experience design (XD)

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.

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 […]

There’s a new buzz phrase in the air — “open source design.” What is it? It’s a “remix” (to borrow a term from Figma) of the open source software movement’s commitment to sharing and collaborative validation and improvement of software source code. What Are Examples Of Open Source Design? You don’t need to look far to find companies embracing this idea by: Making design systems public. Most design teams are […]

Every customer journey, as simple as it looks, happens in a more and more complex ecosystem. Think about your last online purchase: You interacted with an online store, on your computer or your mobile, and got your order delivered at home as planned. Simple? Well . . . on the front stage, yes. But if […]

Discover what federal agency websites excel at and where are the biggest areas of opportunity.

Galaxy Z Flip It’s been a while since I saw a product demo and thought, “oh damn, that is cool.” I’m obsessed with the mechanics of how it folds. This is the first time in a long time that a new phone hasn’t led with its camera but instead with its ability to fold, small […]

AI is not a black box and AI developers must learn to accept and deal with bias. Analyst Andrew Hogan gets some insights on AI and ethics from Carol Smith of Carnegie Mellon's Software Engineering Institute.

Fifty percent — that’s the percentage of design professionals who say their company now uses a design system according to Forrester’s Q3 2019 Global State Of Design Teams Survey. And a whopping 74% of those survey respondents say that their companies are using a design system more than two years ago. Over a third even […]

Four common missteps deter would-be customers from opening bank accounts. Learn what they are and how to avoid them.

Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]

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

Only a tiny fraction of websites get accessibility right. Learn how to ensure your online experience doesn't freeze out would-be shoppers.

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.