The AnswerLab team is honored to be recommended as a user experience research partner in Forrester’s new report on improving digital experiences. The report is an instructive compilation of tactics to help customer experience professionals understand how to improve digital experiences, redesign them, and ensure they align with business objectives.
The number one best practice Forrester recommends in their top 10 list is to create a cohesive experience across touch points and platforms. We agree – this is something we hear about daily in conversations with our clients and peers in our industry, and it’s a business challenge we regularly help clients tackle. A few examples:
- The Wikimedia Foundation approached AnswerLab to help identify needs and opportunities to inform their mobile strategy across multiple device platforms.
- AnswerLab User Experience Researcher Jessica Peterson recently wrote about specific strategies for conducting research on user experiences that span channels.
- AnswerLab interviewed Fortune 500 executives about how they get executive-level support for user experience initiatives and what they do to create alignment across business units in our original research.
- Wells Fargo partnered with AnswerLab to understand how to deliver a seamless user experience across mobile channels through ethnographic research.
The Forrester report covers nine more best practices, and it is a great resource if you are looking for firepower to communicate the value of a user-centered design approach for your business.