For Customer Experience Professionals

How To Survive The Browser Wars

Top Considerations When Designing For Cross-Browser Interoperability

by Harley Manning, September 17, 2009

The browser wars have turned hot! How can companies deliver a high-quality Web experience in a world of proliferating platforms — without breaking the bank? The answer lies in best practices for effective cross-browser design and testing. By embracing . . .

For Customer Experience Professionals

Web Site Brand Reviews: What, Why, And When

A Testing Method To Make Your Brand Stand Out In Your Web Experience

by Harley Manning, June 22, 2009

During these uncertain economic times, it's even more important that brand attributes relate to key user goals and are always in front of your customers, giving them the desire and confidence to shop with you before they shop with someone else. Web Site . . .

For Customer Experience Professionals

TV Network Sites Make It Hard For Users To Find Content And Purchase DVDs Of Shows

Forrester Evaluated The Top Four US TV Network Sites

by Harley Manning, June 16, 2009

Forrester applied its Web Site Review methodology to the site experiences at the top four US TV network Web sites: ABC, CBS, FOX, and NBC. Our evaluation looked at how well each site supported a fan trying to find and interact with content related to . . .

For Customer Experience Professionals

Top 10 Web Design Fixes For Improving Business Results

by Harley Manning, May 26, 2009

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 . . .

For Customer Experience Professionals

UK Utilities Don't Energize Consumers With Their Home Pages

Forrester Reviews The Home Pages Of Six UK Energy Suppliers

by Harley Manning, May 8, 2009

Forrester evaluated the home pages of the UK's top energy suppliers and found that there is significant room for improvement: Only one company achieved a passing score. To attract new customers and avoid losing current customers, utility companies should . . .

For Customer Experience Professionals

Web Site Reviews: What, Why, And When

An Overview Of The Benefits And Limitations Of Expert Reviews

by Harley Manning, April 9, 2009

During these uncertain economic times it's even more important to satisfy customers by offering them a high-quality Web experience. Web site reviews offer an efficient way to identify — and then remove — usability problems that lead to lost sales and . . .

For Customer Experience Professionals

The Netherlands' Customer Experience Index Snapshot: Health Plans

by Harley Manning, February 18, 2009

Forrester asked nearly 5,000 consumers in the Netherlands about their interactions with a variety of health plans, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer . . .

For Customer Experience Professionals

The Netherlands' Customer Experience Index, 2008

Consumers Rate The Customer Experience Of 57 Large Firms In The Netherlands

by Harley Manning, February 18, 2009

Forrester asked 5,000 consumers in the Netherlands about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience . . .

For Customer Experience Professionals

The 2009 European Web Design Vendor Survey

Forrester Asks 46 European Interactive Agencies About Their Web Design Practices

by Harley Manning, January 9, 2009

For Web site owners, choosing the right Web design vendor can be a serious challenge. Project costs are high, and agencies are becoming increasingly selective about the projects they take on. To help kick-start the vendor selection process, Forrester . . .

For Customer Experience Professionals

The Future Of Web Design: Balanced Support For Both Customer Goals And Brand Communication

by Harley Manning, January 8, 2009

Forrester interviewed 19 creative directors and user experience directors from 12 top interactive agencies in the UK to ask them why there is a divide between Web sites that communicate brand attributes effectively and Web sites that offer a strong customer . . .

For Customer Experience Professionals

Topic Overview: Customer Experience In A Down Economy

by Harley Manning, Moira Dorsey, December 12, 2008

As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for customer experience will be even more of a challenge. But firms can ensure that the experiences they offer don't degrade — and hopefully improve . . .

For Customer Experience Professionals

Persona Reviewers' Guide (150 KB DOC)

by Harley Manning, December 17, 2007

A guide to reviewing personas using Forrester's Persona Review methodology.

For Customer Experience Professionals

Topic Overview: Customer Experience

by Harley Manning, September 12, 2007

Forrester's customer experience research helps customer experience professionals and interactive marketing professionals compete effectively in a world where empowered consumers are getting harder than ever to win and keep. Our research spans multiple . . .

For Customer Experience Professionals

Microsoft Buys aQuantive: The Future Of Avenue A | Razorfish Is Unclear

by Harley Manning, May 23, 2007

Microsoft's announced that it will acquire aQuantive, the parent company of Avenue A | Razorfish. It's clear that Microsoft wants the digital advertising tools and services of aQuantive's Atlas and DRIVEpm business units, but it's not clear that it wants . . .

For Customer Experience Professionals

Forrester Web Site Review Scorecard (228 KB DOC)

by Harley Manning, April 20, 2007

For Customer Experience Professionals

WSR 6.0 Reviewers Guide (412 KB DOC)

by Harley Manning, February 1, 2007

For Customer Experience Professionals

Forrester Brand Image Web site review scorecard (90 KB DOC)

by Harley Manning, December 20, 2006

For Customer Experience Professionals

Forrester Web site review scorecard (191 KB DOC)

by Harley Manning, December 20, 2006

For Customer Experience Professionals

Forrester Cross Channel Review scorecard (614 KB DOC)

by Harley Manning, December 20, 2006

Online Branding Increases Purchase Intent

A New Study Sheds Light On How Brand And Usability Interrelate

by Harley Manning, December 7, 2006

Companies have a difficult time justifying investments in online branding and Web site usability. But a new tool from WHITTMANHART and Burke, called the Interactive Prediction Model (iPM), sheds light on the relationship between effective design and strong . . .

Should Web Designers Report Into Marketing?

Wrong Question! Changing Reporting Relationships Won't Fix Design Flaws

by Harley Manning, September 13, 2006

Can moving control of site design to the marketing department improve today's poor online customer experience? It hasn't so far. So, instead of asking where Web organizations should report, companies would be better served by focusing on the real key . . .

Lessons From AD TECH Persona Panel

Whirlpool, Best Buy, And Indiana Wesleyan University Share Best Practices

by Harley Manning, July 31, 2006

In July 2006, at AD TECH, Chicago, Forrester moderated a panel, "Persona Development And Decision-Making," where panelists from Whirlpool, Best Buy, and Indiana Wesleyan University shared their persona practices. Whirlpool described how its personas are . . .

Make The Most Of Your Auto Insurance Brand On The Web

Forrester Grades Four Sites On How Well They Build Their Brands

by Harley Manning, July 25, 2006

The auto insurance industry includes recognized brands like Allstate, GEICO and Progressive. But how good is the brand experience offered by these auto insurance company Web sites? To find out, we graded the sites of four top brands on how well they deliver . . .

Don't Rationalize Bad Site Design

by Harley Manning, June 2, 2006

Many sites fail basic tests of Web usefulness and usability. One reason is that designers and stakeholders use false assumptions to rationalize poor decisions. This causes problems like: barely legible text that annoys customers, forced registration that . . .

Make The Most Of Your Financial Services Brand On The Web

by Harley Manning, May 16, 2006

The financial services industry includes world-famous brands like Citi, Fidelity, and Morgan Stanley. But how good is the brand experience offered by major financial services Web sites today? To find out, we graded the sites of 16 top brands on how well . . .