Accessible Design
How accessible are your company’s website and web materials to people with visual, physical, and other disabilities? Overlook this question, and you risk excluding vast groups of consumers who want to engage with your brand. Read our insights on accessible design principles and best practices.
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Insights
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Conduct Better Research With Inclusive Screener Questions
By practicing inclusive design, businesses can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. But to do this successfully, companies need to incorporate inclusive design principles when creating experiences.
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
Introducing The Digital Accessibility Platforms Landscape, Q2 2023
I aim to help clients understand the technologies available to help them scale and report on the progress of their accessibility programs, starting with our just published Forrester Landscape on the Digital Accessibility Platforms market.
Blog
Global Accessibility Awareness Day 2023: Bright Spots And Opportunities In A Year Of Accessibility Research
Today is Global Accessibility Awareness Day (GAAD), a day focused on digital accessibility and inclusion. Why do we need a day dedicated to this?
Blog
Design Responsibly To Earn Trust
What does it mean to practice human-centered design? The answer to that question is evolving. If you’ve read my research, you know it’s critical for businesses to embed accessibility and inclusive design practices into how they design and develop experiences. Doing so helps increase revenue, reduce costs, increase resilience, and build trust with customers and […]
Blog
Three Steps To Build A Business Case For Inclusive Design
Businesses that create inclusive products, services, and experiences can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. Unlocking these benefits requires an intentional approach to inclusive design, something most firms lack due to low organizational understanding of why inclusive design matters and limited funding.
Blog
The White House’s $500 Million Request For CX Funding Is A Big Step Toward A Vital Goal
The White House’s budget proposal for fiscal-year 2024 includes more than $500 million in customer-experience (CX)-related investments to continue progress on the administration’s robust CX goals. Predictably, this hasn’t made headlines: It’s just .007% of the total $6.9 trillion budget proposal and doesn’t excite fiery debates like higher-profile requests do. It’s a strong investment, however, […]
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
Blog
Drive Growth With Digital Accessibility: Best Practices From Three Retailers
With a turbulent and unprecedented current economy, most retailers are trying to shore up revenue wherever they can. One way to do this is through making your company’s websites and mobile apps more accessible. Annually, the disability community has a disposable income of $1.9 trillion and an accessible digital storefront gives you access to this market.
Blog
Design For Empathy To Build Deeper Connections With Your Customers
Empathizing with customers is almost always the first step in design frameworks. Learn how to take the next step and embed empathy into your entire design process.
Blog
You Need A Design System — Here’s Why
Our research shows that the best organizations use a design system to streamline and scale experience design (XD). Learn the benefits of a design system.
Blog
All I Want For Christmas Is An Accessibility Expert
Twenty-seven percent of design teams plan to hire accessibility experts in the next 12 months. Learn what success in the role requires.
Blog
Adopt Inclusive Design Practices That Put Users First This Holiday Season
Incorporate inclusive design this holiday season by prioritizing digital accessibility, using inclusive language, and showing that you care.
Steer Your CX Budget With Our 2024 Benchmark Data
Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Diversity And Inclusion Matter In The Digital Context
A lack of diversity, equity, and inclusion (DEI) in digital teams poses some unique challenges: biased AI, harmful or inaccessible digital products and experiences, and challenges with recruiting and retaining digital talent. Learn how to tackle these challenges.
Blog
Five Months Worth Of Takes On The Digital Accessibility Space
Much has happened within a short span of time that signals the growing importance of creating experiences that are accessible to all.
Blog
Why You Must Assess Experiences For Inclusion — And How
You want to create inclusive experiences for your customers. You have a diverse and inclusive design team and practice inclusive design. But once you create the experiences you wanted, how do you know if you succeeded in making them truly inclusive?
Blog
Assessing The US Youth Smartwatch Market: Is There Room For An Independent Brand?
Children's smartwatch brand Xplora plans to move into the US market - one of many recent additions to a crowded market. This blog explores important lessons that brands should consider when developing a smartwatch and entering a crowded market.
Blog
Global Accessibility Awareness Day 2022: What’s Changed In Our Four Years Covering This Space
On Global Accessibility Awareness Day this year, learn what’s changed in digital accessibility over the past four years. Read more.
Podcast
The Business Case For Inclusive Design
Why has inclusive design become so important? On this episode of What It Means, Principal Analyst Gina Bhawalkar and UX Researcher Senem Biyikli delve into the multi-faceted benefits of inclusive design.
Blog
Bot Management Vendors Show Progress On Diversity, Equity, And Inclusion
As previous Forrester research has shown, gender bias remains an urgent concern in cybersecurity, and issues around diversity, equity, and inclusion go far beyond gender. In the bot management world, where end users historically struggled with CAPTCHAs and other challenges that didn’t always support visual and physical impairments, having diverse voices in the room can […]
Blog
Get Help With Digital Accessibility: Tips For Selecting An Accessibility Partner
Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space. This increase is partly driven by the pandemic, which elevated the importance of […]
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