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  • Web Design Standards

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  • For Customer Experience Professionals

    Report

    Report Q&A: Why Emerging Technologies Require Interaction Design

    Answers For CX Pros Who Need To Help Execs Understand IxD's Growing Importance
    August 3, 2017 | Jennifer Wise

    As emerging technologies make customers' interactions with products, services, and brands increasingly digital and complex, companies need CX professionals who know interaction design (IxD) more...

  • For Customer Experience Professionals

    Report

    Report The Six Key Steps To Instituting Good Experience Design

    Establish Your Design Practices For CX Transformation

    CX transformation requires experience design competency — you need to be able to define and refine experiences based on your vision and on research-based customer understanding. To get started, go...

  • For Customer Experience Professionals

    Report

    Report Elevate Your Design Practice To Differentiate Experiences

    Advance Your Design Practices For CX Transformation
    June 19, 2017 | Jennifer Wise

    As you lead your organization's journey to customer experience (CX) transformation, you're ready to advance once you've established a solid and rigorous design competency. That means adopting best...

  • For Customer Experience Professionals

    Report

    Report Experiment With New Approaches At The Leading Edge Of Design

    Innovate Your Design Practices For CX Transformation
    June 19, 2017 | Andrew Hogan

    Have you advanced your organization's design competency? If you have, your design practice is now consistently applying best practices and strong discipline to defining and refining experiences...

  • For Customer Experience Professionals

    Report

    Report Good News And Bad News For Federal Digital Customer Experience

    Insights From Forrester's Consumer Technographics® Survey
    February 22, 2017 | Rick Parrish

    Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

  • For Customer Experience Professionals

    Report

    Report Brief: What CX Pros Can Learn From Web Summit 2015

    January 8, 2016 | Allegra Burnette

    The recent Web Summit in Dublin brought together tens of thousands of entrepreneurs, investors, designers, developers, and other attendees and speakers. Together, they explored current trends and...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Put Web Images On A Diet To Improve Customer Experience

    October 27, 2015 | John M. Wargo, Mark Grannan, Anjali Yakkundi

    Web standards are evolving, browsers are gaining versatility, and wireless connections are getting faster. Unfortunately, even with all of these trends, web performance — how long a user waits for...

  • For Customer Experience Professionals

    Report

    Report Make This Website Redesign Your Last

    October 22, 2015 | Allegra Burnette

    The Big Bang website launches and marketing splashes of yesterday are dying. It's time to enter the new era of iterative, progressive improvements to web experiences. This report shows customer...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Two Open Web Standards Will Change Web Development And Delivery In 2015

    October 22, 2014 | Mark Grannan

    The modern web page weight is bloated. Images generate over half the payload, many of which are ill suited to download and/or view on a mobile device. In addition to sheer bits and bytes, the...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Chinese-Language Websites, 2013

    September 24, 2013 | Samantha Jaddou

    Forrester has been evaluating website user experiences since 1999, and we've completed more than 1,500 site reviews so far. This year, for the first time, we turned our attention to...

  • For Customer Experience Professionals

    Report

    Report Prototyping For Customer Experience

    June 13, 2013 | John Dalton, Amelia Sizemore

    Prototypes fuel ideation, provide a vehicle for gathering user feedback, and facilitate communication by exposing design assumptions. Customer experience professionals who understand the benefits...

  • For Customer Experience Professionals

    Report

    Report Lessons Learned From 1,500 Website User Experience Reviews

    March 14, 2012 | Adele Budovsky

    Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B)...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark: Australian Apparel Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Apparel Retailers
    March 14, 2012 | Steven Noble

    In Australia, apparel retailers face incredibly challenging conditions, not helped by the emphasis that global online retailers from other countries are placing on this market. To test whether...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark: Australian Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers
    February 10, 2012 | Steven Noble

    Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Top Three Ways Manufacturers Can Drive Higher Conversion Rates Through The Online Retail Channel

    A Joint Study With Channel Intelligence Examines Best Practices Regarding Online Conversion
    February 1, 2012 | Andy Hoar

    To better understand how manufacturers can increase the ultimate conversion rate on leads they send to online retailer websites, Forrester teamed up with Channel Intelligence to analyze the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark 2011: Luxury Department Stores

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Luxury Department Stores
    October 5, 2011 | Patti Freeman Evans

    Forrester applied its Website Functionality Benchmark evaluation methodology to the top four US luxury department stores: Barneys New York, Neiman Marcus, Nordstrom, and Saks Fifth Avenue. These...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2011 US Online Sales Bank Rankings

    Citibank Takes The Top Spot For 2011
    July 11, 2011 | Brad Strothkamp

    Forrester evaluated the online sales process of the six largest US banks — Bank of America, Chase, Citibank, PNC Financial Services, U.S. Bank, and Wells Fargo — using our Website User Experience...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2011 Canadian Online Sales Bank Rankings

    Royal Bank Of Canada Takes The Top Spot For 2011
    July 5, 2011 | Brad Strothkamp

    For the sixth year in a row, Forrester evaluated the online sales effectiveness of the six largest Canadian banks — Bank of Montreal, Canadian Imperial Bank of Commerce (CIBC), National Bank of...

  • For Customer Experience Professionals

    Report

    Report How To Make Your Website More Tablet-Friendly

    June 30, 2011 | Vidya L. Drego

    Tablet sales are booming, and while applications (apps) are all the rage, consumers are still spending more time using browsers on their tablets than they are using apps. That makes sense because...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Website User Experience, 2011: Canadian Banks

    Forrester Applies Its Website Review Methodology To Six Canadian Bank Sites
    June 15, 2011 | Ron Rogowski

    Forrester evaluated the user experience at the public-facing websites of six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC),...

  • For Customer Experience Professionals

    Report

    Report Best And Worst Of Website User Experience, 2011: US Banks

    Forrester Applies Its Website Review Methodology To Six US Bank Sites
    June 15, 2011 | Ron Rogowski

    Forrester evaluated the user experience at the public-facing websites of six leading US banks by assets: Bank of America, Chase (JPMorgan Chase), Citibank, PNC Financial Services, US Bank, and...

  • For Customer Experience Professionals

    Report

    Report Mastering Emotional Experience Design: Engage A Mix Of Senses

    April 13, 2011 | Ron Rogowski

    The sensory experience is a critical part of engaging users in digital interaction points. Unfortunately, many legacy websites keep users at arm's length with static text, generic imagery, and few...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Injecting Next-Generation Thinking Into Your Financial Services Acquisition Website

    Technology Is Just Part Of The Answer To Building A Next-Generation Sales Site
    March 14, 2011 | Brad Strothkamp

    The next generation of online financial services sales needs more of a change in thinking and approach than a change in technology. Forrester believes the next generation of online sales in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark 2010: US Outdoor Outfitters

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five Top Outdoor Apparel Brands
    February 17, 2011 | Patti Freeman Evans

    Forrester evaluated the websites of the five largest US outdoor retailers — Lands' End, L.L.Bean, Eddie Bauer, Orvis, and Sierra Trading Post — using our Website Functionality Benchmark (WFB)...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2010 Canadian Credit Card Secure Site Rankings

    Depth Of RBC's Site Prevails Over Streamlined CIBC Offering
    February 16, 2011 | Emmett Higdon

    For the first time, Forrester evaluated the secure Web sites of four of Canada's largest credit card issuers — Bank of Montreal, CIBC, Royal Bank of Canada (RBC), and TD Canada Trust — using our...