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For Customer Experience Professionals

Why And How To Master Experience Design

Executive Overview: The User Experience Playbook

January 21, 2021

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This is the Executive Overview in The User Experience Playbook For 2021.

Why Read This Playbook

As customers gravitate to digital more than ever, companies are prioritizing user experience (UX). Why this response? Because experience quality can make or break a business, and the range from bad to good is even wider in the digital medium than in the physical world — from abysmal to magical. This report introduces Forrester's UX playbook, in which we examine: 1) three shifts elevating experience design (XD); 2) how XD teams are changing; 3) how to scale XD; 4) how to measure its impact; and 5) the technologies XD pros use to design faster, leaner, and smarter.

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