customer-centric design

Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference (WWDC) 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles. UX Is All About Use In Context […]

New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]

5G will let financial services firms step up their offerings for customers. But it will also increase competition in the sector. Is your tech strategy up to the challenge?

Resources and guidance for transitioning to remote research in response to COVID-19. Discover techniques, vendors, and best practices that can help you conduct customer research now.

With customers worldwide coping with the pandemic, companies need to recalibrate customer experience (CX) efforts, and with most people cooped up at home, it’s suddenly more important than ever to get digital experiences right.

Stop Conflating Microservices With APIs Too often in client conversations, Forrester hears the terms “microservice” and “API” used interchangeably. To make your architecture and design patterns stronger, separate the two. Draw a hard line of distinction between them. Specifically: “Microservice” is a packaging and deployment concept. At its core, microservice strategy aims to create technical […]

Designers joining Agile teams often complain about feeling like misfits. The importance of good design is mentioned in Agile principles, but designers are nowhere in the picture. The only individuals that Agile principles mention are business people and developers. How do you fit in, then, when you are a user experience, customer experience, service, or […]

Findings from our recent survey show that there's room for improvement.

Join us on a journey to the center of the customer’s hollow universe. Forrester Senior Analyst Anjali Lai and VP and Principal Analyst James McQuivey explore why customers will yearn for brands to provide something more meaningful than the rapid escalation of self-centered benefits.

We’ve gotten used to adapting to technology. But in the future, tech will adapt to us. On this episode, Hector Ouilhet, head of design for Google Search and Google Assistant, shares the latest in people-centric design.

What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights.

Many companies operate under the idea that "If you innovate it, they will come." Spoiler alert: They won't. Successful innovation relies on empirical research.

Adobe’s recent MAX conference featured the usual (impressive) lineup of creative celebrities and new features, many of which are powered by Adobe’s AI engine Sensei — but the event also touched on some larger points that demonstrate companies should: No. 1) Enable a design team to help AI efforts. AI has amazing potential to improve […]

The best CX arises when every employee learns design basics and a pro design team — that's representative of the intended audience — guides the process.

We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.

Many firms misperceive design as being about look and feel, but it's mostly about how things work — and its processes are rooted in the scientific method.

Although businesses prioritize design more and more, many undermine their own efforts by falling for six common myths about it.

Design is in a state of misalignment with customer needs. Principal Analysts Gina Bhawalkar and Andrew Hogan discuss the benefits of inclusive and ethical design in an age of digital manipulation.