Gartner Research

Use a Customer-Centric Focus to Improve Your Website

Published: 18 June 2019

ID: G00407229

Analyst(s): Jane-Anne Mennella


Marketing leaders often don’t understand why their websites fall short of meeting customer, prospect — or their own — expectations and goals. Use this research to understand the needs of key personas and execute user research processes to create websites that deliver.

Table Of Contents
  • Key Challenges



  • Determine Whether Your Website Is Customer- or Company-Centric
  • Use Insights From Your Personas and Journey Maps to Inform and Enhance Your Website Design Strategy
  • Conduct Research and Testing Throughout the Development Process

Case Study

  • Whirlpool Redesigns Its Website Using Personas

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