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.

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Insights

Blog

What’s Wrong With Quick-Fix Products For Digital Accessibility

Gina Bhawalkar May 4, 2021
Let’s get straight to the point: There’s no quick fix for making your digital experiences accessible. That’s true even if your approach to accessibility is narrowly focused on being compliant with the Web Content Accessibility Guidelines (WCAG) and the laws in your region of the world. Many companies I speak with these days are tempted […]
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Blog

Figma Improves Collaboration And Workflows With Branches And Version Control

Karine Cardona-Smits May 4, 2021
I recently attended the Config 2021 design conference, and my big takeaway from its opening keynote is the introduction of branches and version control capabilities that will allow design teams to benefit from all the comfort that version control systems such as GitHub, Subversion, CVS, or Bitbucket have been offering to software engineers for decades. […]
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CX North America

A more connected experience is possible. Learn more at Forrester’s must-attend event for CX practitioners.

Blog

New Research: How To Establish, Scale, And Evolve Your Design Practice

Gina Bhawalkar April 19, 2021
The design industry is booming. Our recent research, “The Design Industry, 2021,” estimates the size of the global design industry to be $162 billion and growing. But the increasing recognition of the importance of design creates a challenge for design leaders: How do you effectively establish, scale, and evolve a high-performing design practice that reliably […]
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Blog

Core Web Vitals: What It Is, Why Google Is Doing It, And What It Means

Collin Colburn April 13, 2021
SEO Hasn’t Put User Experience (UX) First SEO has gone through lots of changes over the years — from link farms to keyword stuffing. The customer has not always been at the heart of the SEO process. I’ve told you before about how my high school computer teacher gamed Google’s search algorithm years ago. Even […]
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Blog

Digital Accessibility Enters The Spotlight As A Business Priority

Gina Bhawalkar April 9, 2021
When the COVID-19 pandemic struck, in many cases making digital the only channel through which customers could interact with brands, Forrester saw a significant uptick in inquiries related to accessibility, mostly from companies getting serious about accessibility for the first time. The pandemic served as a wake-up call not just about the importance of digital […]
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Blog

Top Design Projects Of 2021: What They Are Versus What They Should Be

Andrew Hogan March 30, 2021
Are you investing your design efforts in the right place? Are you wondering if your company is really designing in ways that attract and create more loyal customers? Learn what could be standing in your way.
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Blog

After Retail Banking, Now Banks Must Transform Their Corporate Banking

Arnav Gupta February 26, 2021
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]
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Connected Experiences. Inform. Integrate. Grow.

A more connected experience is possible. Learn more at CX North America, Forrester’s must-attend event for CX practitioners, June 7-9.

Blog

Why Citi’s $500M Mistake Is Really A Design Debt Interest Payment

Andrew Hogan February 23, 2021
Bad user interface design cost Citi $500M in a painful example of how poor UX affects business results. It’s rarely as dramatic as a single $500M incident — at most companies, poor UX causes a steady drumbeat of avoidable mistakes that cost time and money.
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Blog

New Research: State Of Design Teams — We Need Your Help!

Gina Bhawalkar December 3, 2020
To give you insights on the state of experience design (XD)/user experience (UX) teams, my colleagues and I, who cover design and UX, run an annual survey. In our most recent one, 61% of respondents reported that their design team impacts strategic decisions, for example. And I’m excited to share that our 2020 State Of […]
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Blog

Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020

Leslie Joseph December 2, 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
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Blog

UK Banks’ Mobile Apps Have Stalled In Terms Of Functionality

Karine Cardona-Smits November 23, 2020
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 53% of UK online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact business results: A good […]
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Blog

European Banks Must Deliver Better User Experience On Their Mobile Apps

Karine Cardona-Smits November 23, 2020
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 52% of Italian and 42% of French online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact […]
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Predictions 2021: CX Leader Webinar

CX will be at the forefront of 2021's greatest challenges. Discover the keys to success.

Blog

Design For Change: Uncertainty Can Lead To Positive Outcomes

Karine Cardona-Smits November 6, 2020
2020 is a year of change. Change affected all of us in similar ways, but our ability to adapt to change varied. Discover how to design process and principles for change and resilience.
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Blog

What Do Your Customers Want For The Holidays? Confidence

Andrew Hogan October 29, 2020
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.
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Video

Introducing Our Inaugural Forrester New Wave™ Evaluation On End-User Experience Management

Andrew Hewitt October 27, 2020

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Blog

Predictions 2021: Trust, Safety, And Inclusion Will Be At The Core Of Customer Experience

David Truog October 23, 2020
In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.
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Blog

Three Tips for Using Design Thinking in Product Management Activities

Sam Somashekar September 11, 2020
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.
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Predictions 2021 Hub

Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.

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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