experience design (XD)
Getting experience design (XD) right is essential to CX transformation. But what is experience design — and how can it differentiate your brand? Read Forrester’s insights on elevating design to build more powerful customer connections.
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Design Responsibly To Earn Trust
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 […]
The 2023 DXP Landscape: Composing Is The Biggest Trend And Also Biggest Challenge
Discover the three biggest lessons learned by businesses new to composing their digital experience platforms.
The Humanlike Future Of Interactions With Machines
In a major, accelerating trend, interactions between people and machines are becoming more like those between people.
Practice Responsible Design — It’s A Matter Of Trust
Firms must practice responsible design to earn trust and drive sustainable value. Learn more in this blog post.
Three Steps To Build A Business Case For Inclusive Design
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.
Companies Have Agnosia About Experiences
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.
Generative AI Gets An Upgrade To Business Class With Adobe Firefly
Adobe’s new Firefly service is a leap forward in comparison with other generative AI services for images — it’s a Napster-to-Apple inflection point that bodes well for the future of creativity.
Generative AI Needs Design And Will Transform It
The spotlight on generative AI has gotten brighter than ever in recent months, and it’s sparking both excitement and fear among designers because of what it means for the future of creativity. Creativity is not the exclusive domain of designers, of course — it also helps marketers, engineers, strategists, and others do their jobs. But […]
Four Indicators: Is Your Customer Experience An Afterthought?
An alarming number of companies still focus on everything but customer experience. Let’s look at the systemic issues behind this lack of focus.
You Need A Design System — Here’s Why
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.
Designers Are Your Anchor In An Uncertain Economy
As we head into another year of economic uncertainty, panic and fear seem to be gripping many organizations. However, given the shifts in design awareness and transitions over the last decade from “what it looks like” to “how it works,” we predict that designers and the experience design community will be more important than ever.
All I Want For Christmas Is An Accessibility Expert
Twenty-seven percent of design teams plan to hire accessibility experts in the next 12 months. Learn what success in the role requires.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
Adopt Inclusive Design Practices That Put Users First This Holiday Season
Incorporate inclusive design this holiday season by prioritizing digital accessibility, using inclusive language, and showing that you care.
Auto Manufacturers Need Better Design To Stop Failing Customers
The 2022 Paris Motor Show (Mondial de l’Automobile) disappointed, both because of the absence of major manufacturers but, above all, because of the lack of a long-term strategy that looks beyond ownership of a vehicle and explores sustainable solutions. While Electric Cars Are Greener, They Are Not The End Solution With the ban of fossil-fuel […]
Learn From Amazon’s Approach To Innovation
Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.
Five Months Worth Of Takes On The Digital Accessibility Space
Much has happened within a short span of time that signals the growing importance of creating experiences that are accessible to all.
Meet The Analyst Covering Design Workflow: Sheila Mahoutchian
What Topics Will You Be Covering At Forrester? I’m excited to dive deep into coverage areas revolving around design workflows, tools, and services for the customer experience (CX) function. Some buckets I hope to explore in this realm include: Design thinking in practice and how to make it accessible, specifically for collaboration teams that work […]
Don't Be On The Losing Side Of CX Trends
Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.
The Adobe-Figma Combination Bodes Well For Collaboration In And Beyond Design (And Wall Street Isn’t Getting It — Yet)
The news this morning that Adobe is acquiring Figma is a development that makes a lot of sense: Design and collaboration are increasingly essential to customer experience (CX) and business success, and the two companies’ respective strengths will form a powerful combination. Adobe And Figma Are Close But Complementary Competitors Figma’s main product is its […]
2022 AIOps Now Tech Data Overview Sheds Light On Current Capabilities
The 2022 AIOps NowTech generated a wealth of data that has been captured in the AIOps Data Overview, Q2 2022 report about AIOps software vendor capabilities. Three items from the overview report; digital experience, OpenTelemetry, and audit trails are highlighted in this blog. Read the full data overview report to learn more about the other capabilities that it covers.
Metaverse-Like Experiences: Is Novelty Enough? A Look At ESPN’s Fifty/50 World
ESPN Edge built the interactive, 3D environment Fifty/50 World to celebrate 50 years of Title IX. Learn what a Gen X consumer — and a sophisticated 13-year-old user of online 3D immersive gaming and entertainment platforms — thought of the experience.