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latest industry reports
Multichannel Retail Customer Experience Report
The Multichannel Retail Customer Experience Report provides full analysis, guidelines, and real examples that review the state of cross-channel brand experience in the retail sector
Download the Multichannel Retail Customer Experience report (PDF - 1.4MB)
Flights Online 2011: Ensuring your site takes off
The annual Flights Online study examines the level of usability and user experience of the top 20 UK travel agent and airline carrier websites. The report analyses each website against our best practice guidelines, and provides a league table showing this year's results and any changes from last year's rankings.
Download the Flights Online 2011 report (PDF - 1.1MB)
360° news provider overview: An independent evaluation of the user experience across channels
The 2011 '360° news provider overview' report provides full feedback, comparisons and league table ratings for the UK's top 10 written news providers' cross channel experience.
Download the 360° news provider overview report (PDF - 1.8MB)
Reports archives
2011
The Future of Online Content: An International Perspective
First published: March 2011
- Reviews the key trends in the consumption of online content, both devices and methods
- Analysis of content menetisation models - what works, what doesn't, and why
- Examines how the nature of content will change in response to new consumption patterns
Download the Future of Online Content report (PDF - 141KB)
2010
Energy and Water Supplier Website Usability
First published: November 2010
- Updated version of our annual guide to the best utility sites
- Evaluates the websites of 24 UK energy and water suppliers
- Provides essential guidelines for utility websites
Download the Energy and Water Supplier Website Usabilityreport (PDF - 2.3MB)
Ecommerce Usability for High Street Retailers
First published: October 2010
- Updated version of our annual guide to the best ecommerce sites
- Assesses the websites of 20 of the UK's leading high street retailers
- Provides 20 essential guidelines for ecommerce websites
Download the Ecommerce Usability for High Street Retailersreport (PDF - 1Mb)
Video on Demand: Playing Catch Up
First published: October 2010
- Assesses the usability of 6 broadcaster VoD websites
- Provides 10 essential guidelines for web usability
- Identifies key trends in VoD websites
Download the Video on Demandreport (PDF - 1.5Mb)
Local Council Websites: The Devil Is in the Detail
First published: July 2010
- Updated version of our annual guide to the best council websites
- Assesses the usability of the 20 leading UK council websites
- Provides 20 essential guidelines to which every council website should adhere
Download the Local Council Websitesreport (PDF - 1.3Mb)
World Cup Websites: All to Play For
First published: June 2010
- Evaluates the usability of the main World Cup-focused websites
- Provides 10 best practice usability guidelines for websites
- Guidelines can be transferred to other information-driven sites
Download the World Cup Websitesreport (PDF - 1.9Mb)
Flights Online: Ensuring Your Site Takes Off
First published: June 2010
- Examines the website usability of 20 UK travel agents and airlines
- Provides 20 essential guidelines for flight booking processes
- Identifies key trends in online travel websites
Download the Flights Onlinereport (PDF - 1.1Mb)
Political Party Websites: Poor Communication with Users
First published: April 2010
- Evaluates the usability of the 10 main UK political parties
- Provides 20 essential guidelines to which every political party website should adhere
- Guidelines can be transferred on to other information-driven sites
Download the Political Party Websitesreport (PDF - 1.4Mb)
Ecommerce Accessibility for High Street Retailers
First published: February 2010
- Updated version of our annual guide to the most accessible ecommerce sites
- Evaluates the website accessibility of the UK's leading high street retailers
- Based on real world accessibility (not merely box ticking)
Download the Ecommerce Accessibility for High Street Retailersreport
2009
Energy and Water Supplier Website Usability
First published: November 2009
- Updated version of our annual guide to the best utility sites
- Evaluates the websites of 17 UK energy and water suppliers
- Provides 20 essential guidelines for utility websites
Download the Energy and Water Supplier Website Usabilityreport (PDF - 1.2Mb)
Ecommerce Usability for High Street Retailers
First published: October 2009
- Updated version of our annual guide to the best ecommerce sites
- Assesses the websites of 20 of the UK's leading high street retailers
- Provides 20 essential guidelines for ecommerce websites
Download the Ecommerce Usability for High Street Retailersreport (PDF - 1.3Mb)
Future comparisons: What's next for price comparison websites
First published: August 2009
- Comprehensive look at the changing face of price comparison websites
- Major UK financial comparison sites featured
- Recommendations on how sites can develop to facilitate future growth
Download the Future comparisonsreport (PDF - 363kb)
Local Council Websites: Inching in the Right Direction
First published: July 2009
- Updated version of our annual guide to the best council websites
- Assesses the usability of the 20 leading UK council websites
- Provides 20 essential guidelines to which every council website should adhere
Download the Local Council Websitesreport (PDF - 1.3Mb)
Flights Online: Ensuring Your Site Takes Off
First published: April 2009
- Updated version of our annual guide to the best flight booking sites
- Assesses the website usability of 20 UK travel agents and airlines
- Provides 20 essential guidelines for flight booking processes
Download the Flights Onlinereport (PDF - 1.1Mb)
Ecommerce Accessibility for High Street Retailers
First published: February 2009
- Updated version of our annual guide to the most accessible ecommerce sites
- Evaluates the website accessibility of the UK's leading high street retailers
- Based on real world accessibility (not merely box ticking)
Download the Ecommerce Accessibility for High Street Retailersreport (PDF - 555kb)
Screen Reality: 3 Screen Convergence in 2009
First published: January 2009
- Comprehensive look at previous and current convereged services
- PC, TV and mobile platforms covered
- Predictions on likely developments in convereged services
Download the Screen Realityreport (PDF - 130kb)
2008
Energy and Water Supplier Website Usability
First published: November 2008
- Updated version of our annual guide to the best utility sites
- Evaluates the websites of all the UK's energy and water suppliers
- Provides 20 essential guidelines for utility websites
Download the Energy and Water Supplier Website Usabilityreport (PDF - 1.1Mb)
Ecommerce Usability for High Street Retailers
First published: October 2008
- Updated version of our annual guide to the best (& worst) ecommerce sites
- Assesses the websites of 20 of the UK's leading high street retailers
- Provides 20 essential guidelines for ecommerce websites
Download the Ecommerce Usability for High Street Retailersreport (PDF - 886kb)
Local Council Websites: Good, But No Cigar
First published: June 2008
- Updated version of our annual guide to the best council websites
- Assesses the usability of the 20 leading UK council websites
- Provides 20 essential guidelines to which every council website should adhere
Download the Local Council Websitesreport (PDF - 2.4Mb)
2007
Ecommerce Accessibility for High Street Retailers
First published: December 2007
- Evaluates the accessibility of the UK's leading high street retailers' websites
- Provides 20 essential accessibility guidelines for ecommerce websites
- Based on real world accessibility (not merely box ticking)
Download the Ecommerce Accessibility for High Street Retailersreport (PDF - 936kb)
Ecommerce Usability for High Street Retailers
First published: October 2007
- Updated version of our annual guide to the best (& worst) ecommerce sites
- Assesses the websites of 20 of the UK's leading high street retailers
- Provides 20 essential guidelines for ecommerce websites
Download the Ecommerce Usability for High Street Retailersreport (PDF - 1.7Mb)
Energy and Water Supplier Website Usability
First published: October 2007
- Evaluates the websites of all the UK's energy and water suppliers
- Provides 20 essential guidelines for ecommerce websites
- Guidelines can be transferred across other information and transaction-based sites
Download the Energy and Water Supplier Website Usabilityreport (PDF - 1.9Mb)
Local Council Websites: Design by Committee?
First published: August 2007
- Assesses the usability of the 20 leading UK council websites
- Provides 20 essential guidelines to which every council website should adhere
- Guidelines can be transferred on to other information-driven sites
Download the Local Council Websitesreport (PDF - 2.4Mb)
Driving Online Sales for Motor Insurance
First published: April 2007
- Assesses the usability of 20 major UK car insurance providers' websites
- Provides 20 essential guidelines for the quote process
- Guidelines can be transferred across most online applications and transactions
Download the Driving Online Sales for Motor Insurancereport (PDF - 1.2Mb)
Ecommerce Usability for Valentine Etailers
First published: February 2007
- Evaluates the websites of 20 of the UK's leading Valentine etailers
- Uses the same ecommerce guidelines as the High Street Retailers report
- Provides 20 essential guidelines for ecommerce websites
Download the Ecommerce Usability for Valentine Etailersreport (PDF - 1.5Mb)
2006
Ecommerce Usability for High Street Retailers
First published: November 2006
- Evaluates the websites of 20 of the UK's leading high street retailers
- Provides 20 essential guidelines for ecommerce websites
- Based on usability testing with over 1000 participants
Download the Ecommerce Usability for High Street Retailersreport (PDF - 1.67Mb)
Online Travel Sector Usability Report
First published: September 2006
- Offers top 10 guidelines for an online flight booking process
- Also provides 11 bonus guidelines and ideas
- Guidelines are transferable to other online travel sectors
Download the Online Travel Sector Usability Reportreport (PDF - 529kb)
2005
Web Usability Guide
First published: April 2005
- Comprehensive introduction to usability
- Expert guidelines on web writing and ecommerce
- Learn how to plan, run and analyse usability tests
Download the Web Usability Guidereport (PDF - 277kb)
2004
Web Accessibility Guide
First published: July 2004
- Comprehensive introduction to accessibility
- Learn what web accessibility actually is
- Find out what your legal requirements are
Download the Web Accessibility Guidereport (PDF - 243kb)
