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Gina Bhawalkar

Principal Analyst

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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 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 Most Recent Research

Research

Digital CX And Design Trends, 2021

Digital customer experience (CX), while still far from great, has leapt forward in key areas. A powerful blend of forces is shaping it and transforming...

11 min read
Research

Q&A: Establishing Your Organization's Accessibility Practice

Your Top Digital Accessibility Questions Answered, Part Two Of Two
May 12th, 2021 | Gina Bhawalkar

Companies that prioritize digital accessibility break into new markets, get employees more engaged, and avoid the legal risk of not having accessible digital...

14 min read
Research

Q&A: Getting Started With Digital Accessibility

Your Top Digital Accessibility Questions Answered, Part One Of Two
May 12th, 2021 | Gina Bhawalkar

Companies that prioritize digital accessibility break into new markets, get employees more engaged, and avoid the legal risk of not having accessible digital...

12 min read
Research

New Rules For Future Fitness: Think Like Designers Do

Design Thinking Done Right Helps All Employees Solve Problems From The Outside In
May 7th, 2021 | Gina Bhawalkar

Designing well is key to the success of the world's most customer-obsessed, innovative, and admired companies. These firms unlock the benefits of design...

13 min read
Research

Scale Your Experience Design Practice

Intermediate Level: Design Practices For CX Transformation
April 16th, 2021 | Gina Bhawalkar , Andrew Hogan

This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have established a solid practice...

18 min read