experience design (XD)

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.

With its revised Payment Services Directive (PSD2), Europe aims to make payments safer and increase consumers’ protection, integrating new digital players into its market and requiring financial institutions to open their data and services to third parties. Doing so enables competitors to offer their own clients innovative digital experiences that would radically shake up traditional […]

Ten principles you can use as a foundation for envisioning your organization’s path to the metaverse

The future of experiences will be more humanlike and immersive ... but also more invisible. Learn what the future holds at CX North America.

Amazon’s latest product, Amazon Glow, can offer insight into how the future of experiences (for children) is being designed.

XR designers cut corners because of the limitations of headsets but XR streaming from the cloud could liberate them.

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 […]

It’s 2022, but there are still an alarming number of companies that focus on everything but customer experience. Let’s look at the systemic issues behind this lack of focus.

Does your organization want to create inclusive experiences for your customers? Are you following an inclusive design process? If the answer to both questions is “yes,” great! But if you’re like most companies we speak with, you’re missing an essential component for creating inclusive experiences: an inclusive and diverse design team. Having such a team […]

Discover why your digital experiences need to make customers feel confident about the choices they make, and how to achieve that through deliberate design.

The problem with chatbots can be summed up in one sentence: “How can I help you?” This question sets the expectation that a chatbot will be as helpful as a human agent, which isn’t true. But don’t scrap all your chatbots. Instead, invest in experience design, says VP, Principal Analyst David Truog on this episode of What It Means.

I have been part of the Global Mobile Awards (GLOMO) jury for several years and have each year discovered inspirational competitors. This year, I judged one of the Tech4Good categories, and I found it particularly difficult to come to a final ranking. The three finalists illustrate perfectly how technology can be a powerful driver for […]

I’ve been out on paternity leave and needed to catch up. Design is changing rapidly, so I thought I would give a peek into my reading and analysis of recent results and announcements: More and more companies are investing in design and adopting new tools to design with. One sign is the interest in new(er) […]

At AWE 2021 last week it was clear that companies working on AR and VR experiences must refocus from tech to people.

To create an effective chatbot you need to master conversation design, a new discipline for experiences based on conversational AI.

Assess your company’s DX strategy with Forrester’s Emerging Technology Survey. And see what we learned from execs in our last iteration of this research.

Helping people collaborate effectively to design experiences is a higher priority than ever. It would be high even if COVID-19 hadn’t hit us, simply because it’s increasingly clear that better experiences drive higher engagement, enrichment, retention, and recommendation. But the pandemic kicked remote work into high gear and, with it, the importance of being able […]

Retailers: of course it’s ok to influence people to choose your products. What you should avoid is veering from persuasion into coercive and deceptive design (formerly referred to as dark patterns).