Best and worst of B2C site design, 2009 : Forrester applies its web site review methodology to 16 major firms

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      <subfield code="a">Forrester applied its Web Site Review methodology to the site experiences at 16 firms  four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies. While Expedia received the highest score, all 16 sites failed our usability test. As a group, online travel agencies outperformed other industries, while footwear manufacturers fell to the bottom of the list But we did encounter some good practices along the way, like Allstates auto insurance coverage recommendation tool, Nikes functionality that enables users to customize running shoes, and Expedias easy-to-scan pages. To improve Web site experiences, customer experience professionals should evaluate their own sites experiences and then make the case for site usability investments even in a tough economy</subfield>
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