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

Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility

Gina Bhawalkar June 25, 2020
The two companies' recent actions highlight the difference between placing accessibility front and center versus treating it as an afterthought.
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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 COVID-19 Crisis Sets The Direction For Europe’s Job Market

Dan Bieler June 24, 2020
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.
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Blog

Smart Audio: What Tech Innovations In Sound Will Fuel New Experiences?

Frank Gillett June 9, 2020
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 […]
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Blog

Starting Research On Ambient Technologies And Experiences

Frank Gillett May 28, 2020
New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.
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Blog

The Effect Of COVID-19 On US Consumers’ Financial Well-Being

Peter Wannemacher May 18, 2020
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 […]
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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

Future Of Retail 2020: Retail Marketers Face Privacy And Data Ethics Regulations

Fiona Swerdlow May 7, 2020
Forrester retail industry analysts provide insights on how privacy and data ethics regulations will affect retail marketers.
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Blog

We Evaluated Banks’ In-App Messaging On COVID-19: Five Brands Stood Out

Gina Bhawalkar April 23, 2020
What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out.
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Blog

The Coronavirus Crisis Survival Kit For Startup Entrepreneurs

Dan Bieler April 21, 2020
Principal Analyst Dan Bieler prioritizes three things that startups should be doing to emerge from the coronavirus pandemic successfully.
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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

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

Get Accessibility Right: Recruit People With Disabilities Into The Design Process

Gina Bhawalkar March 9, 2020
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 […]
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Blog

Strategic Design Is Finally Recognized In Agile Frameworks

Karine Cardona-Smits February 28, 2020
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 […]
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Blog

Ten Years In Augmented Reality: We’ve Come A Long Way [Wannaby]

Julie Ask February 25, 2020
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 […]
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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

Welcome To A New Era Of Employee Enablement

Andrew Hewitt February 3, 2020

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Blog

What Makes A Payments App Successful?

Arnav Gupta January 2, 2020
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 […]
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