experience design (XD)

Getting experience design (XD) right is essential to CX transformation. But what is experience design — and how can it differentiate your brand? Read Forrester’s insights on elevating design to build more powerful customer connections.

Discover how Forrester supports customer experience leaders.

Insights

Blog

Global Accessibility Awareness Day 2022: What’s Changed In Our Four Years Covering This Space

Senem Guler Biyikli May 19, 2022
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

What It Means May 12, 2022
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.

Drive Engagement With Your Digital Experiences

A five-step breakdown of how to get customers to embrace new digital experiences.

Blog

The Connected Car Of The Future Is The One Open To Third Parties

Karine Cardona-Smits May 11, 2022
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 […]
Blog

Ten Principles For Designing The Metaverse

David Truog May 10, 2022
Ten principles you can use as a foundation for envisioning your organization’s path to the metaverse
Blog

The Future Of Experiences: What Your Brand Must Do Now To Power The Next Generation Of Consumer Experiences

Julie Ask May 10, 2022
The future of experiences will be more humanlike and immersive ... but also more invisible. Learn what the future holds at CX North America.
Blog

The Future Of Experiences For Children: Lessons From Amazon Glow

Julie Ask May 2, 2022
Amazon’s latest product, Amazon Glow, can offer insight into how the future of experiences (for children) is being designed.
Blog

Beyond The Cartoonish Metaverse — XR Designers And Users Deserve Better

David Truog April 28, 2022
XR designers cut corners because of the limitations of headsets but XR streaming from the cloud could liberate them.

Drive Transformational Change

With CX EMEA, transform your customer experience and help your organization grow. Join in London or virtually on 22—23 June.

Blog

Get Help With Digital Accessibility: Tips For Selecting An Accessibility Partner

Gina Bhawalkar April 21, 2022
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 […]
Blog

Four Indicators: Is Your Customer Experience An Afterthought?

AJ Joplin April 7, 2022
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.
Video

There Is No Metaverse Today, But Be Prepared

Mike Proulx March 29, 2022

Blog

Design Leaders Reveal How To Build Inclusive And Diverse Design Teams — And Why That Matters

Senem Guler Biyikli March 28, 2022
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 […]
Webinar

Design For Confidence In Digital Experiences

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

Design Better Chatbots

Here's how to create chatbots that customers will love.

Podcast

Avoid The Chatbot How-Can-I-Help-You Problem

What It Means February 10, 2022
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.
Blog

Great Solutions Compete For The Best Mobile Innovation For Accessibility And Inclusion Award

Karine Cardona-Smits January 28, 2022
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 […]
Blog

The Evolution Of Design In 2021: Learning From Design Vendors

Andrew Hogan November 15, 2021
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) […]
Blog

The Metaverse Is Born — Now It Needs To Grow Up

David Truog November 15, 2021
At AWE 2021 last week it was clear that companies working on AR and VR experiences must refocus from tech to people.
Blog

Most Chatbots Disappoint — Here’s How To Make Them Better

David Truog November 9, 2021
To create an effective chatbot you need to master conversation design, a new discipline for experiences based on conversational AI.
Blog

Assess Your Company’s DX Strategy With Forrester’s Emerging Technology Survey

Julie Ask November 3, 2021
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.
Blog

Adobe’s Virtual Collaboration Bet Will Win If It Evolves Quickly

David Truog November 1, 2021
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 […]
Blog

Gluttonous Persuasion: The Christmas Dinner Problem Of Retail

Andrew Hogan October 22, 2021
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).
More posts