Head of insights @figma. Former @Forrester analyst. Parenting at www.parent.tech
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Articles by Andrew Hogan
Tech on the menu – don’t let AI eat your lunch
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Andrew and the Marvellous Analytical Engine
I met Andrew Hogan at Bar school in 1995. Back in the day, like Tony Blair, we were the future. We have remained in touch, catching up with each other in various robing rooms and Inn events down the years. It is my pleasure to commend his handbook, Andrew and the Marvellous Analytical Engine. If you are at risk of letting modernity pass you by, this is the book for you. Andrew brings you up to speed on all things artificial intelligence related.
Solar Panels on Foreclosure
Question for everyone in the forums. What is your experience with solar panels and how the bank handles them? I'm assuming these would be a lien on a property like any other lien? The only reason I ask, is they don't seem to be being handled that way, but it could just be the rep I'm dealing with at the solar company. Currently under contract on a property from Auction.com and there are solar panels. The company is Vivint. I was wondering your experiences if any when dealing with solar.
meetups in Indianapolis
Rental Property Investor from SE Michigan Member since Oct 27, 2014 Posts 4,169 Votes 6,005 Experience 18 Yrs 4,169 Posts 6,005 Votes Rental Property Investor from SE Michigan Member since Oct 27, 2014 Posts 4,169 Votes 6,005 Experience 18 Yrs Greg Scott Rental Property Investor SE Michigan 6,005 Votes | 4,169 Posts I'm connected with a group in Indianapolis that meets monthly. DM me your email and I can connect you with the organizer.
Are Designers Happy? Our New “State of the Designer” Report Aims to Find Out
Our new report examines what it takes for designers to feel fulfilled and satisfied in their roles now that work has radically changed. Every leader wants their team to be productive, efficient, and successful. But more and more often, we find that the standards by which we judge “success” are changing. This is especially true for design leaders, who in recent years have found that having a proverbial seat at the table means they are uniquely poised to influence the way business gets done.
AI: The Next Chapter in Design
Hero illustration by Mathieu Labrecque. I’ve always been amazed by the things people have created in Figma. Multiplayer games. Digital cities. And in the case of a precocious middle-schooler named Maddie, an expertly-argued case made in FigJam for why her parents should buy her a bunny. But every so often, someone comes along and builds something that truly blows your mind. This was the case with Jordan Singer.
Four years in, here’s what Config tells us about the state of design
Config, our annual conference, is happening June 21-22 in San Francisco. Be sure to get your tickets here. Each year, people submit proposals to talk about the things that matter most to them at our annual user conference, Config. Topics range from future visioning with AI, to advancing design systems, to the delights of designing a table.
Grand National hero Mullins targeting more major success at Cork
English Grand National-winning trainer Emmet Mullins will bid for more big race success this weekend when saddling The Shunter in Sunday’s Grade 3 BARONERACING.COM Chase but will need to fend off another Grand National winner if he is to be celebrating again. The 2021 Aintree hero Minella Times is a notable inclusion in Cork’s feature race on Day Two of the Easter Festival in a race which also features the 162-rated Melon for champion trainer Willie Mullins.
Energetic Energumene enters Hilly Way Chase reckoning - Cork Racecourse Mallow
Unruffled, unrivalled and unbeaten over jumps, the dual Grade 1 winning novice chaser Energumene will bid to add his name to an illustrious roll of honour in Sunday’s Grade 2 Kerry Group Hilly Way Chase at Cork. Last year’s winner Chacun Pour Soi also remains in the line-up as maestro Willie Mullins keeps his options open ahead of an exciting weekend with the ground likely to dictate plans for Ireland’s leading two mile chasers.
The Evolution Of Design in 2021: Learning From Design Vendors
I’ve been out on paternity leave and needed to catch up. Design is changing rapidly so I thought it would be give a peek into my reading and analysis of recent results and announcements: More and more companies are investing in design and adopting new tools to design with. One sign is the interest in new(er) design vendors.
Five Findings From Forrester's Review Of Six Canadian Banks' Mobile Sites
Each year, my colleague Andrew Hogan and I review mobile websites of top Canadian banks to understand how effectively banks are meeting customers’ expectations, specifically when it comes to finding, researching, and applying for a chequing account. We review functionality and observe users as they try to complete their goals.
Five Findings From Forrester’s Review Of Six US Banks’ Mobile Sites
Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations, when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks. In this year’s report, we evaluated six banks’ mobile websites including Bank of America, Chase, Citi, U.S. Bank, and Wells Fargo, from both a functionality and user experience perspective.
European Banks Still Struggle To Balance App Functionality With User Experience
Mobile apps have become the channel of choice for millions of Europeans. Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Forrester Digital Experience Review™.
Gluttonous Persuasion: The Christmas Dinner Problem Of Retail
This blog post is part of Forrester’s Holiday 2021 retail series. This holiday season there’ll be even more pressure for sites and apps to convert and for more customers to make bigger (and more frequent) purchases. Many retailers will have added subscription services and ramped up their direct-to-consumer practices, making it even more possible to directly influence customer and prospect behavior. Like me and Christmas dinner, retailers will be tempted to take this ability to influence too far.
How European Auto And Home Insurers Can Differentiate On Customer Experience
Forrester surveyed customers of 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our The European Auto And Home Insurers Customer Experience Index, 2021. The results are not pretty. Most French, Italian, Spanish, and UK auto and home insurance customers rate the quality of their experiences as just OK.
Mutuals And Challengers With Great Digital Offerings Or Customer Service Provide The Best Banking CX In Pandemic Europe
Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021. As in 2020, mutuals and challengers (banks founded as alternatives to traditional banks) offer the best experiences across Europe. These top-scoring brands deliver on two key areas of banking CX in Europe: digital experiences and customer service and support.
Pandemic-Induced Collaboration: Adobe’s Billion-Dollar Acquisition
The pandemic ripped off the Band-Aid for collaboration. Hybrid and completely remote environments drove businesses to adopt new ways of working. Videoconferencing, virtual events, and collaboration capabilities surged. One by-product is the red-hot acquisition market for these technologies. Most recently, we saw Adobe’s intent to acquire Frame.io, a company that makes video collaboration software. While the acquisition focuses on video, it rounds out Adobe’s collaboration capabilities.
Headspace Health Looks To Build Mental Resilience In All Employees By Giving Them More Choice
Ginger announced its intent to merge with Headspace earlier this week. The combined entity, Headspace Health, will create a workforce of 800-plus and a $3 billion valuation. Yeah, it’s big for the mental health space. The vendor will join the upper band of large employee mental health support providers (which includes firms such as Modern Health and Lyra Health) that look to fully support the broad spectrum of employee mental health needs.
Agent Desktops: The Silent — And Costly —Tax On Your Agent's Time And Energy
Co-authored with Kate Leggett. I’ve asked before if it’s a given that employees should use frustrating systems. Should employees be forced to endure extra effort just because they choose to work at a company? Do their managers believe workers have to strain to feel like a full days’ work has been done? Kate lives this with her contact center and CRM clients. We heard from one client that agents use over a dozen disconnected applications in the course of their work day.
The Rise of Industry Cloud Business Applications
Verticalization is back! Why? Horizontal business applications — as mature as they are — don’t fully support industry-specific workflows that span the front and back office. Manufacturers must track projects, schedules, time sheets, and labor efficiencies that are not core to CRM or inventory management. Healthcare providers must manage a patient’s health journey across practitioners from initial diagnosis to long-term care. Business software vendors have built industry applications for decades.
Digital Accessibility: How $10B In Design Spending Will Soon Be Up For Grabs Annually
This blog is co-authored with Gina Bhawalkar. Accessibility is one of the hottest topics in design. More and more companies are making it a business priority. We wanted to determine how big of a monetary impact accessibility will have on design technology vendors and services companies offering design. Based on our analysis, at least $10B (and maybe as much as $16B) in design spending in the US and Canada will shift to tech vendors and services companies that commit to accessibility.
Person-To-Person Customer Experience Breaks Free From The Store
Even before the pandemic organizations, across industries, have been grappling with how to manage customer experiences across physical and digital touchpoints. But the context of the 2020 pandemic forced businesses – particularly non-essential retailers and brands – to completely re-think how they used their physical spaces and, in particular, the employees within them.
Snap's Largest Play In Big Tech's Race To Produce AR Glasses
Imagine you are sitting on your couch on a rainy day, you snap on your augmented reality (AR) glasses, and suddenly you are transported to a sunny green hillside with a purple butterfly landing in the palm of your outstretched hand. Seem crazy? Well, Snap just released its fourth-generation spectacle glasses that make (virtual) transportations like this happen. This release marks the latest upgrade in Snap’s line of Spectacles, following its previous version, Spectacles 3, which launched in 2020.
The Design Funding Wave Won't Stop
Figma just announced a new round of funding of $200M to give it a valuation of $10b, 5x it’s valuation last year at the beginning of the pandemic. This continues the trend of money flowing into the $162B design industry. However, unlike recent analytics investments, this money is going into the making side of design, vs the user/customer understanding side. Our data suggests Figma is becoming more popular as are design systems – a key use case.
PIM Powers Digital Experience: Introducing The Latest Forrester PIM Wave™
Marketers, eComm directors, data analysts, content operations managers, MDM managers, heads of channel management…these are just some of the roles we talked to for our recently published our Wave evaluation on product information management (PIM) vendors. This diverse set of PIM users reflects how this role has broadened in the world of omni-channel commerce — exaggerated greater over the last year when in many cases the digital shelf was the only shelf open to consumers.
How New Digital Analytics Funding Will Improve Design
Interface experience analytics technologies get into minute detail about what users are doing, provide visualizations about behavior and typically offer a prioritized list of issues. The category is sometimes referred to as digital experience analytics or interaction analytics. There have been multiple generations of this technology, but it hadn’t really taken off until recently.
Forrester Decisions: A Future Fit Strategy for Tech Execs
Over the past few months, Forrester has been working closely with our clients to reimagine how our research can shorten the distance between bold vision and big business decisions. On May 5, we announced Forrester Decisions. A new approach and brand new platform focusing our research, insights, and collaborative resources on helping you solve the most challenging technology issues you face. Customer obsession remains at the heart of Forrester Decisions. Why? Well, it’s simple.
Creating Creativity: Proven, Practical Techniques
When I recently interviewed Bob Baxley (SVP of Design at ThoughtSpot) about design, for my research about creativity, he emphasized two great points: “Designers tend to get eaten alive by mechanical production questions like ‘we need a dialog box.
March 2021 Research Recap - Cloud And Tech Operations
Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but all of the work and client insights that went into its creation. For those who know me, I am quick to call these out via inquiry calls — but I’d love to capture this on a more permanent platform. For 2021, I’m hoping to blog each month, highlighting a few of my favorites, and include links to the full body of work published that month.
TAM, Thats A Big Number!
In the last few weeks I’ve had a few conversations about my recent report on how money is flowing into design: The Design Industry, 2021. Forrester’s estimate: Current spending is $162B — but some have told me our estimate is too conservative. Let’s look at one part of the report: $35B in current spend on design tech. That includes companies like Qualtrics and relevant Adobe offerings as well as 19 other categories.
Top Design Projects Of 2021: What They Are Versus What They Should Be
Are you investing your design efforts in the right place? Are you wondering ifyour company is really designing in ways that attract and create more loyal customers? Have you ever felt like you were wasting time on some projects while neglecting important experiences? Many leaders ask themselves these questions — about whether they’re designing the right things and putting their energyinto the right mix of design projects.
Boost Confidence And Transparency By Elevating Digital Superannuation Experiences
A perfect storm of change has hit the superannuation sector, as three distinct trends have converged. First, COVID-19 has accelerated digital adoption as super firms’ websites and mobile apps have become hubs for their members’ retirement planning decisions. In the past year, 60% of Australian online adults checked their account balance and transaction history online, 32% viewed and downloaded online statements, and 26% viewed their investment portfolio and returns online.
Four Themes Will Shape The Future Of Insurance
The future of insurance is here. That’s my view and I am sticking to it. Insurers can no longer wait on the sidelines. You must get in the game. What game you ask? The game for who wins the hearts and wallets of tomorrow’s insurance customer. Your competitors (think Amazon, Tesla, and Lemonade) give consumers frictionless buying experiences. For insurers to keep pace, you must use technology to increase digital maturity across the customer journey and value chain.
The $162B Design Industry Won't Stop Growing
We just published a new look at the design industry and the trends driving it. Forrester clients can see it here: The Design Industry, 2021. We estimate the size of the global design industry to be $162B and believe multiple software categories used in design will grow more than 20% this year. And right on the heels of our report, even more signals have emerged that point in this direction: The number of designers is probably going to grow even faster.
Bosch’s Cultural Transformation Offers Lessons For Other Businesses
Bosch’s CEO, Volkmar Denner, observes that “there can be no digital transformation without cultural change.” In the wake of digitalization, Denner realized that if Bosch didn’t embrace culture as part of its digital transformation initiative, culture would come back to haunt it — which would undermine its innovation activities. The implications of cultural transformation affect the entire Bosch organization, including HR, product development, technology, finance, and management.
How Bad UX Cost Citi $500M.
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 refused to return most of the money, a judge ruled in favor of the creditors. The judge blamed “human error” in his decision, pointing out that: The instruction manual for the banking software, Flexcube, explained how to perform this kind of transaction.
How PCC Turned Its Undifferentiated Rewards Program Into A Loyalty And Engagement Driver
Another undifferentiated loyalty program focused on cookie-cutter transactional rewards and lacking in customer insights. Does it sound familiar? Programs like this saturate the market even when retaining customers and earning their loyalty is more important than ever. Our data shows that even though nearly 90% of US online adults belong to a loyalty program, only 46% of loyalty program members agree that it makes them feel more connected to the brand.
Designing For Confidence In 2021
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 confidence. These practices lead to successful user interactions, build trust, and facilitate adoption. For some companies, the report changed their practices: One company told us it reminded them to aim for emotions other than delight. Another company changed how they write product descriptions to use less jargon.
Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration, But Won’t Dethrone Microsoft Teams
In its largest acquisition to date at approximately $27.7 billion, Salesforce has announced that it intends to acquire Slack in a move to add collaboration to its portfolio. Slack is a best-of-breed, cloud and channel-based messaging platform used for business communications. It has a sizeable fanbase in the software developer community. Its open APIs allow it to easily integrate into other business applications such as CRM, bug tracking systems, or project management software.
What Do Your Customers Want For The Holidays? Confidence > TheCustomer
We’re more than six months into a global pandemic that’s still rampant. Your prospects and customers are tired, lonely, and anxious. 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 and digitally enabled versions of holiday cheer.
Uncertainty can lead to positive outcomes. Are your open to it?
2020 is a year of change. At a rapid pace, we all had to adapt to the effects of the pandemic and change our usual ways of working, educating our children, interacting with each other, and conducting business. Change affected all of us in similar ways, but our ability to adapt to change varied. Neurosciences And Psychology Help Understand Change Management Change management specialists highlight that most of change initiatives fail. The reason why is inherent in our biology and brain structures.
Predictions 2021
“COVID wrote the business case — our future is digital.” So said the CIO of a manufacturer last month. 2020 was a year that his and every company will never forget. The pandemic changed everything. Companies that had laid the foundations of cloud and agility and strategic partnerships were ready to respond with digital solutions. Those that hadn’t scrambled and flailed. Last year, 85% of firms viewed digital as nice to have.
Adapt, Innovate, And Integrate - How To Thrive In A Disrupted B2B Event Sector
In 1927, a new type of film — “talkies” — first appeared in Hollywood. The major film studios dismissed these movies as a passing fad, seeing only the disruption they would bring to film production and distribution. One small, struggling studio called Warner Bros. saw the potential, embraced the disruption, and adapted. Over the next 12 months, it would see a seven-fold increase in profits as it delivered six of the top 10 highest-grossing films that year.
Must Employees Keep Enduring Bad UX?
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 planting a field. The employee then collapses exhausted at the end of a long day feeling fulfilled at the effort they’ve put forth.
How to Avoid Dark Patterns that Frustrate and Anger Your Customers
April 24, 2020 By Andrew Hogan, principal analyst, Forrester Research With the coronavirus pandemic shutting things down worldwide and fear and uncertainty on the rise, consumers need trusted sources of information more than ever before.
Just How Much Do Design And Data Science Collaborate?
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” without talking to people who have lots of data (to borrow a phrase from design author John Maeda).
CX NYC 2019 Agenda · Forrester
1:00 pm – 5:00 pmPre-Forum Programs 7:30 am – 8:20 amRegistration And Breakfast 8:30 am – 10:10 amKeynotes: What Do Your Customers Really Want? How To Know — And What To Do About It 11:10 am – 11:50 amTrack Sessions 12:00 pm – 12:30 pmSolutions Sessions 1:30 pm – 2:40 pmKeynotes: The Rise Of Values-Based CX 2:50 pm – 3:10 pmSolutions Sessions 3:50 pm – 4:30 pmTrack Sessions 4:45 pm – 5:45 pmKeynotes: It’s Not Them. It’s You.
How would you vet a New Sponsor/Syndicator?
I've been reading and studying on how to become a multifamily syndicator for the past 6 months. With no track record and no experience, how do I build trust? I was thinking about being forthcoming to my potential investors about who I am, all the way down to the speeding ticket from 4 years ago. Would that be too much?
Trying to augment intelligence with AI fails when data scientists and designers don’t collaborate
September 10, 2019, 3:30 a.m. EDT Augmenting human intelligence is the fastest way to get value from AI. The problem? Human-centered design is missing from most attempts to augment human intelligence. Sure, the AI teams doing this work sincerely care about humans — but that’s not the same thing as knowing and applying proven HCD methods like iterative prototyping paired with disciplined observation of users.
Trying To Augment Intelligence With AI Fails When Data Scientists And Designers Don’t Collaborate
Augmenting human intelligence is the fastest way to get value from AI. The problem? Human-centered design (HCD) is missing from most attempts to augment human intelligence. Sure, the AI teams doing this work sincerely care about humans — but that’s not the same thing as knowing and applying proven HCD methods like iterative prototyping paired with disciplined observation of users.
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