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:

 

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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

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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.

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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.

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Voice Tech Talk Recap

Key Lime Interactive Events

Voice Tech Talk

Watch the Voice Tech Talk Masterclass:

Key Lime Interactive’s 3rd EmTech Masterclass sparked a lot of great discussions!

The session focused on how to create great voice tech experiences and how to get people to fall in love with a brand’s voice technology. If you weren’t able to attend, check out the recap below.

Continue reading to access our free Voice Tech UX Tips worksheet from our experts. You can also download the deck from the Voice Tech Talk.

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EmTech Masterclass Summary

Voice Tech Talk, our 3rd Masterclass, focused on Voice User Experience (VUX) for Voice User Interfaces (VUIs). During this session, our Voice UX experts Sam and Roos share examples of both great brand experiences and great brand failures where poor VUX led to a lasting negative impact on the brand’s reputation and potential loss of a generation of customers.

In fact, the topics discussed during the event and the Q&A were so beneficial, that @AllVoiceEventsposted the replay on their website to share with even more Voice Tech experts in the community.

When watching this EmTech Masterclass recap, the key questions to ask yourself are:

  • What are the main touchpoints my customers have with our brand, and how can Voice Tech breathe new life to those touchpoints?
  • Are there any pain points they’re experiencing across their customer journey?
  • How am I getting customer feedback early and often?
  • Is my brand’s voice tech experience measuring up?

To help, here are some tips to ensure you can enhance your voice customer experience while simultaneously improving your bottom line.

 

5 Pro tips for Leveraging Voice for your Brand

Want to make your customers fall in love with your voice technology? Follow the steps below to start the process:

  1. Pair Voice with Complementary Brand Touchpoints
  2. Map the 360 Voice Experience
  3. Know What Will Make or Break the CX
  4. Use a Human-Centered Approach
  5. Get Feedback Early and Often

Check out our worksheet for additional resources from our VUX research team. You can also speak to our team by finding a time that works for you.

Download Worksheet


KLI Webinars
KLI webinars

Masterclass Highlights

Map the 360 Voice Experience

Learn More

Get Feedback Early & Often

View the Whole Presentation

Use a Human-Centered Approach

Get the Handout

Know What Will Make or Break the CX

View Worksheet

Let’s Talk About Emerging Technology

Voice Technology is just one aspect of Emerging Technology(EmTech). At Key Lime Interactive (KLI), we also provide UX research on eXtended Reality (VR & AR) and Mixed Reality (MR) product experiences. Additionally, we’ll be hosting even more EmTech Masterclasses over the next several months! Sign up for alerts, so you can be the first to know about dates and details. See you at the next EmTech Masterclass!

In the meantime, if you have any questions for our emerging technology or VUX research experts, let us know at emtech@keylimeinteractive.com.

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Getting Ready for Mobile Augmented Reality Primetime

EmTech Masterclass

Getting Ready for Mobile Augmented Reality Primetime
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Mobile Augmented Reality Masterclass

The 2nd Masterclass session of our new EmTech series focused on the topic of Mobile Augmented Reality (AR) and how to prepare your brand for Mobile AR. If you weren’t able to attend, you can watch the recap below.

Even if you did watch it, continue reading below to view some highlights from our 2nd session on July 15th, 2020.

 

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Tips for Best-in-class Mobile Augmented Reality

Want to make your brand experience one-of-a-kind? Follow the tips below to learn how to leverage Mobile AR to do so:

  1. Make it a brand experience
    • Leverage social AR platforms like Snapchat and Instagram for reach. Create a custom Snapchat filter for your brand.
  2. Provide a “Try Before You Buy”
    • Increase engagement with products using AR to improve product certainty. This boosts sales and reduces returns.
  3. Personalize online buying experiences
    • Increase purchasing confidence and diminish returns by taking the guesswork out of it. Allow users to scan the surrounding area, objects, or take body measurements to provide measurement estimates.
  4. Gamify the experience
    • Create a playful and unconventional experience for your end-users to make them come back.
  5. Integrate AR within existing apps
    • Create a 360 customer experience by integrating AR with other features of your application.

Even more helpful resources can be found within this worksheet below.

UX research KLI
UX experts

Masterclass Highlights

Leverage Social AR Platforms for a Brand Experience

Learn More

Increase Engagement with products using AR

View the Whole Presentation

Personalize Online Buying Experiences

Get the Presentation

Integrate AR within existing apps

View Worksheet

More on the Topic of Emerging Technology

Fascinated by the world of emerging technology (EmTech)? So are we! In fact, we have a sweet spot for emerging tech. For this reason, we have even more exciting news! Even more, EmTech Masterclass sessions are coming to Key Lime Interactive soon! Sign up for alerts regarding dates and details. We look forward to seeing you at the next EmTech Masterclass!

In the meantime, see what our UX Research/Design experts recommend when it comes to implementing XR (extended reality) into products or services (i.e. Virtual Reality, Augmented Reality, etc.). If you have any questions regarding emerging technology or AR, please contact emtech@keylimeinteractive.com.

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EmTech Masterclass #1: Self-Representation & Scale in Virtual Reality

EmTech Masterclass

Self-Representation & Scale in Virtual Reality
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Virtual Reality (VR) & UX:

Did you know that Virtual Reality (VR) starts with how one is perceived? This is why it’s so crucial to have a UX design that’s based around this principle from the start.

Designing the right self-representation within a VR system not only determines how someone perceives and navigates in a virtual world, but it also sets the product’s tone.

Social VR applications define your users and change how they are able to interact with each other within the application. It may start with virtual hands, controllers, or an avatar but great self-representation has the potential to increase presence and immersion which results in better user engagement and ultimately encourages your users to keep using your product.

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Watch the 1st EmTech Masterclass:

View some highlights from our 1st session on May 27th, 2020 where Key Lime Interactive experts discuss:

  • How self-representation affects user perception and creates affordances for interactions
  • How to identify visual cues that impact the sense of scale and refine how users interpret the environment.
  • How to establish a path of success for your product by determining the type of usability/effectiveness testing that will have the most impact on your design.

As an added bonus, we’ve provided the worksheet below with 6 crucial takeaways from the course.

Stay tuned for our next Masterclass session coming soon and even more half-hour classes will be released every 2 months. Sign up for the next EmTech Masterclass course coming soon!

 

 

ux strategy

Masterclass Speakers

Ayush Bhargava, Ph.D.

Ayush Bhargava, Ph.D.

VR/AR User Experience Researcher

Ayush Bhargava is a creative problem-solver specializing in perception and usability-based research in XR. He is a developer at heart and approaches every problem from both a technical and human factors perspective.
Marina Roselli

Marina Roselli

User Experience Research Specialist

Marina Roselli, a NYC-based UX Researcher/Designer specializing in eXtended Realities (XR). At heart, she is a problem solver, a storyteller, and a gamer with a knack for providing band-aids to customer’s pain points.
KLI Webinars

Masterclass Highlights

What does self-representation need to convey?

Learn More

Consider simpler versions of self-avatars

View the Whole Presentation

Evaluate if the self-avatar is fulfilling its purpose

Get the Presentation

Consider the importance of scale in the experience

View Worksheet

Use as many visual cues as possible

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Perceptually evaluate the environment scale

View Worksheet

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Your Customer Journey Map is a Big Data Tool

Key Lime Interactive Webinar:

Your Customer Journey Map is a Big Data Tool

Watch KLI’s Customer Journey Mapping Webinar:

Data-rich, but insight poor” has become adage, “most of us collect more data than we will ever need… it just sits there!” stated Sharon Davison, SVP of Client Insights at Key Lime Interactive in the webinar titled Customer Journey Mapping (CJM) Is a Big Data Tool.

“You need tools to translate complex data; numbers, words, measurements, and observations”, Sharon continues. At KLI we work with client teams to access, synthesize and highlight gaps in data trails, to develop visibility, and prioritize it, not simply mine it and move on.

Rick Damaso, UX Strategist adds “By adding multiple channels of existing data, things like web analytics, personal data, transactional data, behavioral breadcrumbs left along the way, sensor data from relevant products, and other streams to a visual journey map you’ll immediately see “what, if any, blindspots potentially exist in terms of the user’s behavior”. When we reveal these formerly unseen correlations we simplify our future planning. We can prioritize areas of focus, use cases and devise improved customer retention strategies.

 

 

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Learn More About Customer Journey Maps

To learn more about how to include your existing data into a detailed assessment of your customer’s journey, view the full webinar or reach out to our team with your questions. View all the Slides here:  Big Data and Customer Journey Mapping.

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