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Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA Tel: +1 617.613.6000 | Fax: +1 617.613.5000 | www.forrester.com More Than Hype: Determining When To Use Responsive Web Design by Mark Grannan and Peter Sheldon, November 13, 2013 For: Application Development & Delivery Professionals KEY TAKEAWAYS RWD Is Popular With Developers, But Firms Are Reluctant To Adopt It Due To Its Complexity More than 40% of developers we surveyed prefer responsive web design (RWD) -- or a variant of it -- and agencies confirm that their technical personnel support responsive web design. Yet enterprise adoption is limited due to its large number of pros and cons as well as a long list of caveats. AD&D Professionals Can Lead The Charge To Synchronize The RWD Taxonomy e confusion and hype that surround RWD are due in part to a poor understanding of the technical and business context of mobile design. AD&D pros can leverage Forrester’s taxonomy to help clarify what RWD is in relation to the other mobile technology options that exist. Answer Seven Questions To Understand When To Use RWD Mobile web decisions are complicated, but AD&D professionals can use Forrester’s list of seven questions to help clarify their needs. Factors include the number of breakpoints, budget, content complexity, available skillsets, site longevity, and ease of finding the site.

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Page 1: More Than Hype: Determining When - Akamai...Responsive design plus server-side components (RESS) 14% Don’t know 16% For ApplicAtion Development & Delivery proFessionAls more than

Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA

Tel: +1 617.613.6000 | Fax: +1 617.613.5000 | www.forrester.com

More Than Hype: Determining When To Use Responsive Web Designby Mark Grannan and Peter Sheldon, November 13, 2013

For: Application Development & Delivery Professionals

Key TaKeaways

RwD Is Popular with Developers, But Firms are Reluctant To adopt It Due To Its ComplexityMore than 40% of developers we surveyed prefer responsive web design (RWD) -- or a variant of it -- and agencies confirm that their technical personnel support responsive web design. Yet enterprise adoption is limited due to its large number of pros and cons as well as a long list of caveats.

aD&D Professionals Can Lead The Charge To synchronize The RwD TaxonomyThe confusion and hype that surround RWD are due in part to a poor understanding of the technical and business context of mobile design. AD&D pros can leverage Forrester’s taxonomy to help clarify what RWD is in relation to the other mobile technology options that exist.

answer seven Questions To Understand when To Use RwDMobile web decisions are complicated, but AD&D professionals can use Forrester’s list of seven questions to help clarify their needs. Factors include the number of breakpoints, budget, content complexity, available skillsets, site longevity, and ease of finding the site.

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© 2013, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. To purchase reprints of this document, please email [email protected]. For additional information, go to www.forrester.com.

For ApplicAtion Development & Delivery proFessionAls

why ReaD ThIs RePoRT

Web traffic on mobile phones and tablets is increasing to the point where firms must optimize for these touchpoints. Native mobile apps aren’t always necessary because organizations can support a high percentage of mobile needs via the mobile Web. But optimizing for the mobile Web isn’t a simple task. Responsive web design (RWD) takes center stage in many enterprise discussions about mobile — but comes with hype and confusion in tow. AD&D professionals need to understand RWD’s complexity in order to decide when they should leverage it to meet their customers’ mobile needs.

table of contents

RwD adoption suffers Due To hype and a Lack of Understanding

responsive Web Design is A Favorite Among Web Developers . . .

. . . But enterprises Are more reluctant to Adopt it

the case For rWD suffers From A lack of Understanding of its subtleties

start By Clarifying Responsive web Design’s Terminology and Context

answer seven Questions To formulate your RwD strategy

RwD Is evolving Fast, But you’ll still Need a Broader Mobile strategy

recommenDAtions

Track Responsive web Design Developments

WHAt it meAns

RwD Is a Natural evolution of The web — and It’s here To stay

supplemental Material

notes & resources

Forrester interviewed 18 vendor, agency and user companies.

related research Documents

choose the right mobile Development solutions For your organization may 6, 2013

mobile Feast or Beggar’s Banquet?January 24, 2013

Understanding responsive Web DesignJuly 12, 2012

More Than hype: Determining when To Use Responsive web Designby mark Grannan and peter sheldonwith stephen powers, michael Facemire, David Aponovich, Jeffrey s. Hammond, rebecca Katz, and steven Kesler

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© 2013, Forrester Research, Inc. Reproduction Prohibited November 13, 2013

RwD aDoPTIoN sUFFeRs DUe To hyPe aND a LaCK oF UNDeRsTaNDINg

Responsive web design (RWD) is not a new technology. In fact, it’s not a technology at all but a web design philosophy, introduced by Ethan Marcotte in 2010, that builds on incremental developments in open standards web programming capabilities, such as HTML, CSS, and JavaScript.1 Many hailed RWD as a miraculous cure to the problem of increasing device fragmentation, due to the potential of using one code base to support an unlimited number of devices. The past three years haven’t seen any slowdown in the growth of either mobile traffic or user expectations, but RWD sites are far from ubiquitous. So what gives? According to Jeff Cram, chief strategy officer and co-founder of ISITE Design: “The initial surge of interest in RWD, which primarily focused on the technical aspects of flexible grids, fluid images, and media queries, has evolved to a broader understanding that includes a coordinated and unified content strategy. Without the discipline to tackle this, you won’t get very far.”

Responsive web Design Is a Favorite among web Developers . . .

Some 42% of web developers we surveyed chose responsive design or a variant of it as part of their current web design philosophy (see Figure 1). Andy Rader, assistant creative director at Boston University, told Forrester, “The professional community is behind RWD 100%, but [the] adoption problem lies in convincing the end user that it’s worth it to take all the extra time upfront.” Confirming this trend, all 10 agencies that Forrester spoke with told us that they considered RWD for every project that crossed their desks in the past year. David Clarke, principal at PwC, told us,

“Regardless of vertical, everyone is talking about responsive.”

Figure 1 Web Developers Are Onboard The Responsive Train

Source: Forrester Research, Inc.105181

“Which of the following design philosophies best re�ects how you develop websites?”

Base: 1,051 global software developers developing web applications

Source: Forrsights Developer Survey, Q1 2013

Graceful degradation8%

Progressive enhancement33%

Responsive design29%

Responsive design plus server-sidecomponents (RESS)

14%

Don’t know16%

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© 2013, Forrester Research, Inc. Reproduction Prohibited November 13, 2013

. . . But enterprises are More Reluctant To adopt It

A number of brands have launched responsive sites, but these represent only a small percentage of corporate websites, despite developer endorsements of RWD (see Figure 2). Why the disconnect? The RWD philosophy was born only a short time ago, so many RWD projects are still in the works. Forrester expects this situation to change dramatically over the next six to 12 months, as many of these projects go live. To get some insight into how many RWD projects are in the works, Forrester interviewed 10 design, digital, and ad agencies; they told us that that about 50% of their current web projects leverage RWD. But Forrester can see that the hype and confusion surrounding RWD have affected adoption, and, more importantly, not all website projects necessarily require RWD.

Figure 2 Today, RWD Enjoys Only Limited Adoption Among Large Enterprises

Source: Forrester Research, Inc.105181

VerticalAdoption %

Live responsive sites

Retail3%

ancestry.comnike.com

bluenile.com

Media (news)18%

about.comexaminer.com

time.combuzzle.com

nj.comsbnation.com

mlive.comnpr.org

canada.com

Travel6%

cheapoair.comlonelyplanet.com

lowfares.com

In September 2013, Forrester worked with Compuware to identify live responsive sites that had beenoptimized for multiple touchpoints, including mobile devices. We used three sample benchmark indices: Internet Retailer — a sample of the top 100 online retailers in the US; Compuware APM Benchmarks — a sample of 50 US media (news) sites; and Compuware APM Benchmarks — a sample of 50 US travel (air, hotel, information, online agent) sites.

The Case For RwD suffers From a Lack of Understanding of Its subtleties

While the benefits of RWD seem obvious, Mike Wolf, director of technology at Cynergy, told Forrester: “The benefit you get is one web. But if you’re unprepared for responsive site development, that benefit of responsive design can actually become a detriment. When you make changes to the desktop version, you might break the mobile experience; targeting mobile users might negatively impact desktop campaigns.” However, enterprises are reluctant to adopt RWD primarily because they don’t understand the subtleties surrounding a seemingly balanced set of pros and cons and the long list of caveats that accompanies them (see Figure 3).2

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Figure 3 The Subtleties Of Responsive Web Design Affect Enterprises' Decision To Adopt It

Source: Forrester Research, Inc.105181

ProsA single code base to maintain

A single site for all web experiences

Reduced maintenance risks and cycle times

A single device-agnostic URL structure

A noncompeting SEO format

You can size down and up.

An optimized experience for allweb-enabled touchpoints

One web team

It’s Google’s recommendedapproach for mobile webdevelopment.

ConsResponsive development is

time-consuming.

Older desktop browsers can’tbe supported.

Performance is not a given.

Existing WCM and eCommercemay not support your needs.

Front-end code will need tobe rewritten.

Big sites will require cross-functional collaboration.

Unique experiences willrequire extra e�ort.

CaveatsResponsive and HTML5 are unique concepts. The timing might be o� due to existing contracts.

Early adopters will hit challenges and roadblocks. Responsive might not be the perfect �t.

Enterprises will potentially need agency help. The need for apps doesn’t disappear completely.

sTaRT By CLaRIFyINg ResPoNsIve weB DesIgN’s TeRMINoLogy aND CoNTexT

Technical and nontechnical people alike frequently misuse the terminology surrounding RWD. Adaptive sites are often mistakenly labeled “responsive”; websites are called web apps; devices are categorized by their screen size (or breakpoints); and fluid design is often left out of responsive projects. As Fred Welterlin, presentation layer technology director at Razorfish, told Forrester, “The first way to level-set is to get rid of marketing buzzwords and then move toward understanding each end of the mobile web spectrum.” Your first step is to standardize your use of the language surrounding RWD with Forrester’s taxonomy (see Figure 4).

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Figure 4 Forrester’s Web And Mobile Technology Taxonomy

Source: Forrester Research, Inc.105181

Digital property types

Web design philosophies

Website A World Wide Web property (www.) built and accessed via open Web standards and primarilyfocused on content delivery/consumption

App A property (code) that typically installs on a device and interacts directly with the device operating system (OS). The primary focus includes content consumption/interaction, connected tasks, and device-speci�c functionality

Traditional(static) design

Websites are designed with a speci�c code base and design focus for a particular device type(e.g., desktop, smartphone, tablet).

Progressiveenhancement

Websites are designed with a lowest common denominator (browser/device) in mind,adding features as the device is detected to be able to support them.

Gracefuldegradation

Websites are designed with a primary use case (browser/device) in mind, but controls areput in place to ensure browsing compatibilities are not completely compromised as device/browser functionality is lost.

Responsive webdesign

Websites are designed to handle multiple device types and orientations according to presetpixel-width breakpoints. Layout and content priorities are customizable for each breakpointpreset.

Fluid design Websites are designed to allow containers to adjust relative (as a percentage of the total) tothe display width using �exible grids.

Web propertiesDesktop site A website for desktop/laptop web browsers (historically,1024 px wide)

Mobile/tabletsite

A website for mobile (i.e., smartphone) or tablet browsers (historically, 320 px wide for mobileand 768 px wide for tablet in portrait mode).

Responsive site A website (accessed via a single URL, code base) that adapts to the device “viewport” byleveraging �uid grids, �exible images, and media queries (CSS), thus allowing the browser todetect the set of relevant device characteristics and render appropriately.

Adaptive site Multiple websites designed for a speci�c device context and built on a separate code base(separate HTML and CSS �les). Levering server-side calls (user agent detection), theappropriate version of the code is delivered to the device.

Web delivery technologiesDynamic serving User agent detection (involving server-side calls to determine the device being used) allows

one URL to serve di�erent HTML and CSS �les relevant to the device’s capabilities, typicallyunder one URL.

RESS Responsive design plus server-side components: A single, responsive code base leverages user agent detection, the server chooses modules within the site that are appropriate for the device, and the modules are rendered by the browser.

Note: “Mobile �rst” is sometimes considered a web design philosophy in which the primary use case is the mobile (i.e., smartphone) device/browser. Forrester considers this to be a content and UX strategy and a cousin of “progressive enhancement.”

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Figure 4 Forrester’s Web And Mobile Technology Taxonomy (Cont.)

Source: Forrester Research, Inc.105181

App propertiesWeb app The hybridization of a “website” and an “app” by which increased content interactivity and

connected task functionality is gained via interpretive programming (i.e., JavaScript), butremains solely accessible via a browser (e.g., the Financial Times web app).

Hybrid app An app built with open web technologies (HTML, CSS, and JavaScript) that runs within anative container, allowing for a presence in app stores and o�ine functionality.

Native app An app built with native platform (e.g., Android, iOS) code that runs with full access to device-speci�c functionality and o�ine support.

aNsweR seveN QUesTIoNs To FoRMULaTe yoUR RwD sTRaTegy

The skyrocketing mobile expectations of her clients pushed Katie Magill, digital customer experience strategist at EmblemHealth, to leverage RWD. Primacy, Katie’s agency partner, was also keen to replatform with a new content management system (CMS). Three critical factors pointed to the use of RWD — clear mobile needs, a capable agency partner, and a new CMS; EmblemHealth also made very careful decisions on where RWD did and did not make sense within the scope of the project.

Unfortunately, many organizations may make RWD decisions based on advice from agency partners and/or mobile application development vendors (or some combination of both) that have a vested interest in the technology choice. This results in fragmentation among development teams, false starts, missed expectations for responsive sites, and, ultimately, disappointed and angry mobile customers. Forrester recommends answering seven key questions in order to guide your RWD decisions (see Figure 5):

1. How many devices/screen breakpoints do you need to support? Depending on the mobile device audience you want to reach, you will need to factor in each critical breakpoint across the spectrum of desktop, tablet, and mobile devices. When building a simple mobile-only site, a standalone approach may suffice, although this will mean building, deploying, and maintaining a unique set of assets and code for each site. With RWD, the design, quality assurance, and testing phases are longer, but you can provide ongoing support for a diverse set of touchpoints with only a modest impact on your site maintenance efforts.

2. What is your budget for this mobile web initiative? Agencies and end users that Forrester interviewed reported that RWD-based designs typically cost between 50% and 200% more than traditional website designs.3 However, it is more accurate to compare RWD sites with a new standalone site for each breakpoint that you need to support, such as desktop, tablet portrait, mobile landscape, and mobile portrait.4 These costs are coming down as the tools and expertise develop.

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3. How complex is the subset of content and how many unique page layouts do you need? Mobile traffic analysis should reveal which portions of your site you need to optimize for mobile devices, but the complexity of your content will be a critical factor in determining how easy it will be to design and build a standalone site. RWD will mitigate the impact of that complexity by reusing the commonalities between templates.

4. How soon do you need the site? Upfront content and design work will take longer with a RWD approach, especially if this is your first foray into RWD. If your business counterparts are demanding the site sooner, you must adjust your development plans.

5. Do you have solid creative, HTML, CSS, and JavaScript skills available? RWD will not only expose stale front-end design and build skills but will also highlight those all-stars who can straddle design and technical skillsets. Most large organizations are turning to external agency partners to bolster their first forays into RWD, but the agency talent pool is also constrained and more expensive.

6. How long will (this version of) the site be live? If you only plan to use the site for a short campaign, rather than as a core part of your primary web experience, you might not want to invest in the effort that RWD requires. However, undertaking a sitewide redesign or replatforming without embracing RWD could be both a lost opportunity and costly mistake, should the need to support mobile touchpoints become imperative in the near future.

7. How important is the “findability” of this site? Search engine optimization (SEO) may not pack the same punch as it did a few years ago, but Google’s overt support of RWD for search rankings could be a consideration.5 The “findability” of your site may also be an internal consideration: Standalone sites are often forgotten or ignored when new initiatives take precedence, whereas RWD forces all content into the spotlight. Furthermore, responsive sites fix the age-old problem of broken redirects between desktop and mobile sites; these negatively affect not only the customer experience but also SEO equity.

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Figure 5 Model: Forrester's Mobile Web Design Decision Tool

Source: Forrester Research, Inc.105181

1. How many devices/screen breakpoints do you need to support? Score

Sum-weighted-average

20%

Category weight(must add to 100%)

Fixed width,desktop only

Fixed width,desktop andmobile only

Fluid desktopand mobile

Fluiddesktop, mobile,and tablet

Extensivesupport formobile devices,screen sizes, andorientations

(Calculate your sum-weighted-average score and plot below)

Standalonemobile site

Responsive site

4. How soon do you need the site?10%As soon as

possibleWithin thenext quarter

Within thenext six months

5. Do you have solid creative, HTML, CSS, and JavaScript skills available?10%Mainly

HTML, basic CSS.We outsourcecreative.

Solid on one/two skills; weakon a third. We domost of ourcreativein-house.

Solid on allthree skills, andwe have a strongcreative team.

6. How long will (this version of the) site be live? 10%

3. How complex is the subset of content and how many unique, mobile-optimized page layouts (templates) do you need?

20%1 to 10 10 to 20 20+

2. What is your budget for this mobile web initiative?20%Bare bones Moderate

and has stringsThe sky’s the limit

1 to 2 years 2 to 3 years 4 to 5 years or longer

7. How important is the “�ndability” of this site?10%It’s a one-o�

that can standalone.

Somewhatone-sided needfrom internalstakeholders;SEO is unclear.

The site willremainimportant andneed SEO forthe next six tonine months, but after that it’s unclear.

If customerscan’t �nd it via aweb search or asocial recom-mendation, it’sa failure.

It’s of limitedimportance, andcustomers will�nd it via ourcampaign links.

1 2 3 4 5

1 2 3 4 5

100%

The spreadsheet detailing this model is available online.

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RwD Is evoLvINg FasT, BUT yoU’LL sTILL NeeD a BRoaDeR MoBILe sTRaTegy

Regardless of how Forrester’s guidance shapes your use of RWD, AD&D professionals should avoid drinking the RWD “Kool-Aid.” RWD was never framed as a silver bullet for your mobile needs, and you shouldn’t treat it as such. Even The Boston Globe — sometimes considered a poster child for RWD — released an iOS app in June 2013. Damon Kiesow, senior product manager for mobile, explained to us how RWD must fit into a broader mobile strategy: “RWD is the core component for the ‘any-audience’ strategy for a web publication. It’s the best way to serve the widest segment of your consumer base, [to provide] the most seamless experience for your consumer — long term and short term — and the most cost-effective way to operate long term. One code base, one workflow, one everything . . . there is no false demarcation between desktop and mobile for everything from staffing to processes to CMSes. And yet, The Globe keeps asking the same core question for every initiative: What is the most cost- and distribution-effective method to get our content in front of our customers? Whether that means print, web, or app, we’re consistently focused on delivering what our customers want.”

R e c o m m e n d at i o n s

TRaCK ResPoNsIve weB DesIgN DeveLoPMeNTs

Digital touchpoints are debuting and dying too fast for one technology and design approach to solve all of your enterprise marketing needs. Responsive web design is no exception. However, the influence and dynamism of open web technologies remain strong, and RWD is a key mechanism to tap into that strength. Even if Forrester’s decision tool suggests that RWD won’t work for your current strategy, AD&D professionals need to keep a finger on the pulse of RWD trends. Staying current will ensure that you keep your mobile web strategy up to date in the face of your customers’ rapidly changing mobile expectations and the technology developments that attempt to meet and exceed them. Anticipate these coming changes that could prompt you to re-evaluate your decision to use — or not use — RWD by taking the following precautions:

■ Study RWD frontrunners who are paving the way for enterprise adoption. RWD’s current limitations will fall by the wayside as browser technology improves and as small and midsize enterprises push the boundaries of what HTML5, CSS, and JavaScript can do to meet your customers’ mobile needs. Look for examples in your industry — likely from smaller or newer organizations — to see how they overcame technical hurdles and to learn from their best practices.

■ Assess whether your vendor can (or plans to) enable enterprise RWD. RWD tooling has not caught up with enterprises’ design needs, but it will improve in the near term, and your collaboration with marketing and design colleagues may reap huge benefits. Ask your web content management (WCM) and eCommerce solution providers about their RWD road map today so that you can plan properly for your next redesign or mobile web project.

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■ Work with marketing and strategy colleagues to monitor mobile customer expectations. Although both customer expectations of mobile engagements and the challenges of device fragmentation continue to accelerate, RWD’s omnichannel grip might temporarily wane as firms implement custom solutions to address consumers’ use of bleeding-edge technology. Your customer experience, customer intelligence, and eBusiness colleagues will likely track your customers’ touchpoint expectations, but AD&D professionals should map those expectations against the options that your digital experience delivery technologies can actually support.

W h at i t m e a n s

RwD Is a NaTURaL evoLUTIoN oF The weB — aND IT’s heRe To sTay

The concept of omnichannel marketing is cementing the core message of “responsive” within marketers’ minds by re-emphasizing the need to create and maintain one brand message. Forrester believes that in the next 18 to 36 months, the term “responsive” will become largely redundant in the context of web design. The attractiveness of standalone mobile sites will wane as digital experience decision-makers recognize the necessity of providing consistent experiences across digital touchpoints. Working toward that goal without RWD is not possible.

sUPPLeMeNTaL MaTeRIaL

online Resource

The underlying spreadsheet for the online version of Figure 5 is an interactive tool to help you calculate your mobile web design needs. Enter your scores and plot the result along the spectrum between standalone mobile sites and RWD sites.

Methodology

Forrester’s Forrsights Developer Survey, Q1 2013, was fielded to 2,038 software developers located in Canada, China, France, Germany, India, the UK, and the US from companies of all sizes, as well as students and freelancers. This survey is part of Forrester’s Forrsights for Business Technology and was fielded during February 2013 and March 2013. ResearchNow fielded this survey online on behalf of Forrester. Survey respondent incentives include points redeemable for gift certificates. We have provided exact sample sizes in this report on a question-by-question basis.

Each calendar year, Forrester’s Forrsights for Business Technology fields business-to-business technology studies in more than 17 countries spanning North America, Latin America, Europe, and developed and emerging Asia. For quality control, we carefully screen respondents according to job title and function. Forrester’s Forrsights for Business Technology ensures that the final

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survey population contains only those with significant involvement in the planning, funding, and purchasing of IT products and services. Additionally, we set quotas for company size (number of employees) and developer type as a means of controlling the data distribution. Forrsights uses only superior data sources and advanced data-cleaning techniques to ensure the highest data quality.

Companies Interviewed For This Report

Adobe

Aritzia

Boston Globe

Boston University

Cantina

Cynergy

DEG

Demandware

EmblemHealth

ISITE Design

OpenText

Primacy

PwC

Razorfish

Ryder

Siteworx

T3

Virtusa

eNDNoTes1 Source: Ethan Marcotte, “Responsive Web Design,” A List Apart, May 25, 2010 (http://alistapart.com/article/

responsive-web-design).

2 For a detailed look at the pros and cons surrounding the use of responsive design, see the July 12, 2012, “Understanding Responsive Design” report.

3 The higher end of the range related to deals signed on a time-and-materials (T&M) basis.

4 The term “breakpoint” is an unofficial term that has been spawned by the “device width” media feature in W3C’s CSS 3 designation. The designation describes “the width of the rendering surface of the output device.” By leveraging the “max device width” media feature, code paths in a website’s CSS can detect the user’s device width (“viewport”) and render the content appropriately (per the designer’s specifications). Typically, there are unique content layouts, font sizes, and image sizes, among others, for smartphone (portrait and landscape), tablet (portrait), and desktop viewport sizes, but there can be fewer or more breakpoints based on the needs of the design. Source: World Wide Web Consortium (http://www.w3.org/TR/css3-mediaqueries/).

5 “Why Responsive Design: It saves resources for both your site and Google’s crawlers. For responsive web design pages, any Googlebot user agents need to crawl your pages once, as opposed to crawling multiple times with different user agents, to retrieve your content. This improvement in crawling efficiency can indirectly help Google index more of the site’s contents and keep it appropriately fresh.” Source: Google Developers (https://developers.google.com/webmasters/smartphone-sites/details).

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Forrester Research, Inc. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Forrester works with professionals in 13 key roles at major companies providing proprietary research, customer insight, consulting, events, and peer-to-peer executive programs. For more than 29 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. For more information, visit www.forrester.com. 105181

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