October 27, 2008


I have my own model for looking at website quality, but the big boys a Forrester take it to a whole new level...They use 25 questions if four broad categories:

- Value
= Can the user accomplish their prescribed tasks?
- Navigation = Heuristics
- Presentation = is it pretty and easy to use?
- Trust = Does the online presence create and foster trust?

A critique of the Forrester Website Review Methodology:
Sounds impressive, no? I had a closer view of how Forrester ranks websites from a heuristic usability perspective. The methodology is solid and references are dense, but when I map them against the 6 criteria in my model, it stacks up like this:

Accessibility (how easy it is to find the site?) = 0 criteria
Immersibility (how easy it is for the user to immerse the user in the experience?) = 16 of 25 criteria across their four axes
Content (depth, breadth, relevancy, recency) = 4 criteria
Capabilities (tools) = 10 criteria
Community (can users share and learn from each other?) = 2 criteria
Commerce (how good is the e-commerce engine?) = 3 criteria

In other words, their model doesn't take into account the importance of Search Engine Optimization, Social Media, and user cross-interaction. It focuses on 'how easy the site is to use', which is fine. But, it misses critical elements for an engaging, elegant, lasting user experience.

Yeah, they'll probably sue me...

No comments: