Search Results

• Blog Why Citi’s $500M Mistake Is Really A Design Debt Interest Payment

  February 23, 2021 | Andrew Hogan

  Bad user interface design just cost Citi $500M: Three employees using poorly designed software accidentally sent $900M to one of its client’s creditors instead of $7.8M — then, when creditors...

• Blog Designing For Confidence In 2021

  February 18, 2021 | Andrew Hogan

  Coauthored with Senem Guler-Biyikli.  The “Design For Confidence“ report we published last year drew a lot of positive feedback because it describes what companies can do to create user...

• 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...

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  Webinar Predictions 2021: Agencies Will Swarm Talent With Technology

  December 15, 2020 | Jay Pattisall, Thomas Husson, Andrew Hogan

  Buckle up: 2021 is going to be a wild ride for agencies as they navigate to recovery. After weathering a 23% drop in marketing spend in the US and shedding an estimated 49,000 agency workers...

• 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 What Do Your Customers Want For The Holidays? Confidence

  October 29, 2020 | Andrew Hogan

  We’re more than six months into a global pandemic that’s still rampant. Your prospects and customers are tired, lonely, and anxious. The good news: You’ve made it possible to hang on to distanced...

• Blog Adobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility

  October 21, 2020 | Andrew Hogan

  This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and...

• Blog Must Employees Keep Enduring Bad UX?

  October 13, 2020 | Andrew Hogan

  There’s a school of thought that believes employees enjoy mastering complex processes and convoluted interaction design. It’s like the digital equivalent of a hard day’s work chopping down trees or...

• Blog Designing For Confidence: Good For Business And Good For People

  September 15, 2020 | Andrew Hogan

  This post was written with Senem Biyikli. Before the 2020 pandemic, design priorities at many organizations were different: Using an unfamiliar, branded term in site navigation might have been bad...

• Report Design For Confidence

  In Uncertain Times, Your Customers Want Certainty More Than Ever

  August 10, 2020 | Andrew Hogan, Senem Guler Biyikli

  Facing the COVID-19 pandemic, customers are battling uncertainty from all corners, needing confidence more than ever. Many companies strive for experiences that are seamless, easy, or beautiful,...

• Report Guide: How To Craft A Mobile Notifications Strategy

  Start Creating Your Mobile Notifications Strategy With These 10 Steps

  August 7, 2020 | Julie Ask, Angelina Gennis, Andrew Hogan

  When designing mobile notifications, product owners should pursue a methodical approach that begins with the POST methodology and involves a holistic customer and user experience strategy. This...

• Report How To Evolve Your Mobile App

  Make Smart Investment Choices Based On Your Customer's Goals And Needs

  May 22, 2020 | Julie Ask, Andrew Hogan, Kelly Price

  When applied to mobile apps, the definition of great is a constantly moving target because both what technologies can do and what consumers expect of experiences are evolving quickly. Use this...

• 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 Forrester Streaming Media Wave™: US Apps, Q4 2019 (Updated Q2 2020)

  Netflix, Hulu, And Amazon Prime Set The Bar For Most New Entrants

  May 13, 2020 | Jim Nail, Andrew Hogan

  Competition for the time and dollars of US streaming service consumers is about to get intense. The recent entries of Apple TV+ and Disney+ and the impending launch of Warner Media's upgrade to HBO...

• Report How To Persuade Customers To Open A Checking Account

  Apply Lessons Learned From Forrester's Q1 2020 Banking Sales Wave™ Evaluations

  April 21, 2020 | Alyson Clarke, Andrew Hogan, August du Pont

  Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find, research, and apply for an account....

• Report Best Practices: US Streaming Media Apps

  Keep Viewers By Delivering A Great Experience

  March 19, 2020 | Jim Nail, Andrew Hogan

  Streaming media services will need to pair great content with an equally great experience if they want to earn customer loyalty amidst fierce competition in 2020. This report reveals the best...

• Report The Dark Pattern Trap: How To Prevent Decisions That Help Short-Term KPIs But Hurt Loyalty

  February 26, 2020 | Andrew Hogan

  Many companies drive growth by manipulating customers — breaking no laws but breaking trust. While these design decisions can boost revenues in the short term, they frustrate customers, demoralize...

• 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...

• Blog Four Takeaways About Modern Design From Figma’s Config Conference

  February 19, 2020 | Andrew Hogan

  Recently, Gina Bhawalkar and I attended Figma’s Config customer conference. For those unfamiliar with Figma, it’s a design and prototyping tool known for supporting collaborative design...

• Blog How To Fight Bias In Machine-Learning-Based Experiences

  February 10, 2020 | Andrew Hogan

  Recently, I interviewed Carol Smith about AI and ethics — she’s a senior research scientist at Carnegie Mellon’s Software Engineering Institute, and she told me: “You’re bringing yourself to the...

• Blog How Banks Still Make It Too Hard For People To Open An Account

  February 3, 2020 | Andrew Hogan

  Here’s what real-world bank prospects told us about trying to open a checking account: “The website did not fully answer my question . . . ” “There were so many descriptive words that I had a hard...

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  Webinar AI Predictions 2020

  A Conversation With The Analysts Who Made Them

  January 27, 2020 | Srividya Sridharan, Mike Gualtieri, Ian Jacobs

  The artificial intelligence (AI) zeitgeist today is filled with grand vision, pragmatism, hope, fear, success, failure, and everything in between. As with any megatrend, AI has captured the...

• Report The Forrester Banking Sales Wave™: Canadian Mobile Sites, Q1 2020

  Canadian Banks Need To Better Help Prospects Choose And Apply

  January 23, 2020 | Alyson Clarke, Andrew Hogan

  Chequing accounts are central to a customer's relationship with their primary bank, and an increasing number of Canadians are using their mobile phone to find, research, and apply for an account....

• Report The Forrester Banking Sales Wave™: US Mobile Sites, Q1 2020

  US Banks Need To Better Help Prospects Choose And Apply

  January 23, 2020 | Alyson Clarke, Andrew Hogan

  Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find research and apply for an account. To...

• Blog Just How Much Do Design And Data Science Collaborate?

  December 18, 2019 | Andrew Hogan

  What if I told you that less than half of design teams frequently work with analytics or data science employees during an iterative design process? It’s hard to be “dataful”...