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• Report Deep Design: Designing Well Combines Art And Science

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  Many companies treat design as if it were only about look and feel and see it as a discipline suited primarily to people with artistic inclinations — a risky mistake. This report for experience...

• Report Research Overview: The Design Revolution

  A Customer Experience Guide To Advancing Your Design Maturity, Overcoming Myths About Design, And Staffing For Good Design

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  This document is a short overview of the "Design Revolution" series with links to the documents it contains. The series lays out for experience design (XD) professionals and their colleagues the...

• Report The Forrester Banking Wave™: UK Mobile Apps, Q3 2019

  Digital Banks Are Giving Established Banks A Run For Their Money

  September 17, 2019 | Benjamin Ensor, Aurelie L'Hostis, Karine Cardona-Smits

  Mobile apps have become the touchpoint of choice for millions of customers to manage their finances. Digital banking teams need to build mobile banking around customer needs, empowering customers...

• Blog Innovation, Data, And UX Archeology At UX STRAT Europe 2019

  June 25, 2019 | Karine Cardona-Smits

  I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. This single-track conference offers presentations about the...

• Report The Forrester Banking Wave™: European Mobile Apps, Q2 2019

  The Gap Is Growing Between Leaders Aiming For Excellence And The Others

  May 29, 2019 | Aurelie L'Hostis, Karine Cardona-Smits

  Mobile apps have become the touchpoint of choice for millions of Europeans to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

• Blog Your Copywriting Impacts User Experience More Than You’d Think

  May 3, 2019 | Karine Cardona-Smits

  As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain...

• Report Digital CX Trends, 2019

  Digital CX And Human-Centered Experience Design Align — At Last

  April 22, 2019 | Andrew Hogan, Gina Bhawalkar, Kelly Price

  Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

• Blog Attendee Journey Highs And Lows At MWC19 Barcelona

  March 6, 2019 | Karine Cardona-Smits

  I just returned from MWC19 Barcelona, for which I was a judge of the GLOMO Awards. As a Forrester analyst whose research includes service design, I paid extra attention to the attendee journey....