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CX SF 2019: Are You Designing For Everyone In Your Target Market?

Gina Bhawalkar August 5, 2019
When we design for the “average” person, we design for no one. One of my favorite books, The End of Average, opens with the story of how, during World War II, the US Air Force faced a high death rate — pilots were unable to control their planes, which led to crashes, often fatal. The […]
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CX SF 2019: Do You Understand Your Customers’ Reality?

Kelly Price July 29, 2019
Customers’ perceptions arise when they assign meaning to stimuli — like the color of a button in an app. The meaning that customers assign depends largely on their context. Learn what this means for CX pros.
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CX SF 2019: The Way To Innovate

Jennifer Wise July 22, 2019
Three tips to ensure that innovation efforts deliver business value. Get the full picture at CX SF 2019.
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Do Your Company’s Research Practices Lead To Better Decision Making?

Kelly Price July 17, 2019
“Understand your customers! Do research!” Anyone who has paid even a passing glance to the world of customer experience and user experience over the last decade has surely heard this mandate is one form or another. And while I’m happy that so many people are recognizing the value of research as a key to business […]
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You Need A Design System — Here’s Why

Gina Bhawalkar July 16, 2019
A recent study on design maturity from InVision revealed something really interesting: that design team size is not predictive of a design team’s maturity. That is, it’s possible to dedicate a lot of headcount to design but still see limited benefits on business outcomes. Not only did they find there’s not a correlation, but they […]
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Don’t Waste Your Creativity Spend As You Fight Digital Sameness

Andrew Hogan July 15, 2019
Is your CMO considering shifting investments in marketing technology toward the services of creative agencies, as Forrester recommends? You should find out — because one of two possible scenarios will play out. The winning scenario: If you 1) boost your internal design team and better integrate brand; 2) contract with firms that apply human-centric design; and […]
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Can You Prove The Business Impact Of Better Design?

Gina Bhawalkar June 27, 2019
Design leaders often ask me: “How do I make the case to grow my team?” “How do I prove the impact that better design has on my organization?” “How do I elevate the impact of design?” The answers to all three questions come down to having a repeatable process in place for linking design investments […]
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It’s Time To Transform Insurance Claims

Oliwia Berdak May 16, 2019
With the right approach, it’s possible to fulfill the promise given to customers while protecting the insurer’s bottom-line performance.
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Design And Research Teams Are Scaling But Not How You’d Think

Gina Bhawalkar April 29, 2019
When I talk to design leaders these days, the No. 1 question on their minds is how to scale to meet the demand for design and research. It’s a good problem to have — executives have moved from asking “Do we need design?” to “How do we get more design and research?” Successful design organizations […]
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The Inclusive Design Imperative: Win And Retain More Customers

Gina Bhawalkar April 23, 2019
Inclusive design is good for business. I lay out the reasons why in my latest report, “The Inclusive Design Imperative: Win And Retain More Customers,” and explain how you can establish the foundation for it to take hold. Once you raise awareness of inclusive design and spark the desire in employees to do better, it’s […]
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What XD Pros Can Learn From Diversity And Inclusion Leaders: Highlights From The From Day One Conference In San Francisco

Gina Bhawalkar April 12, 2019
Does your company have a diversity and inclusion (D&I) program? There’s a good chance you do — D&I is currently having its moment in the spotlight. But the D&I conversation at many organizations neglects a crucial element: a process for how the company will actually fulfill its commitment to D&I in the experiences it designs […]
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Accessible Pizza And Other Highlights From CSUN 2019

Gina Bhawalkar March 20, 2019
Accessible digital design is more possible and more relevant than ever. Find out how it can widen your customer base while making life easier for people with disabilities.
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When Design And Algorithms Collide

Andrew Hogan December 13, 2018
Algorithms are a new design material, affecting UX in the form of news feeds, recommendations, and propensity scores. Unfortunately, it’s not all going smoothly . . . Want to learn more? Please reach out with any questions; I’m always happy to discuss over inquiry.
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2018 Marked 20 Years Of Customer Experience Research At Forrester!

Harley Manning November 26, 2018
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Websites Fail,” introduced […]
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The Forrester Retail Wave™: European Mobile Apps, Q4 2018 — European Retailers Are Raising The Bar For Mobile App Experiences

Michelle Beeson November 5, 2018
My colleague Alex Causey and I have now finished “The Forrester Retail Wave™: European Mobile Apps, Q4 2018,” the second Retail Wave we’ve done. This year, we evaluated the functionality and usability of six European retailers’ mobile apps. For retailers with a pan-European presence, we selected one European market in which to evaluate the retailer’s app […]
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With Design Shifting From “Who Cares?” To “Supersize It!” — How Should Your Design Org Respond?

Gina Bhawalkar October 19, 2018
It’s a great time to be an experience design professional — what we call an XD pro. I remember my early years as a user experience practitioner: 25% of my time was spent practicing my craft (the exciting part!) and 75% evangelizing my discipline and explaining why a human-centered design approach benefits both customers and […]
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The Forrester Banking Wave™: Global Mobile Apps Summary, 2018 — BBVA Offers World-Class Mobile Banking Services

Aurelie L'Hostis September 28, 2018
Digital banks are not eating the incumbent banks’ lunch (yet!), but they’re certainly demonstrating voracious appetite. In the UK, Monzo recently hit the one-million-customer mark, while Revolut has almost tripled its customers to 2.8 million in a year. Lifestyle app Alipay, the digital wallet and payments solution operated by Ant Financial, now has 700 million […]
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Introducing The Consumer Tech Stack For Europe

Reineke Reitsma August 23, 2018
In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts, he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […]
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Seeking Magic Moments — Why It’s Time To Tune Up Your Digital Experience Stack

Allen Bonde July 20, 2018
The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters’ 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. It also captures a moment in time in words and song that reminds us of the power of storytelling, […]
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The Billion-Customer Digital Accessibility Opportunity

Gina Bhawalkar June 27, 2018
There’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute. And these potential customers have money to spend: Over 1 billion people worldwide have a disability, and they have over $1.2 trillion in annual disposable income. That number balloons to […]
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