Trends Report

Design Lessons From Forrester's 2013 Outside In Award Winners

A Look Inside The Experience Design Programs At Ally Bank And PwC Australia

October 31st, 2013
Kerry Bodine, null
Kerry Bodine
Amelia Sizemore, null
Amelia Sizemore
With contributor:
Curt Nichols

Summary

In its first annual Outside In Awards, Forrester recognized two winners in the customer experience design category. Financial services provider Ally Bank designed and tested a mobile application in nine short weeks, while professional services firm PwC Australia redesigned its employee intranet to, in turn, improve its client experience. Although their business models differ, these two organizations followed analogous design processes with a common theme: their commitment to integrating customer and stakeholder feedback across multiple project iterations. This report examines the ways both business-to-consumer (B2C) and business-to-business (B2B) firms can benefit from emulating their approaches.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.