Gartner Research

Attributes of a Great Web User Experience

Published: 23 April 2013

ID: G00234214

Analyst(s): Danny Brian


Any organization can improve its applications' user experiences with data-driven practices applied with an understanding of the attributes of a great UX. By sharing a clear UX vocabulary, delivery teams can better focus their UX practices and help renew IT's value to the business.

Table Of Contents

Guidance Context

  • Problem Statement
  • Guidance Applicability
  • Related Guidance

The Gartner Approach

The Guidance Framework

  • UX Attribute: Desirability
    • Appeal
    • Usefulness
    • Surprise
    • Desirability in Practice
  • UX Attribute: Findability
    • Readability
    • Searchability
    • Learnability
    • Findability in Practice
  • UX Attribute: Reliability
    • Credibility
    • Consistency
    • Responsiveness
    • Reliability in Practice

Risks and Pitfalls

  • Teams Believe That a Good UX Is Out of Reach
  • Teams Don't Follow an Objective, Data-Driven Measurement Process
  • Application Architecture Fails to Sufficiently Decouple UIs
  • Without Concerted Practices, UX Is a Navel-Gazing Exercise
  • Sponsors Use the Attributes to Push Old Agendas

Recommended Reading

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