experience design (XD)

To give you insights on the state of experience design (XD)/user experience (UX) teams, my colleagues and I, who cover design and UX, run an annual survey. In our most recent one, 61% of respondents reported that their design team impacts strategic decisions, for example. And I’m excited to share that our 2020 State Of […]

Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.

A design system continually evolves — it’s not a project a design team can complete and move on from. In fact, a design system requires an ongoing time and resources investment just like a customer-facing digital product.

2020 is a year of change. Change affected all of us in similar ways, but our ability to adapt to change varied. Discover how to design process and principles for change and resilience.

Marketing leaders should embrace the new reality and look for ways to adapt their current approach to in-person events, while exploring ways to innovate their virtual event experience.

Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.

This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating skills. That’s not an indictment; it’s a sign the company has a clear strategy for its creativity offerings and is sticking to it. Adobe Creative Cloud has posted impressive results during the pandemic, […]

Technology transformation is a fundamental pillar for reforming the overall workings of government.

The main priority for CX design has changed as a result of the pandemic. Analyst Andrew Hogan explains how.

The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and old. Discover the four forces that will define the next era of consumer buying.

As we're reviewing mobile banking apps for our upcoming European Digital Experience Review™ research, there's a noticeable gap between leaders and laggards on both user experience and functionalities offered in-app. The main reason that keeps laggards behind resides in their mobile experience strategy — or, rather, the lack of it.

For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]

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 […]

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 […]

To encourage customers to come back and usher in economic recovery, companies must plan to redesign their physical-location experiences to address customer fears of COVID-19 and their desire to maintain social distancing.

To bring moments-based engagement to life, marketers will need a new approach to recognize and act on moments and new planning techniques to establish balance between moments and campaigns. To pull it off, they’ll need the data and technologies that can turn signals into insights and to identify the moments that matter and deliver interactions precisely at the right time.

Today’s digital experiences place too much cognitive load on the consumer. Why? Because the success of websites is measured based on feature parity along with the ability to navigate a composite of services meant to do all things for all people. Business metrics for these same experiences are tied to revenue or self-service rather than […]

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.

Senior Analyst Jeff Becker provides early results from the joint Forrester-HIMSS survey on healthcare organizational culture, patient satisfaction, and physician burnout.