Trends Report

The Forrester Digital UX Review

May 10th, 2017
Andrew Hogan, null
Andrew Hogan
Allegra Burnette, null
Allegra Burnette
Jennifer Wise, null
Jennifer Wise
Kelly Price, null
Kelly Price
With contributors:
David Truog , Gabriella Zoia , Laura Glazer


Good user experience (UX) helps attract and retain customers, so it's important to conduct rigorous review and testing to assess UX quality. Doing this requires several techniques, including a heuristic approach in which trained experts perform key customer scenarios, such as Forrester's digital UX review. This report explains Forrester's methodology and how CX pros can best use it to improve customers' digital experiences. This is an update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy.

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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.