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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Insights

Blog

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 […]
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Blog

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 […]
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How To Scale Digital Accessibility And Expand CX’s Influence

Discover how to turn a business must-have into a CX leadership opportunity.

Blog

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 […]
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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 […]
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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.
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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?
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Blog

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 […]
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Power Up Customers’ Digital Experiences.

Plan and execute a design system that improves business outcomes. Get the step-by-step plan in this complimentary guide.

Blog

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. […]
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Blog

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 […]
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Blog

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 […]
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Blog

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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Blog

Top Design Projects Of 2021: What They Are Versus What They Should Be

Andrew Hogan March 30, 2021
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.
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APAC Financial Services Webcast Series 2021

Ready to lead a customer-centric transformation in a post-pandemic world? Learn how to fuel success from 27 July – 5 Aug.

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After Retail Banking, Now Banks Must Transform Their Corporate Banking

Arnav Gupta February 26, 2021
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]
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Why Citi’s $500M Mistake Is Really A Design Debt Interest Payment

Andrew Hogan February 23, 2021
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.
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Blog

New Research: State Of Design Teams — We Need Your Help!

Gina Bhawalkar December 3, 2020
To give you insights on the state of experience design (XD)/user experience (UX) teams, my colleagues and I, who cover design and UX, run an annual survey. In our most recent one, 61% of respondents reported that their design team impacts strategic decisions, for example. And I’m excited to share that our 2020 State Of […]
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Blog

Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020

Leslie Joseph December 2, 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
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Blog

UK Banks’ Mobile Apps Have Stalled In Terms Of Functionality

Karine Cardona-Smits November 23, 2020
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 53% of UK online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact business results: A good […]
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European Banks Must Deliver Better User Experience On Their Mobile Apps

Karine Cardona-Smits November 23, 2020
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 52% of Italian and 42% of French online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact […]
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Blog

Design For Change: Uncertainty Can Lead To Positive Outcomes

Karine Cardona-Smits November 6, 2020
2020 is a year of change. Change affected all of us in similar ways, but our ability to adapt to change varied. Discover how to design process and principles for change and resilience.
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Blog

What Do Your Customers Want For The Holidays? Confidence

Andrew Hogan October 29, 2020
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.
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