Executive Q&A: Website Brand Experience Reviews

January 13th, 2010

With contributors:

Harley Manning , Rachel Zinser

Summary

Website Brand Experience Reviews uncover two types of flaws in a website's support for brand: those that prevent users from accomplishing key goals and those that contradict a company's brand attributes. To get the most out of a Website Brand Experience Review, customer experience professionals should document user goals that drive business metrics and conduct Brand Action reviews to measure how well the site satisfies those goals. They should also collect brand positioning statements and conduct Brand Image reviews to ensure that the site presents the brand's core attributes in a manner that is consistent with other channels and relevant to target users.

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