user experience (UX)

Forrester’s CX analysts have released “Digital CX And Design Trends, 2022” — here’s a preview.

Ten principles you can use as a foundation for envisioning your organization’s path to the metaverse

The future of experiences will be more humanlike and immersive ... but also more invisible. Learn what the future holds at CX North America.

Amazon’s latest product, Amazon Glow, can offer insight into how the future of experiences (for children) is being designed.

XR designers cut corners because of the limitations of headsets but XR streaming from the cloud could liberate them.

Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space. This increase is partly driven by the pandemic, which elevated the importance of […]

It’s 2022, but there are still an alarming number of companies that focus on everything but customer experience. Let’s look at the systemic issues behind this lack of focus.

Does your organization want to create inclusive experiences for your customers? Are you following an inclusive design process? If the answer to both questions is “yes,” great! But if you’re like most companies we speak with, you’re missing an essential component for creating inclusive experiences: an inclusive and diverse design team. Having such a team […]

BI is alive, but its adoption needs some help. Learn the three reasons why businesses struggle to get more mileage from their business intelligence applications.

I have been part of the Global Mobile Awards (GLOMO) jury for several years and have each year discovered inspirational competitors. This year, I judged one of the Tech4Good categories, and I found it particularly difficult to come to a final ranking. The three finalists illustrate perfectly how technology can be a powerful driver for […]

UX regulators are cracking down on dark patterns. Here's how to ensure your privacy journeys aren't on the road to big fines.

At AWE 2021 last week it was clear that companies working on AR and VR experiences must refocus from tech to people.

To create an effective chatbot you need to master conversation design, a new discipline for experiences based on conversational AI.

Forrester reviewed the mobile apps of 13 European banking brands in June and July of 2021 for both functionality and user experience.

Assess your company’s DX strategy with Forrester’s Emerging Technology Survey. And see what we learned from execs in our last iteration of this research.

Each year, my colleague Andrew Hogan and I review mobile websites of top Canadian banks to understand how effectively banks are meeting customers’ expectations, specifically when it comes to finding, researching, and applying for a chequing account. We review functionality and observe users as they try to complete their goals. In this year’s report, we […]

Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks. In this year’s report, we evaluated […]

Helping people collaborate effectively to design experiences is a higher priority than ever. It would be high even if COVID-19 hadn’t hit us, simply because it’s increasingly clear that better experiences drive higher engagement, enrichment, retention, and recommendation. But the pandemic kicked remote work into high gear and, with it, the importance of being able […]

Mobile apps have become the channel of choice for millions of Europeans. Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Forrester Digital […]