Forrester: - Making Leaders Successful Every Day

	Vidya L. Drego Senior Analyst

Research Coverage

Cross-Channel Design Strategies, Multichannel Customer Experience, Expert Reviews, Web Site Design, Personas, Channel Design Strategies, Mobile Web, Design & Usability Processes, Scenario Design, Customer Experience

Research Focus

Vidya serves Customer Experience professionals. She helps them master tools like personas and techniques like heuristic evaluations to improve both the experience and profitability both in and across customer facing channels.

Her research coverage includes Web and mobile Web site design and usability, out-of-box experience, and persona development. In addition, she covers offshore design and offshore agencies and performs Web site, cross-channel, and brand reviews.

Previous Work Experience

Vidya comes to Forrester with design and strategy experience from the technology industry. Most recently, she was a user-interface designer with the award-winning customer innovation and design team at Symbol Technologies. In that role, she led the design of the mobility platform that allows Symbol customers to manage their fleet of mobile devices. Prior to Symbol, Vidya was in the office of the CTO at Critical Path, where she helped shape new product strategy for the mobile application provider.

Vidya's work has ranged from user research to interaction and user interface design. She has published work in the 2004 BT Technical Journal as well as the ACM conference for User Interface Software Technology (UIST).

Education

Vidya holds a master's degree in media arts and sciences from the Massachusetts Institute of Technology, Media Lab where she received an Intel Fellowship to research and design mobile applications for an internal technology team. She also holds a bachelor's degree in symbolic systems with a concentration in human-computer interaction from Stanford University.

Latest Research

Planned Research