Executive Summary (This is a document excerpt)

As part of a larger analysis of 12 firms across four industries, Forrester applied its Web Site Review methodology to the Web sites of the UK's top three newspapers: The Times, The Guardian, and Telegraph. As an industry, newspapers came in second of all four industries reviewed, with an overall average score of +15. With a score of +18, The Times ranked highest of the newspaper sites and second among all 12 sites. Our analysis uncovered flaws on each of the newspaper sites, but there were also some best practices, like The Times' outstanding interactive elements, The Guardian's optimal text legibility, and Telegraph's easily scannable layout. To improve Web site experiences, customer experience professionals should start by conducting regular reviews of their own sites and focus on making the business case to fix problems that prevent target users from achieving their goals.

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