Forrester Research

Lead

Oct - Dec 2023

date
role
objective

Identify and validate occurrence, frequency, and severity of UX issues on Forrester.com to define opportunities and help determine prioritization.

Deliverables

/ 3 detailed audit decks
/ 2 benchmark scorecards
/ Findings and recs deck

methods

/ Heuristic evaluation
/ Benchmarking
/ Competitive analysis

outcomes of this work

/ Clarity on the current state of the experience and inspiration for the future state
/ Improved and more informed roadmaps for Forrester’s product and DX teams
/ Increased organizational visibility of Forrester Consulting’s UX SME

THE BIG KEY TAKEAWAY of this work

Presenting too much information too quickly caused overwhelm, indicating an opportunity to ensure Forrester’s web resources are aligned to users on a need-to-know basis and eliminate jargon or any use of complex terms for clarity.

Process

  • Defined evaluation parameters including 1 UX persona, 3 UX scenarios, and criteria across both UX and Functionality (FXN).

  • Thoroughly audited Forrester and one competitor by reviewing, screencapturing, and annotating the experience.

  • Benchmark scored Forrester and one competitor to gauge UX and FXN performance.

  • Synthesized review and benchmark findings into actionable recommendations.

  • Prioritization and positive feedback spurred additional socialization to Forrester executives.

01. PREP

We hosted a kick-off session, did discovery work, and confirmed what criteria we’d be using.

UX Persona & Scenarios

02. REVIEW

The Forrester website and one competitor were then thoroughly reviewed, screencaptured, and annotated.

Sample of detailed review of Forrester.com

03. BENCHMARK

Forrester and one competitor were then scored for UX and Functionality. Criteria was scored on a -2/+2 scale, which were translated to a 1-100 scale to produce the category and overall scores.

Overall UX and Functionality (FXN) Scores

Review and benchmark findings were then synthesized, a competitive analysis was conducted, and finally, recommendations formulated and aggregated into five key themes.

04. ANALYZE

Summarized findings

Matrix used to assess competitive performance

Recommendation themes

05. SOCIALIZE

Recommendations were prioritized, providing clarity and direction as DX began to build out their roadmaps. Final end deliverables were then created and delivered to positive feedback and additional requests for socialization.

Recommendations prioritized

“The amount of work that has gone into this has been astounding and you've highlighted exactly how we
can tackle current challenges.”

— Lead ux researcher

“This work has been excellent. We'd like to present these to VP of Product as well as the CEO."

— VP, DX