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.

Insights

Blog

Adobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility

Andrew Hogan 5 days ago
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, […]
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Blog

Best Practices For Tech Transformation In Government

Dan Bieler September 29, 2020
Technology transformation is a fundamental pillar for reforming the overall workings of government.
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Blog

Designing For Confidence: Good For Business And Good For People

Andrew Hogan September 15, 2020
The main priority for CX design has changed as a result of the pandemic. Analyst Andrew Hogan explains how.
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Blog

Vast, Fast, And Relentless: The Future Of How People Buy

David Truog September 9, 2020
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.
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Blog

Still Considering Mobile Experience As A Reduced Web Experience? Wake Up!

Karine Cardona-Smits August 24, 2020
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.
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Blog

Forrester Reviews And Scores US Mobile Banking Apps: What We Learned

Peter Wannemacher August 12, 2020
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 […]
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Blog

Apple Takes An Inspiring Stand On UX, Privacy, And Diversity At WWDC 2020

Karine Cardona-Smits June 24, 2020
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 […]
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Blog

The Effect Of COVID-19 On Canadians’ Financial Well-Being

Peter Wannemacher May 18, 2020
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 […]
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Blog

Redesign Your Physical Location To Successfully Welcome Customers Back

Jennifer Wise May 12, 2020
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.
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Blog

Dive Into Moments-Based Marketing At CX North America

Joe Stanhope May 5, 2020
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.
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Blog

The Next Step In Your Brand’s Digital Journey: Anticipatory Digital Experiences (And How To Deliver Them)

Julie Ask April 9, 2020
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 […]
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Blog

Customers Are Staying Home — So Prioritize Digital UX

David Truog March 27, 2020
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.
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Blog

The Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital Transformation Strategy

Jeff Becker March 17, 2020
Senior Analyst Jeff Becker provides early results from the joint Forrester-HIMSS survey on healthcare organizational culture, patient satisfaction, and physician burnout.
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Blog

Micro UIs: Microservices Are Visual, Too

Randy Heffner March 12, 2020
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 […]
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Blog

Open Source Design: What It Is And Why It Matters

Gina Bhawalkar March 11, 2020
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 […]
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Blog

Service Design: Five Principles To Improve CX, EX, And Business

Karine Cardona-Smits March 11, 2020
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 […]
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Blog

The Good And The Bad Of US Federal Website UX

Gina Bhawalkar February 24, 2020
Discover what federal agency websites excel at and where are the biggest areas of opportunity.
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Video

Four Takeaways About Modern Design From Figma’s Config Conference

Andrew Hogan February 19, 2020

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Blog

Samsung Galaxy S20 And Z Flip — Quick Take

Julie Ask February 11, 2020
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 […]
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Blog

How To Fight Bias In Machine-Learning-Based Experiences

Andrew Hogan February 10, 2020
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.
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