Trends Report

The Forrester Digital UX Review

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

Summary

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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