Improving Web site effectiveness through Interaction Design

This Forrester article - by Moira Dorsey titled "Web Best Practices At Fidelity, Staples, And UPS" - is based on the results of the Forrester's Consumer Forum 2006, which included a panel of senior managers from firms that achieve Web site effectiveness through disciplined design processes. The panelists included Fidelity, Staples, And UPS.

My take on this article is that it provides very practical advice on how these companies go about "interaction design" (i.e. how customers interact with the business over the Web) to achieve Web site effectiveness.