Trends Report

Best Practices For Retail Sites: User Experience Review, 2016

The Good News Is The Problems Are Avoidable

October 20th, 2016
Andrew Hogan, null
Andrew Hogan
Allegra Burnette, null
Allegra Burnette
With contributors:
David Truog , Fiona Swerdlow , Nick Barber , William Willsea , Rachel Birrell


Good user experience (UX) drives revenue through increased conversion, ongoing loyalty, and deepened trust, as Forrester's research has proven. So what can retailers learn from leading US retail sites? We set out to get some answers by applying Forrester's newly revamped digital user experience review methodology to 12 retailers from our US Customer Experience Index, 2016. This report outlines our findings: best practices for CX pros to help turn more online shoppers into customers and advocates.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.