experience design (XD)

Mobile apps have become the channel of choice for millions of Europeans. Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Forrester Digital […]

Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.

Co-creation is the service design principle that transforms successful CX initiatives into game changers for organizations.

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 […]

Static annual plans often collect dust on a shelf. Leaning into the planning process can help you build a more dynamic and effective marketing plan that drives forward the objectives of the business.

Coauthored with Kate Leggett.  I’ve asked before if it’s a given that employees should use frustrating systems. Should employees be forced to endure extra effort just because they choose to work at a company? Do their managers believe workers have to strain to feel like a full days’ work has been done?  Kate lives this […]

Business results are increasingly tied to digital design excellence. Why is this happening? These three trends are pushing digital design to the forefront.

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.

Can on-premise digital experience platforms be migrated to the cloud? Learn the five key takeaways from the latest Forrester Wave.

Figma just announced a new round of funding of $200 million, which will give it a valuation of $10 billion — five times its valuation last year at the beginning of the pandemic. This continues the trend of money flowing into the $162 billion design industry. However, unlike recent analytics investments, this money is going […]

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

In 2020 more design teams used service blueprints compared to 2019. But is service design visible and demonstrating value within organizations?

I recently attended the Config 2021 design conference, and my big takeaway from its opening keynote is the introduction of branches and version control capabilities that will allow design teams to benefit from all the comfort that version control systems such as GitHub, Subversion, CVS, or Bitbucket have been offering to software engineers for decades. […]

The design industry is booming. Our recent research, “The Design Industry, 2021,” estimates the size of the global design industry to be $162 billion and growing. But the increasing recognition of the importance of design creates a challenge for design leaders: How do you effectively establish, scale, and evolve a high-performing design practice that reliably […]

Are you investing your design efforts in the right place? Are you wondering if your company is really designing in ways that attract and create more loyal customers? Learn what could be standing in your way.

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 […]

We estimate the size of the global design industry to be $162 billion and believe multiple software categories used in design will grow more than 20% this year. Find out why.

Discover how Bosch is carefully weighing issues such as the speed of its cultural change and the impact on its brand image as an innovator against the value of its existing culture. And learn how to avoid obstacles, such as when old product development models are colliding with innovation.

Bad user interface design cost Citi $500M in a painful example of how poor UX affects business results. It’s rarely as dramatic as a single $500M incident — at most companies, poor UX causes a steady drumbeat of avoidable mistakes that cost time and money.