Rethinking Journey Mapping with JourneyTrack

CX North America Event Recap

Rethinking Journey
Mapping: JourneyTrack

Key Lime Interactive Unveils a New Journey Mapping Platform

 

Recently, Key Lime Interactive not only attended but was a proud sponsor of the Forrester CX North America Live Virtual event.

During this event, our CEO & founder was joined by CX leaders from Google, Infoblox & TracFone to unveil  JourneyTrack™, a new CJM platform that takes Journey Mapping to a whole new level.

Catch the full event recap below to see why Key Lime Interactive is Rethinking Journey Mapping with JourneyTrack:

 

38 Virtual Events Hosted & Counting

38

What is JourneyTrack™?

JourneyTrack™ is an innovative CJM platform that was designed to make it easy for you to understand, track, and prioritize the enterprise customer experience.

It reimagines how teams can all access collaborative journey visualizations, rank and prioritize critical optimization opportunities, ensure inclusive design, access supporting data in the insights hub, and benchmark customer happiness.

Unlike traditional Customer Journey Maps, JourneyTrack provides one central hub for CX teams to:

 

  • Collaborate real-time on Personas and CJMs over time.
  • Share insights, so all your findings are accessible to everyone.
  • Utilize opportunity scoring so you can know what’s most important and add actions to opportunities.
  • Improve their DEI goals with our included Inclusivity Index.
JourneyTrack

Event Speakers

Ania Rodriguez

Ania Rodriguez

CEO & Founder

Ania has served as a user experience advisor to Fortune 1000 companies around the world for over two decades on the topics of UX/CX Strategy, UX Research and Design. She founded Key Lime Interactive in 2009 and serves as the CEO. Known for her focus on actionable results and quality, under her leadership the Key Lime Interactive team has achieved double-digit growth over the past 11 years and has been emerged to become one of the leading user experience research firms in the United States. She manages strategic relationships with some of her company’s key accounts including Google, StateFarm Insurance, and GE.

Dali Szostak

Dali Szostak

Head Of User Experience, Trust & Safety, Google

Sally Cohen

Sally Cohen

Customer User Experience Director, Infoblox

Veronica Fernandez

Veronica Fernandez

Sr. Manager & CX Strategy VoC Lead at TracFone Wireless

Request to Join JourneyTrack’s Beta Program

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Paving the Way for More Inclusive UX Research

WUD Speaker Series

Paving the Way for More Inclusive UX Research

Watch Key Lime Interactive’s WUD Speaker Series Recap:

At KLI, we have always made diversity and inclusivity a top priority and we’ve been working to end all types of biases and discriminations because our goal is to make the world a better place for all.

For this reason, we were thrilled to have our CEO & founder along with our SVP of Research speak at World Usability’s Speaker series regarding the topic of Inclusive UX research.

Watch the session recap to see how Key Lime Interactive’s leaders represented our community and instilled concepts, values, and metrics related to inclusivity within our UX research.

37 Virtual Events Hosted & Counting

37

Inclusivity Index™

inclusivity Index

We believe that diversity in perspective yields better results and our Inclusivity Index™ is a step towards deliberately paying attention to or being aware of how poorly or well we are doing in this regard.

The Key Lime Inclusivity Index is meant to be used as a conversation starter that empowers our customers to have more effective dialogue around how to design more inclusive product and brand experiences both within their organization, between other teams and executive stakeholders, and with trusted partners and vendors, like Key Lime Interactive. Here’s why it’s significant:

  • It is a pilot light designed to help ignite a series of other strategic and important conversations inside the client organization.
  • It also helps businesses align the research they conduct to their DEI objectives.
  • It can be used as a starting point for future research projects, or can be used as a conversation starter with other teams at your company to pave the way for greater inclusivity.

The Inclusivity Index pairs two things:

  1. An evaluation of the representation of diverse perspectives in a user research study across five attributes in participant recruitment
  2. Directional nudges for future research.

Event Speakers

Ania Rodriguez

Ania Rodriguez

CEO & Founder

Ania has served as a user experience advisor to Fortune 1000 companies around the world for over two decades on the topics of UX/CX Strategy, UX Research and Design. She founded Key Lime Interactive in 2009 and serves as the CEO.

Known for her focus on actionable results and quality, under her leadership the Key Lime Interactive team has achieved double-digit growth over the past 11 years and has been emerged to become one of the leading user experience research firms in the United States. She manages strategic relationships with some of her company’s key accounts including Google, Statefarm Insurance, and GE.

Eugenio Santiago

Eugenio Santiago

SVP of Research

Eugenio is an innovator in user research with over 16 years of experience helping the world’s most admired brands optimize their digital and product experiences. Eugenio has been both on the front lines of data collection mastering the tasks associated with executing successful user research projects and now leads an industry-leading team of talented and skilled researchers proficient in many methodologies including qualitative, quantitative and mixed-method approaches.

Request our Free Inclusivity Start Kit

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Cruise Competitive Benchmark Report

Cruise Competitive Benchmarking

Stay Ahead of Your Competition
REQUEST A DEMOLEARN MORE
Cruise mobile ux report

Cruise Competitive Benchmarking

(Published Annually in March)

In these annual benchmark industry reports, Key Lime Interactive (KLI) uses a multi-faceted research approach combining: quantitative, qualitative, and behavioral data to provide meaningful consumer insights for a variety of industries.

Cruise Competitive Index Overview

In these annual benchmark industry reports, KLI combines quantitative, qualitative, and behavioral data from hundreds of participants who complete a series of common tasks on each cruise line website. Statistical analysis of this data is employed to rank sites and uncover the top drivers of loyalty and site satisfaction.

Here are the seven Contemporary & Premium Cruise Line websites and mobile sites KLI took a closer look at:

  • Carnival
  • Celebrity Cruises
  • Disney Cruise Line
  • Holland America
  • Norwegian Cruise Line
  • Princess Cruises
  • Royal Caribbean International
  • Virgin Voyages

In our 2020 Competitive Benchmark Report on the Cruise industry, we performed a survey of 2,800 people on Mobile and Desktop.

 

Read the Overview: Cruise Competitive Index Overview PDF

Mobile UX Competitive Intelligence

Senior leadership and online marketers alike can make at-a-glance decisions about key areas of the user experience to satisfy their existing and prospective customers. What does your customer want and how can you better serve them?

Our competitive analysis can help address some key strategic marketing questions like:

  • How do you rank compared to your top competitors?
  • What are the user’s top pain points using your website?
  • What are the best practices for cruise research and booking online?
  • How do you measure up in key segments (such as first-time cruisers)?

Cruise Competitive Analysis Details

Each year the benchmark will examine sites’ top problem areas from the previous year and any site redesigns/changes made subsequently, to answer the question: Have the sites made changes that have improved or worsened the user experience?

This Cruise UX Analysis will include:

  • Statistical analysis of quantitative data
  • Multiple regression analysis to yield top predictors of desired outcomes (Loyalty and Site Satisfaction)
  • Behavioral data
  • First click analysis
  • Average time on task
  • Uncovers problems with the sites’ navigation, nomenclature, layout, clarity or prominence of key features/ functionality/ content
  • Direct user feedback
  • Insights from consumers in their own words about what they like, dislike, want, need, and their expectations and frustration
  • In-depth analysis of report buyers’ website
  • What does the site do well relative to the competition?
  • Where are the gaps between the site and its competitors?
  • Specifically, what is responsible for the gaps?  And what specific issues with the online experience drive negative user perceptions of the site?
  • Success Factors and Best-in-class examples
  • Best-in-class sites highlighted to illustrate why more users say it’s easy to use makes the best first impression, has the most appealing  activities and excursions, why more users are likely to return/recommend/ book on the site or with cruise company in future
  • Longitudinal tracking and analysis

Additional information about KLI’s methodology is detailed in our detailed report. Request Detailed Report.

View More Mobile UX Reports:

Home & Renters Insurance

This report goes far beyond a basic heuristic evaluation or expert review, KLI’s methodology is unique because it incorporates consumer preferences.

View Details

Credit Card

These insights summarize new, successful, and well-received features across the finance industry.

View Now

Auto Insurance

The evaluation includes a general discussion about what these companies are doing for their existing and prospective customers via mobile-optimized websites and apps (iOS and Android). Data is captured from actual customers of each issuer and includes screenshots of features from behind-the-login screens of each provider.

Learn More

Mobile Banking Insights

In this detailed report, KLI profiles the competitive mobile landscape of eight (8) of the top US retail banks, and ultimately reveals which bank offers its users the best mobile solutions.

Learn More

Request a Competitive Insights Subscription

Best-in-class Mobile CX Comparisons

Gain insights into typical behaviors and context for the use of your product with year-over-year brand performance ratings across mobile web + mobile app across iOS and Android.

Play-by-Play Screenshot

Get full access to a library of screenshots of your competitor’s latest mobile designs indexed by feature, brand, and release date.

Dynamic Change Tracking Tables

See when top brands in your industry update, remove or add new mobile features.

Features Ranked By Consumers

View results from over 500 active consumers on the mobile features they value most in your industry.

Chart your Course for a Better Customer Experience Today

Meet with a KLI Team Member

 

{

"These rankings acknowledge our continued focus on providing both current and prospective State Farm customers with the same great experience, regardless of how they come to us"

Patty Gaumond / State Farm

"Our C-suite asked us to find an A-Team… Having worked with Key Lime at a previous employer, I knew that there was no better team than them for actionable insights and strategic design recommendations.”

VP of Digital Strategy & Innovation / Miami Heat

“…This methodology provides the details we need in order to focus our development plans in the coming year....”

VP of eCommerce / Norwegian Cruise Line

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Home & Renters Insurance Competitive Analysis

Home & Renters Insurance UX Competitive Analysis

See How You Rank
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mobile ux home report

Home & Renters Insurance Mobile UX Competitive Analysis

(Published Bi-Annual in March and September)

This Mobile UX Competitive benchmark report goes far beyond a basic heuristic evaluation or expert review. Additionally, thanks to our innovation arm Key Lime Labs, these insights are now available in a comprehensive platform designed for business intelligence leaders, market analysts, UX/CX strategists, and product managers who want on-demand access to the competition’s mobile customer experience.

Home & Renters Insurance Competitive Index Overview

Key Lime Interactive’s (KLI) Home/Renter’s Insurance Mobile Competitive Index Report reviews eight (8) of the largest home and renter’s insurance companies in the U.S. including:

  • Allstate
  • Farmers Insurance
  • Liberty Mutual
  • Nationwide
  • State Farm/span>
  • The Hartford
  • Travelers
  • USAA

KLI’s methodology is unique because it incorporates consumer preferences and goes far beyond a basic heuristic evaluation or expert review. An important part of our analysis is a 500-person survey of smartphone owners in which they are asked to weigh in and identify the features and capabilities that they consider critical for a successful experience with the mobile site or app offered by their home/renter insurance company.

KLI’s intent in creating this third-party syndicated report is to:

    1. Provide consumer-driven data to help guide insurance companies as they prioritize features to implement. This guidance will be based on the results of a current consumer survey.
    2. Summarize how the insurance companies differentiate themselves from their competitors through the capabilities and features that they offer.

View Competitive Benchmark Overview: Home/Renters Insurance Competitive Overview

Mobile UX Methodology

To create an overall score, we combine a capabilities assessment with user feature importance ratings. The capabilities assessment is created by examining the feature coverage of insurance sites and applications. User ratings are determined by a consumer survey and card sort.

Our review of the primary mobile properties includes a full verification of the insurance companies’ capabilities. The unmodified score represents feature coverage or the company’s offerings by category. This is a binary evaluation reflecting the possession of certain criteria.

Additional information about KLI’s methodology is detailed in the detailed report. Request Detailed Report.

Incorporating User Feedback

KLI conducted a consumer survey and card sort (n=500) to gather feedback about how customers prioritized features when using a home/renter’s insurance company’s mobile property. Individual feature scores were then weighted by their value to customers. The goal is to provide a metric of relative importance so that the highest-scoring company is also the one providing customers’ desired features.

 

Summary of Capabilities & Features within UX Analysis

  • Secure Log In Process
  • Access Policy Info
  • Account Settings/Management
  • Bill Payment
  • Get Quote
  • Claims
  • Alerts
  • Help/Self Service
  • Locate an Agent
  • App Interface
  • Customer Support
  • Social Media

View More Mobile UX Reports:

Mobile Banking Benchmark Report

The report features key areas that drive user satisfaction and quickly identifies areas of improvement to satisfy existing and prospective customers. KLI’s research experts highlight opportunities based on a rigorous independent evaluation and that ultimately identifies trends and opportunities that move the entire industry forward.

View Details

Credit Card

These insights summarize new, successful, and well-received features across the finance industry.

View Now

Auto Insurance

The evaluation includes a general discussion about what these companies are doing for their existing and prospective customers via mobile-optimized websites and apps (iOS and Android). Data is captured from actual customers of each issuer and includes screenshots of features from behind-the-login screens of each provider.

Learn More

Cruise Competitive Index

Each year the benchmark will examine sites’ top problem areas from the previous year and any site redesigns/changes made subsequently, to answer the question: Have the sites made changes that have improved or worsened the user experience?

View Insights

Brand Ratings

Curious who the top-ranking brands in your vertical are? Here’s a sneak peek of the top 3, but click below to request a full UX competitive analysis:

1

State Farm

Mobile Web Score: 86%

2

USAA

Mobile Web Score: 78%

3

Allstate

Mobile Web Score: 63%

Unbiased Third-party Mobile UX Research

Get the Competitive Intelligence you need to stay ahead in your industry. Competitive Insights is an intuitive competitive intelligence software, incorporates consumer preferences of features and capabilities that they consider critical for a successful experience including:

 

  • A complete listing of overall rankings
  • A detailed scoring breakdown of all capabilities and features reviewed
  • Screenshots from behind the login screens of all competitors sites & apps
  • A comparative list of current mobile capabilities available on each mobile app
  • Detailed descriptions of how users can complete tasks on the mobile device
  • User feedback collected regarding feature preferences
  • Identifies key success factors, best-in-class features, areas for improvement, and why some companies are lagging behind
KLI UX Consultants

Mobile UX Competitive Insights Subscription

Best-in-class Mobile CX Comparisons

Gain insights into typical behaviors and context for the use of your product with year-over-year brand performance ratings across mobile web + mobile app across iOS and Android.

Play-by-Play Screenshot

Get full access to a library of screenshots of your competitor’s latest mobile designs indexed by feature, brand, and release date.

Dynamic Change Tracking Tables

See when top brands in your industry update, remove or add new mobile features.

Features Ranked By Consumers

View results from over 500 active consumers on the mobile features they value most in your industry.

Chart your Course for a Better Customer Experience Today

Meet with a KLI Team Member

 

{

"These rankings acknowledge our continued focus on providing both current and prospective State Farm customers with the same great experience, regardless of how they come to us"

Patty Gaumond / State Farm

"Our C-suite asked us to find an A-Team… Having worked with Key Lime at a previous employer, I knew that there was no better team than them for actionable insights and strategic design recommendations.”

VP of Digital Strategy & Innovation / Miami Heat

“…This methodology provides the details we need in order to focus our development plans in the coming year....”

VP of eCommerce / Norwegian Cruise Line

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Mobile UX Credit Card Competitive Benchmarking

Credit Card Competitive Benchmarking

Gain UX Mobile Competitive Insights
REQUEST A DEMOLEARN MORE
mobile ux credit card report

Credit Card Competitive Benchmarking

(Published Bi-Annual in February and August)

The Mobile Credit Card Competitive Analysis by our innovation arm, Key Lime Labs, summarizes these new, successful, and well-received features across the finance industry so that both the industry leaders and institutions, large and small, can make at-a-glance decisions. This analysis features key areas that drive user satisfaction and quickly identify areas of improvement to satisfy existing and prospective customers. KLI’s research experts highlight opportunities based on a rigorous independent evaluation and that ultimately identifies trends and opportunities that move the entire industry forward.

Mobile Credit Card Competitive Index Report


In this detailed report, Key Lime Interactive (KLI) reviews the competitive mobile landscape of nine (9) of the top US credit card issuers, and ultimately reveals which bank offers its users the best mobile solutions:

  • American Express
  • Bank of America
  • Chase (JP Morgan Chase)
  • Citibank (Citigroup)
  • Capital One
  • Discover
  • USAA
  • Wells Fargo & Company
  • U.S. Bank

This report goes far beyond a basic heuristic evaluation or expert review; KLI’s methodology is unique because it incorporates consumer preferences. An important part of our analysis is a 500-person survey of smartphone owners in which they are asked to weigh in and identify the features and capabilities that they consider critical for a successful experience with the mobile site or app offered by their credit card company. KLI’s intent in creating this third-party syndicated report is to:

    1. Provide consumer-driven data to help guide credit card issuers as they prioritize features to implement. This guidance will be based on the results of a current consumer survey.
    2. To summarize how credit card companies differentiate themselves from their competitors through the capabilities and features that they offer.

View Credit Card Competitive Index Overview: Credit Card Competitive Index Overview

Mobile UX Credit Card Methodology

To create an overall score, we combine a capabilities assessment with user feature importance ratings. The capabilities assessment is created by examining the feature coverage of credit card sites and applications. User ratings are determined by a consumer survey and card sort.

Our review of the primary mobile properties includes a full verification of the financial institutions’ capabilities. The unmodified score represents feature coverage or the bank’s offerings by category. This is a binary evaluation reflecting the possession of certain criteria.

Request a Detailed Analysis Today

Capabilities and Features to be Assessed

  • Secure Log In Process
  • Fraud Protection & Security
  • Account Activity/History
  • Account Settings/Management
  • Bill Payment
  • Rewards
  • Customer Support
  • Social Media

View More Mobile UX Reports:

Home & Renters Insurance

This report goes far beyond a basic heuristic evaluation or expert review, KLI’s methodology is unique because it incorporates consumer preferences.

View Details

Mobile Banking Analysis

In this detailed report, KLI profiles the competitive mobile landscape of eight (8) of the top US retail banks, and ultimately reveals which bank offers its users the best mobile solutions.

Learn More

Mobile Auto Competitive Index

The evaluation includes a general discussion about what 8 of the largest companies are doing for their existing and prospective customers via mobile-optimized websites and apps (iOS and Android).

Access UX Mobile Auto Report

Cruise Competitive Index

Each year the benchmark will examine sites’ top problem areas from the previous year and any site redesigns/changes made subsequently, to answer the question: Have the sites made changes that have improved or worsened the user experience?

View Details

Brand Ratings

Curious who the top-ranking brands in your industry are? Here’s a sneak peek, but click below to request a full mobile UX competitive analysis:

1

Capital One

Mobile Web Score: 84%

2

USAA

Mobile Web Score: 83%

3

Wells Fargo

Mobile Web Score: 79%

Competitive Insights

The unbiased third-party mobile UX research you need to stay ahead of your competitors. Competitive Insights, an intuitive competitive intelligence software, incorporates consumer preferences of features and capabilities that they consider critical for a successful experience including:

 

  • A complete listing of overall rankings
  • A detailed scoring breakdown of all capabilities and features reviewed
  • Screenshots from behind the login screens of all competitors sites & apps
  • A comparative list of current mobile capabilities available on each mobile app
  • Detailed descriptions of how users can complete tasks on the mobile device
  • User feedback collected regarding feature preferences
  • Identifies key success factors, best-in-class features, areas for improvement, and why some companies are lagging behind
Ux highlights

Mobile UX Competitive Insights Platform

Best-in-class Mobile CX Comparisons

Gain insights into typical behaviors and context for the use of your product with year-over-year brand performance ratings across mobile web + mobile app across iOS and Android.

Play-by-Play Screenshot

Get full access to a library of screenshots of your competitor’s latest mobile designs indexed by feature, brand, and release date.

Dynamic Change Tracking Tables

See when top brands in your industry update, remove or add new mobile features.

Features Ranked By Consumers

View results from over 500 active consumers on the mobile features they value most in your industry.

See How your Mobile UX Compares to the Top Brands in your Vertical

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