user experience (UX)

Good customer experience depends on a clear and engaging user experience. Good UX also boosts employee productivity, empowering them to more efficiently meet organizational goals. Read our insights to strengthen your firm’s UX.

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From Compliance To Privacy UX: Regulators Come For Dark Patterns

Stephanie Liu January 7, 2022
UX regulators are cracking down on dark patterns. Here's how to ensure your privacy journeys aren't on the road to big fines.

The Metaverse Is Born — Now It Needs To Grow Up

David Truog November 15, 2021
The metaverse has arrived — or that was the vibe last week, anyway, at the 2021 installment of the Augmented World Expo (AWE) conference. Many speakers also acknowledged that the metaverse is still in its early days, but the consensus was that after decades of gestation, the metaverse is now born. Since 2013, AWE has […]

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.

What’s New In European Mobile Banking

Oliwia Berdak November 5, 2021
Forrester reviewed the mobile apps of 13 European banking brands in June and July of 2021 for both functionality and user experience.

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

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.

Five Findings From Forrester’s Review Of Six Canadian Banks’ Mobile Sites

Alyson Clarke November 3, 2021
Each year, my colleague Andrew Hogan and I review mobile websites of top Canadian banks to understand how effectively banks are meeting customers’ expectations, specifically when it comes to finding, researching, and applying for a chequing account. We review functionality and observe users as they try to complete their goals. In this year’s report, we […]

Five Findings From Forrester’s Review Of Six US Banks’ Mobile Sites

Alyson Clarke November 2, 2021
Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks. In this year’s report, we evaluated […]

Predictions 2022 Live

Chart a bold path to success in 2022. Hear our predictions for the year ahead.


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 […]

European Banks Still Struggle To Balance App Functionality With User Experience

Karine Cardona-Smits October 22, 2021
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 […]

Key Takeaways From IAA Mobility: Repositioning The Automotive Industry Around Changing Customer Priorities

Dan Bieler September 29, 2021
Forrester attended the International Motor Show Germany, rebranded as IAA MOBILITY. It took place in Munich between 7–12 September, 2021. The event was staged as a hybrid event. It managed to attract 400,000 “real” visitors, making it one of the largest trade fairs since the pandemic started. The buzz was noticeable, although visitor numbers were […]

Digital Accessibility: How $10B In Design Spending Will Soon Be Up For Grabs Annually

Andrew Hogan June 29, 2021
(This blog is coauthored with Gina Bhawalkar.) Accessibility is one of the hottest topics in design. More and more companies are making it a business priority. We wanted to determine how big of a monetary impact accessibility will have on design technology vendors and services companies offering design. Based on our analysis, at least $10 […]

Figma’s Funding: The Design Funding Wave Won’t Stop

Andrew Hogan June 25, 2021
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 […]

European Predictions 2022

Visit our resource hub to discover the key trends impacting European businesses in 2022.


PIM Powers Digital Experience — Introducing The Latest Edition Of The Forrester Wave™: Product Information Management

Amanda LeClair May 27, 2021
Marketers, e-commerce directors, data analysts, content operations managers, master data management (MDM) managers, heads of channel management … these are just some of the roles of people we talked to for our recently published Forrester Wave™ evaluation on product information management (PIM) vendors. This diverse set of PIM users reflects how this role has broadened […]

How New Digital Analytics Funding Will Improve Design

Andrew Hogan May 26, 2021
Digital analytics will become a more powerful force in design, as recent consolidation in the interface experience analytics technology space indicates. Learn more.

Service Design ROI And Operating Model

Karine Cardona-Smits May 25, 2021
In 2020 more design teams used service blueprints compared to 2019. But is service design visible and demonstrating value within organizations?

What’s Wrong With Quick-Fix Products For Digital Accessibility

Gina Bhawalkar May 4, 2021
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 […]

Figma Improves Collaboration And Workflows With Branches And Version Control

Karine Cardona-Smits May 4, 2021
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. […]

See the future and gain a competitive advantage for 2022

Discover 12 trends our research reveals will matter most next year. Download our Predictions 2022 Guide.


New Research: How To Establish, Scale, And Evolve Your Design Practice

Gina Bhawalkar April 19, 2021
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 […]

Core Web Vitals: What It Is, Why Google Is Doing It, And What It Means

Collin Colburn April 13, 2021
SEO Hasn’t Put User Experience (UX) First SEO has gone through lots of changes over the years — from link farms to keyword stuffing. The customer has not always been at the heart of the SEO process. I’ve told you before about how my high school computer teacher gamed Google’s search algorithm years ago. Even […]

Digital Accessibility Enters The Spotlight As A Business Priority

Gina Bhawalkar April 9, 2021
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 […]
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