Accessible Design

Are you creating inclusive experiences for your customers? Many companies aren’t. For example, here’s a sampling of what we heard when we evaluated typical approaches to collecting personal information from consumers: “There is no open box to identify yourself. Ticking ‘other’ is alienating; therefore, if I didn’t identify as male or female, I wouldn’t feel […]

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.

Digital analytics will become a more powerful force in design, as recent consolidation in the interface experience analytics technology space indicates. Learn more.

Let’s get straight to the point: There’s no quick fix for making your digital experiences accessible. That’s true even if your approach to accessibility is narrowly focused on being compliant with the Web Content Accessibility Guidelines (WCAG) and the laws in your region of the world. Many companies I speak with these days are tempted […]

When the COVID-19 pandemic struck, in many cases making digital the only channel through which customers could interact with brands, Forrester saw a significant uptick in inquiries related to accessibility, mostly from companies getting serious about accessibility for the first time. The pandemic served as a wake-up call not just about the importance of digital […]

I speak with companies weekly about the growing importance of digital accessibility, and prior to 2020, those conversations almost always started with this question: “How do we make our sites and apps accessible so we don’t get sued?” It’s a fair question — after all, the number of web and mobile accessibility lawsuits has increased […]

A design system continually evolves — it’s not a project a design team can complete and move on from. In fact, a design system requires an ongoing time and resources investment just like a customer-facing digital product.

As we're reviewing mobile banking apps for our upcoming European Digital Experience Review™ research, there's a noticeable gap between leaders and laggards on both user experience and functionalities offered in-app. The main reason that keeps laggards behind resides in their mobile experience strategy — or, rather, the lack of it.

The two companies' recent actions highlight the difference between placing accessibility front and center versus treating it as an afterthought.

Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference (WWDC) 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles. UX Is All About Use In Context […]

To encourage customers to come back and usher in economic recovery, companies must plan to redesign their physical-location experiences to address customer fears of COVID-19 and their desire to maintain social distancing.

When I speak with companies that are new to digital accessibility, they almost always start the conversation with some version of this question: “What do we need to do to comply with accessibility standards so we don’t get sued?” They’re right to ask, because web accessibility lawsuits are proliferating — there were over 2,000 in […]

Discover what federal agency websites excel at and where are the biggest areas of opportunity.

Fifty percent — that’s the percentage of design professionals who say their company now uses a design system according to Forrester’s Q3 2019 Global State Of Design Teams Survey. And a whopping 74% of those survey respondents say that their companies are using a design system more than two years ago. Over a third even […]

Only a tiny fraction of websites get accessibility right. Learn how to ensure your online experience doesn't freeze out would-be shoppers.

Design is in a state of misalignment with customer needs. Principal Analysts Gina Bhawalkar and Andrew Hogan discuss the benefits of inclusive and ethical design in an age of digital manipulation.