Self-Service Design, 2009
May 20, 2009 | Adele Budovsky
Online Travel Agencies' Cross-Channel Experience, 2009
May 22, 2009 | Adele Budovsky
Best And Worst Of Email Interaction Design, 2009
May 27, 2009 | Adele Budovsky
Auto Insurers' Cross-Channel Experience, 2009
July 10, 2009 | Bruce D. Temkin
Discount Retailers' Cross-Channel Experience, 2009
September 3, 2009 | Bruce D. Temkin
Footwear Manufacturers' Cross-Channel Experience, 2009
September 18, 2009 | Adele Budovsky
Table of Contents
- Examining The Current State Of B2C Web Site Experiences
- All 16 Sites Failed Our Usability Test
- Sites Struggle In All Four Categories Of Our Evaluation
- Design Best Practices Emerge Among The Flaws
- Improve Your Web Site Experience With User-Centered Design
- Supplemental Material
- Related Research Documents