Summary
Clients frequently ask Forrester how often they should redesign their Web site. The answer? Redesign your site when it no longer supports business goals, brand attributes, or user goals. How will site owners know that their sites fall short in one of these three missions? Forrester recommends that customer experience professionals watch for one or more of seven indicators that it's time for an online overhaul. To help make the case for change, customer experience professionals should assess their site's current state, estimate the potential return on investment (ROI) from a redesign, monitor navigation system health, and listen to their users to see if they are ready for the next level of online experiences — one that is more customized, aggregated, relevant, and social (CARS).
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