Gina Bhawalkar

I’ve been prepping for a detailed evaluation of this technology market for some time, and I’m excited to announce that The Forrester Wave™: Digital Accessibility Platforms, Q4 2023, is now live!

Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do. So last week we published a new, FAQ-style report […]

By practicing inclusive design, businesses can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. But to do this successfully, companies need to incorporate inclusive design principles when creating experiences.

I aim to help clients understand the technologies available to help them scale and report on the progress of their accessibility programs, starting with our just published Forrester Landscape on the Digital Accessibility Platforms market.

Today is Global Accessibility Awareness Day (GAAD), a day focused on digital accessibility and inclusion. Why do we need a day dedicated to this? 

What does it mean to practice human-centered design? The answer to that question is evolving. If you’ve read my research, you know it’s critical for businesses to embed accessibility and inclusive design practices into how they design and develop experiences. Doing so helps increase revenue, reduce costs, increase resilience, and build trust with customers and […]

Businesses that create inclusive products, services, and experiences can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. Unlocking these benefits requires an intentional approach to inclusive design, something most firms lack due to low organizational understanding of why inclusive design matters and limited funding.

The White House’s budget proposal for fiscal-year 2024 includes more than $500 million in customer-experience (CX)-related investments to continue progress on the administration’s robust CX goals. Predictably, this hasn’t made headlines: It’s just .007% of the total $6.9 trillion budget proposal and doesn’t excite fiery debates like higher-profile requests do. It’s a strong investment, however, […]

With a turbulent and unprecedented current economy, most retailers are trying to shore up revenue wherever they can. One way to do this is through making your company’s websites and mobile apps more accessible. Annually, the disability community has a disposable income of $1.9 trillion and an accessible digital storefront gives you access to this market.

Empathizing with customers is almost always the first step in design frameworks. Learn how to take the next step and embed empathy into your entire design process.

Our research shows that the best organizations use a design system to streamline and scale experience design (XD). Learn the benefits of a design system.

Twenty-seven percent of design teams plan to hire accessibility experts in the next 12 months. Learn what success in the role requires.

Incorporate inclusive design this holiday season by prioritizing digital accessibility, using inclusive language, and showing that you care.

Retailers can improve their websites and boost customer experience this holiday season by applying these tips.

Much has happened within a short span of time that signals the growing importance of creating experiences that are accessible to all.

On Global Accessibility Awareness Day this year, learn what’s changed in digital accessibility over the past four years. Read more.

Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space. This increase is partly driven by the pandemic, which elevated the importance of […]

Does your organization want to create inclusive experiences for your customers? Are you following an inclusive design process? If the answer to both questions is “yes,” great! But if you’re like most companies we speak with, you’re missing an essential component for creating inclusive experiences: an inclusive and diverse design team. Having such a team […]

Is your site ready to welcome all customers this holiday season? Follow these best practices to apply inclusive language in your customer experience.