user experience (UX)
Good customer experience depends on a clear and engaging user experience. Good UX also boosts employee productivity, empowering them to more efficiently meet organizational goals. Read our insights to strengthen your firm’s UX.
Insights
Blog
Three Tips for Using Design Thinking in Product Management Activities
Product managers must integrate design thinking into their product commercialization and lifecycle process to foster a customer-focused approach for offerings. Otherwise they risk being too internally focused and out of touch with the market segments they serve. Sam Somashekar shares the top three tips to help integrate design thinking principles into product management activities to ensure commercial success of your products.
Read More
Blog
Vast, Fast, And Relentless: The Future Of How People Buy
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.
Read More
Blog
Still Considering Mobile Experience As A Reduced Web Experience? Wake Up!
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.
Read More
Blog
Forrester Reviews And Scores US Mobile Banking Apps: What We Learned
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 […]
Read More
Blog
Get Smart On CX Teams: An Interview With DoorDash
Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about how the CX team identifies and designs for different user types to orchestrate a seamless customer experience.
Read More
Blog
“All Right, You Made Your Point. Now What Do We Do About It?”
On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.
Read More
Blog
Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility
The two companies' recent actions highlight the difference between placing accessibility front and center versus treating it as an afterthought.
Read More
Blog
Apple Takes An Inspiring Stand On UX, Privacy, And Diversity At WWDC 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 […]
Read More
Blog
The COVID-19 Crisis Sets The Direction For Europe’s Job Market
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.
Read More
Blog
Smart Audio: What Tech Innovations In Sound Will Fuel New Experiences?
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 […]
Read More
Blog
Starting Research On Ambient Technologies And Experiences
New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.
Read More
Blog
The Effect Of COVID-19 On US Consumers’ Financial Well-Being
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 […]
Read More
Blog
Redesign Your Physical Location To Successfully Welcome Customers Back
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.
Read More
Blog
Future Of Retail 2020: Retail Marketers Face Privacy And Data Ethics Regulations
Forrester retail industry analysts provide insights on how privacy and data ethics regulations will affect retail marketers.
Read More
Blog
We Evaluated Banks’ In-App Messaging On COVID-19: Five Brands Stood Out
What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out.
Read More
Blog
The Coronavirus Crisis Survival Kit For Startup Entrepreneurs
Principal Analyst Dan Bieler prioritizes three things that startups should be doing to emerge from the coronavirus pandemic successfully.
Read More
Blog
Customers Are Staying Home — So Prioritize Digital UX
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.
Read More
Blog
Micro UIs: Microservices Are Visual, Too
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 […]
Read More
Blog
Open Source Design: What It Is And Why It Matters
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 […]
Read More
Blog
Service Design: Five Principles To Improve CX, EX, And Business
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 […]
Read More
More posts