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Gina   Bhawalkar

Gina Bhawalkar

Principal Analyst Serving Customer Experience Professionals

Gina Bhawalkar is a principal analyst serving customer experience (CX) professionals. Her research focuses on user experience (UX) and accessibility, particularly how design and UX teams are organized (including the relationship between UX and CX teams) and the skills needed; how to scale design; inclusive design; the design technologies that UX pros use; financial services UX (banking and brokerage); UX and agile; and creating accessible digital experiences that adhere to the Web Content Accessibility Guidelines (WCAG).

Previous Work Experience

Gina has over 15 years of experience as both a UX/CX practitioner and leader, with eight years in the financial services industry. Prior to joining Forrester, Gina was director of customer experience research at Bank of the West, a subsidiary of BNP Paribas. There, she led the bank's digital voice of the customer program and conducted primary research to inform digital product development. Previously, Gina led the user experience and accessibility department at Scottrade, where she built the two disciplines as well as the firm's journey mapping practice from the ground up. Earlier in her career, Gina was a UX consultant at Perficient, leading design and research projects for clients in the financial services, agribusiness, utilities, insurance, and retail industries. She has also served as an accessibility consultant at both Criterion 508 and the Georgia Tech Research Institute.

Education

Gina holds bachelor's degrees in psychology and computer science from Trinity University and an M.S. in human-computer interaction from the Georgia Institute of Technology, where her research focused on evaluating the accessibility of physical and digital products to people with disabilities.

Gina Bhawalkar

Principal Analyst Serving Customer Experience Professionals

Gina Bhawalkar is a principal analyst serving customer experience (CX) professionals. Her research focuses on user experience (UX) and accessibility, particularly how design and UX teams are organized (including the relationship between UX and CX teams) and the skills needed; how to scale design; inclusive design; the design technologies that UX pros use; financial services UX (banking and brokerage); UX and agile; and creating accessible digital experiences that adhere to the Web Content Accessibility Guidelines (WCAG).

Previous Work Experience

Gina has over 15 years of experience as both a UX/CX practitioner and leader, with eight years in the financial services industry. Prior to joining Forrester, Gina was director of customer experience research at Bank of the West, a subsidiary of BNP Paribas. There, she led the bank's digital voice of the customer program and conducted primary research to inform digital product development. Previously, Gina led the user experience and accessibility department at Scottrade, where she built the two disciplines as well as the firm's journey mapping practice from the ground up. Earlier in her career, Gina was a UX consultant at Perficient, leading design and research projects for clients in the financial services, agribusiness, utilities, insurance, and retail industries. She has also served as an accessibility consultant at both Criterion 508 and the Georgia Tech Research Institute.

Education

Gina holds bachelor's degrees in psychology and computer science from Trinity University and an M.S. in human-computer interaction from the Georgia Institute of Technology, where her research focused on evaluating the accessibility of physical and digital products to people with disabilities.

Gina Bhawalkar's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Measuring Design's Impact: Establish, Extend, And Elevate Your Approach

    A Design Impact Series Report

    June 24, 2020Gina Bhawalkar

    Adopting design measurement best practices helps experience design (XD) teams achieve benefits ranging from getting UX improvements prioritized to earning the opportunity to influence strategic decision making. But to lock in and sustain these benefits, you need to systematize your design measurement practice. This report for XD pros explains how to do this in three phases.

  • For Customer Experience Professionals

    REPORT: Digital CX And Design Trends, 2020

    May 20, 2020 Andrew Hogan, Gina Bhawalkar, Jennifer Wise, Riccardo Pasto, Kelly Price, Joana de Quintanilha, Karine Cardona-Smits

    Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa skills. This report examines these trends and how your efforts to improve digital customer interactions must connect better with your XD process and team.

  • For Customer Experience Professionals

    REPORT: The Business Impact Of Design: Five Best Practices For Measuring It

    A Design Impact Series Report

    May 14, 2020Gina Bhawalkar

    Experience design (XD) professionals struggle to measure and communicate the impact of their work. And that's a missed opportunity for them, because by mastering design measurement, they can reap benefits ranging from getting user experience improvements prioritized to earning the opportunity to influence strategic decision making. This report equips XD pros with five best practices to guide their measurement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Life-Changing Magic Of Simplifying Your Mobile App

    My App Is A Kitchen Sink: Now What?

    April 23, 2020 Julie A. Ask, Gina Bhawalkar

    What should you do if your mobile app is like a pre-Marie-Kondo kitchen sink — cluttered, messy, and full of junk? Don't just drain it! First, determine the real problem; then, build a plan to tackle it. We give digital business and experience design professionals three answers to this frequently asked question.

  • For Customer Experience Professionals

    REPORT: Get Design Thinking Right: The Obstacles You'll Face And Six Tactics To Overcome Them

    April 8, 2020Gina Bhawalkar, Sam Karpinski

    Despite the proven success of design thinking done right, many executives are reluctant to invest in it. To find out why, we surveyed and interviewed design thinking practitioners and found that their colleagues' skepticism springs mostly from misunderstandings about the methodology. This report lays out six tactics that customer experience (CX) professionals — and anyone else leading design thinking efforts — can apply to improve buy-in, execution, and results.

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