user experience (UX)

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 […]

The COVID-19 crisis on its own won't fundamentally change the workplace. Yet by accelerating trends such as remote work, workspace virtualization, and automation, the pandemic is transforming the European job market.

Audio experiences are getting an upgrade. We’re used to great audio for music, videos, and calls. Now, many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients, see “Forrester Infographic: The State Of Voice Assistants, 2019“). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational […]

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 US 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 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […]

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.

Forrester retail industry analysts provide insights on how privacy and data ethics regulations will affect retail marketers.

What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out.

Principal Analyst Dan Bieler prioritizes three things that startups should be doing to emerge from the coronavirus pandemic successfully.

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 […]

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 […]

When I speak with companies that are new to digital accessibility, they almost always start the conversation with some version of this question: “What do we need to do to comply with accessibility standards so we don’t get sued?” They’re right to ask, because web accessibility lawsuits are proliferating — there were over 2,000 in […]

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 […]

Augmented reality (AR) has improved dramatically in the past 10 years. Ten years ago, AR was far too often gimmicky, unstable, and disappointing to consumers. It surfaced simple information well but fell short on animations. The digital content was more cartoonish or rough, and the tracking leaned toward being unstable (you needed perfect or steady […]

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

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 […]