Summary
Nine top European Web design agencies offered two of their best reference sites to Forrester for rigorous review. To our surprise, many of them suffered from poor text legibility, unclear menus, and confusing task flows. These are all well-researched usability problems, often with known solutions. Customer experience experts can fix these problems by simply applying Scenario Design principles and better standards for text fonts and sizes, and by using Web analytics to identify task-flow problem spots.
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