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: Predictions 2019: Customer Experience

    Customer Experience Comes Under Fire

    November 5, 2018 Harley Manning, Gina Bhawalkar, Ryan Hart, TJ Keitt, Rick Parrish, Maxie Schmidt-Subramanian, Adele Budovsky, Judy Weader

    Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and turmoil for CX professionals. What happens next? A group of Forrester's top experts on customer experience came together to answer that question. Here are their five most impactful, surprising predictions that are likely to come true in the coming year.

  • For Customer Experience Professionals

    REPORT: How To Scale Your Design Organization

    October 18, 2018Gina Bhawalkar

    Firms are investing in experience design (XD) now more than ever. Why? Because they recognize the business value of 1) designing their products and services better and 2) applying design expertise and methods to strategic business problems. This surge in demand for design requires that XD pros answer a hard question: How can their design organizations scale up? This report analyzes the results of interviews and a survey we conducted about this conundrum and recommends what XD pros should do to conquer it.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Global Mobile Apps Summary, 2018

    Mobile Banking Leaders Keep Raising The Bar On Functionality And User Experience

    September 27, 2018 Benjamin Ensor, Arnav Gupta, Aurelie L'Hostis, Gina Bhawalkar, Peter Wannemacher

    Mobile apps have become the touchpoint of choice for millions of people to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of 42 leading banks worldwide. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience executives can learn from them.

  • For Customer Experience Professionals

    REPORT: The Top Four Takeaways From SF Design Week 2018

    September 18, 2018 Andrew Hogan, Gina Bhawalkar, Kelly Price

    The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook, Google, IDEO, Kaiser Permanente, Salesforce, UCSF, and many others. This report lays out the four themes Forrester believes mattered most for customer experience (CX) pros and what they mean to companies aiming to design experiences that drive growth.

  • For Customer Experience Professionals

    REPORT: The Forrester Tech Tide™: Experience Design, Q3 2018

    Nineteen Technologies Underpin Experience Design

    August 23, 2018 Jennifer Wise, Gina Bhawalkar, Kelly Price, Andrew Hogan, Joana van den Brink-Quintanilha, Faith Adams, Alex Causey

    Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 19 technology categories that support experience design. XD professionals should read this report to shape their firm's investment approach to these technologies.

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