July 11, 2008 - 9:24 P.M.
Where Web sites fail
Bruce Temkin, in his "Customer Experience Matters" blog, cites a Forrester Research study showing that Web sites fall down on the following criteria:
(A score of -2 was total failure.)
- Is text legible? [-2.0]
- Is the task flow efficient? [-1.5]
- Does the site help users avoid and recover from errors? [-1.2]
- Does the site present privacy and security policies in context?
- Does the landing page(s) provide evidence that the user goals can be completed? [-0.9]
- Are keyword-based searches comprehensive and precise? [-0.9]
- Do menu categories immediately expose or describe their subcategories? [-0.5]
- Do interactive elements behave as expected? [-0.4]
So how's your Web site doing?
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Related:
Best and Worst of B2C [Web] Site Design, 2008
Lessons Learned From 1,001 Web Site Reviews
Why online banking has stalled
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