Forrester Upgrades Web Site Reviews

Forrester Research has launched an updated web site review methodology, and has failed 19 out of 20 major sites in an initial assessment. The sites, in the auto, media, retail, and travel industries, showed up significant flaws in content, navigation, presentation, privacy and security.

Forrester has been evaluating the effectiveness of corporate web sites for more than seven years, using research-based criteria to measure how effectively users can achieve their goals. The company grades each site according to 25 user-experience tests. The new process includes revised user-experience questions along with an evaluation of a site's competition. Harley Manning, VP at Forrester, said the updated methodology builds on Forrester's 'expertise in site design and vertical industries'.

The main problems with the twenty sites were a lack of content or content that is hard to find; difficulties in navigating and searching; poor presentation; and failures in privacy and security handling.

Manning states that more than 70% of clients have reported a positive impact on their site's usability following Forrester's reviews. According to client Brian Snyder, eCommerce Analyst at Whirlpool: 'Forrester's observations were right on the mark. With the analysts' help, we incorporated field studies, user interviews, persona development, usability testing, and feedback into the redesign process, which yielded unprecedented levels of acceptance and support from business units.'

More information on Forrester's web site review program is available at www.forrester.com/Products/Consulting/WSR

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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