Search Results

• Report How To Scale Your Design Organization

  Roadmap: The User Experience Playbook

  January 7, 2021 | Gina Bhawalkar

  The surge in demand for experience design (XD) requires that you answer a hard question as a design leader: How can your XD organization scale up? This report explains how, based on best practices...

• Report The Forrester Digital Experience Review™: Global Mobile Banking Apps Summary, 2020

  Benchmarks: The Digital Banking Strategy Playbook

  December 28, 2020 | Peter Wannemacher, Gina Bhawalkar, Karine Cardona-Smits

  Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...

• Report Ingredients Of Great Design: Conquer Six Myths

  Principles: The User Experience Playbook

  December 15, 2020 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Many companies striving to get better at designing experiences won't. Why? Because they fall for widespread myths about what design is, who should be involved in it, and how to do it well. For...

• Report The Design Revolution

  Vision: The User Experience Playbook

  December 11, 2020 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Companies are prioritizing design because of seismic shifts in the dynamics of value, experiences, and power that are making user experience (UX) matter more than ever. But many firms undermine...

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

  December 3, 2020 | Gina Bhawalkar

  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...

• Blog Get Your Design System Right: Approach It Like A Product

  November 30, 2020 | Gina Bhawalkar

  When you hear “design system,” what words come to mind? If you’re like most design leaders I speak with in my role as an analyst covering this space, “consistency,” “scale,” and “components” are...

• Report Innovate Successfully: Future-State Journey Mapping

  October 20, 2020 | Gina Bhawalkar, Joana de Quintanilha, Jennifer Wise

  Companies pursue innovation to succeed but often miss the mark because their efforts aren't rooted in customer understanding and don't deliver value. Customer experience (CX) pros can help, using a...

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  Webinar Forrester's 2020 Reviews Of US And Canadian Banks' Mobile Apps: Insights, Best Practices, And Lessons Learned

  August 17, 2020 | Peter Wannemacher, Gina Bhawalkar

  Every year, Forrester reviews the mobile banking experiences on dozens of banks’ apps — a moving target, as customers’ expectations and digital disruptors’ offerings...

• Report The Forrester Digital Experience Review™: US Mobile Banking Apps, Q3 2020

  USAA And Bank Of America Lead With Valuable Features, While Digital Bank Brands Offer Strong User Experiences

  August 6, 2020 | Peter Wannemacher, Gina Bhawalkar

  For millions of Americans, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy...

• Report The Forrester Digital Experience Review™: Canadian Mobile Banking Apps, Q3 2020

  The Big Five Canadian Banks Have Robust Mobile Apps But Need To Improve Their Feature Sets

  August 6, 2020 | Peter Wannemacher, Gina Bhawalkar

  For millions of Canadians, mobile apps have become the hub of their banking relationships and the starting point for many financial decisions and activities. To gauge how effective and easy...

• Blog Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility

  June 25, 2020 | Gina Bhawalkar

  Apple and Twitter have both been in the news recently because of the actions they’ve taken — or not taken — on accessibility, and the differences between the two are a study in contrasts. Twitter...

• Report Measuring Design's Impact: Establish, Extend, And Elevate Your Approach

  A Design Impact Series Report

  June 24, 2020 | Gina Bhawalkar

  Adopting design measurement best practices helps experience design (XD) teams achieve benefits ranging from getting UX improvements prioritized to earning the opportunity to influence strategic...

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  Webinar The Business Impact Of Design: Best Practices For Measuring It

  June 24, 2020 | Gina Bhawalkar

  Measuring and communicating the value of an experience design (XD) practice yields many benefits, from getting UX improvements prioritized to elevating the impact and reach of the XD team. But most...

• Report Digital CX And Design Trends, 2020

  May 20, 2020 | Andrew Hogan, Gina Bhawalkar, Jennifer Wise

  Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa...

• Report The Business Impact Of Design: Five Best Practices For Measuring It

  Business Case: The User Experience Playbook

  May 14, 2020 | Gina Bhawalkar

  Experience design (XD) professionals struggle to measure and communicate the impact of their work. And that's a missed opportunity for them, because by mastering design measurement, they can reap...

• Report The Life-Changing Magic Of Simplifying Your Mobile App

  My App Is A Kitchen Sink: Now What?

  April 23, 2020 | Julie Ask, Gina Bhawalkar

  What should you do if your mobile app is like a pre-Marie-Kondo kitchen sink — cluttered, messy, and full of junk? Don't just drain it! First, determine the real problem; then, build a plan to...

• Blog We Evaluated Banks'; In-App Messaging On COVID-19: Five Brands Stood Out

  April 23, 2020 | Gina Bhawalkar

  What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are...

• Report Get Design Thinking Right: The Obstacles You'll Face And Six Tactics To Overcome Them

  April 8, 2020 | Gina Bhawalkar, Sam Karpinski

  Despite the proven success of design thinking done right, many executives are reluctant to invest in it. To find out why, we surveyed and interviewed design thinking practitioners and found that...

• Blog Open Source Design: What It Is And Why It Matters

  March 11, 2020 | Gina Bhawalkar

  There’s a new buzz phrase in the air — “open source design.” What is it? It’s a “remix” (to borrow a term from Figma) of the open source software movement’s commitment to sharing and collaborative...

• Blog Get Accessibility Right: Recruit People With Disabilities Into The Design Process

  March 9, 2020 | Gina Bhawalkar

  When I speak with companies that are new to digital accessibility, they almost always start the conversation with some version of this question: “What do we need to do to comply with accessibility...

• Report Get Accessibility Right: Recruit People With Disabilities Into The Design Process

  March 6, 2020 | Gina Bhawalkar

  Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk —...

• Blog The Good And The Bad Of US Federal Website UX

  February 24, 2020 | Gina Bhawalkar

  We recently evaluated seven of the most-visited US federal websites. Here’s a sampling of the good and the bad from what real users of these websites told us: “I found the website very easy...

• Report Forrester's Top Customer Experience Research Findings Of 2019

  February 21, 2020 | Rick Parrish, Gina Bhawalkar, Angelina Gennis

  Forrester's customer experience (CX) research team published more than 100 reports in 2019. In this review, we pull our most important CX findings — across a range of topics — out of those reports...

• Report The Forrester Government Wave™: US Federal Government Websites, Q1 2020

  Federal Websites Offer Similarly Strong Experiences And Have Room For Improvement

  February 18, 2020 | Rick Parrish, Gina Bhawalkar

  Websites are the centerpiece of the US federal customer experience (CX). To gauge how well they serve customers, we evaluated seven of the most-visited sites. This report reveals how well they...

• Blog Why And How To Create A Design System And Get Help With It

  February 3, 2020 | Gina Bhawalkar

  Fifty percent — that’s the percentage of design professionals who say their company now uses a design system according to Forrester’s Q3 2019 Global State Of Design Teams Survey. And a...