Executive Summary (This is a document excerpt)

The overwhelming majority of today's Web sites suffer from design flaws. These problems hurt the business by making it hard for customers to achieve goals like buying products, opening an account, or using self-service features. To make it easy for site owners to find and fix these flaws, Forrester selected 10 tests out of the 25 tests in our Web Site Review methodology. We did this by putting our criteria through three screens: 1) failed by more than 50% of the 1,228 sites we've tested to date; 2) proven impact on business results; and 3) relatively easy to conduct — even if you're not a usability expert. To get full value from these 10 tests, companies should list their site business goals and the corresponding customer goals and then review parts of their sites that support these complementary objectives.

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