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Posted by Adele Sage on March 15, 2012
After more than 12 years of evaluating website user experience, Forrester reached a major milestone — completing 1,500 Website User Experience Reviews. That's more than 100 reviews per year or more than 10 per month. Whew! We've been busy.
These reviews (using an expert/scenario/heuristic review methodology) span B2C and B2B sites, intranets, and employee portals across many industries and countries. What we do: We identify target users and attempt to accomplish realistic user goals for those users, and then we evaluate the experience on a set of 25 criteria graded across possible scores of -2 (severe failure), -1 (fail), +1 (pass), or +2 (best practice) for each criterion.
This last finding is the most discouraging. Digital customer experience professionals, I implore you: Stop making the same mistakes!
More detailed findings are available in the report, "Lessons Learned From 1,500 Website User Experience Reviews." Or check out the "Executive Q&A:Website User Experience Reviews" if you're looking for more info on the methodology.