Summary
Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User Experience Review methodology — they see a boost in site success metrics. Customer experience professionals should use these success stories to prove to peers and executives that the time and money it takes to fix common usability issues is well spent, and they should use other companies' results as a baseline for estimating their own success.
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