Senem Guler-Biyikli is a user experience (UX) researcher on Forrester’s customer experience team. In this role, she works closely with Forrester analysts and research directors to oversee and refine the evaluation methodology for B2C digital experience evaluative research projects. Following the UX evaluation methodology, she assesses the digital experiences that companies provide to their consumers. She’s based in Cambridge, Massachusetts.
This report introduces best practices derived from consumer research and offers recommendations to assess how inclusive your content is.
Facing the COVID-19 pandemic, customers are battling uncertainty from all corners, needing confidence more than ever. Many companies strive for experiences that are seamless, easy, or beautiful, but few emphasize giving their customers or users confidence
Updating customers on service availability is not enough — 60% of bank customers we interviewed expect specifics on waived fees, delayed payments, and interest rate adjustments. Only 10% mentioned local branch status and availability.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.