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Analyst's Photo	Name and Title	Contact information
	Vidya L. Drego Principal Analyst

Research Coverage

Channel Design Strategies, Cross-Channel Design Strategies, Customer Experience, Customer Experience Management, Design & Usability Processes, Expert Reviews, Mobile Web, Personalization, Personas, Web Design Agencies, Web Site Design

Research Focus

Vidya serves Customer Experience Professionals. Her research focuses on the future of digital experiences -- specifically, how companies organize, staff, and create design processes that help them deliver breakthrough experiences via websites, mobile, and other rapidly emerging digital touchpoints like tablets and apps. She also helps Customer Experience Professionals find, evaluate, and effectively partner with outside agencies to help them deliver experiences that drive their firms' customer experience strategies.

Her research coverage includes interactive design agencies, digital experience organizations and strategy, web and mobile research, design, and usability. Vidya regularly teaches workshops on design processes and tools and performs reviews of websites, mobile and tablet applications, personas, and brand experiences.

Previous Work Experience

Vidya comes to Forrester with design and strategy experience from the technology industry. Most recently, she was a user-interface designer with the award-winning customer innovation and design team at Symbol Technologies. In that role, she led the design of the mobility platform that allows Symbol customers to manage their fleet of mobile devices. Prior to Symbol, Vidya was in the office of the CTO at Critical Path, where she helped shape new product strategy for the mobile application provider.

Vidya's work has ranged from user research to interaction and user interface design. She has published work in the 2004 BT Technology Journal as well as the ACM conference for User Interface Software Technology (UIST).

Education

Vidya holds a master's degree in media arts and sciences from the Massachusetts Institute of Technology Media Lab, where she received an Intel Fellowship to research and design mobile applications for an internal technology team. She also holds a bachelor's degree in symbolic systems with a concentration in human-computer interaction from Stanford University.

Latest Research

Planned Research