Gina Bhawalkar

Software that is not written with the needs of people with visual, auditory, motor, and cognitive disabilities in mind blocks potential and current customers from using your products and services. Imagine what you would do to get 1.3 billion more customers.

At their best, personas elicit empathy, help teams prioritize, and drive human-centric decision-making. Many fall short of this. Learn about the qualities of effective personas — and attend CX Summit North America to get a deeper dive and practice improving your own.

Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say it’s easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act […]

Design leaders should answer 12 questions to ensure that their teams are using generative AI responsibly.

Accessibility is still vital for businesses despite recent federal actions.

In 2024, trust in health insurers hit a three-year low, with just 56% of consumers saying that they trust their health insurer to do what's in their best interest. Regain consumer trust by taking these actions.

Most organizations lack one of the most critical elements of an accessibility program: direct feedback from people with disabilities. If you’re leading accessibility work, learn the benefits of collaborating with with your organization’s voice-of-the-customer (VoC) team.

Focus on accessibility before the busyness of holiday shopping kicks in to gain more customers.

My new report dives into why making accessibility a component of vendor selection is good for business and how to do it.

Personas are foundational and seemingly simple, yet deceptively challenging. Learn what it takes to create effective ones.

Gina Bhawalkar shares her take on Config 2024 and its implications for design systems and accessibility.

Read on to learn three best practices from open-source design systems.

In 2023, we saw more firms commit to digital accessibility, with emerging regulations bringing a sense of urgency to the work. Here are a few of the highlights from the past year and advice to help firms mature their digital accessibility efforts in 2024.

The European Accessibility Act deadline is approaching, are you ready? Read on to learn how best to prepare.

The accessibility community was abuzz with reactions to news that digital accessibility platform vendor Level Access plans to acquire accessibility overlay provider UserWay.

Practice inclusive design this holiday season to unlock long-term benefits. Here are four ways to implement responsible design.

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.