Best and worst of cross-channel design, 2009

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<namePart>Sage, Adele</namePart>
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<namePart>Forrester</namePart>
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<publisher>Forrester Research</publisher>
<dateIssued>2009</dateIssued>
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<abstract displayLabel="Summary">The authors selected the top four firms in each of four industries and evaluated their multichannel experiences using Forresters  cross-Channel Review methodology. The methodology has three parts: 1) user goals that are representative of what target customers might want to accomplish witheach firm; 2) a set of 57 criteria that explicitly identify known types of user experience problems; and 3) trained analysts who examine the scenarios for their compliance with the 57 criteria. Two analysts tested and scored the experiences in each industry and then reviewed each others scores along with a third analyst before they were finalized</abstract>
<note type="statement of responsibility">by Adele Sage... [et al.]</note>
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