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

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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.

37 Virtual Events Hosted & Counting

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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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The Role of Facial Expressions in User Research

The Role of Facial Expressions

Within User Research
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Webinar: Facial Expressions in User Research 

In our first webinar of this 3-part series, we discussed the role of body language in user research. We looked at some examples of different postures, gestures, and facial expressions people often make and we shared some tips for how to respond as the moderator when you’re in those situations

In this webinar, we are going to dive deeper into facial expressions specifically and the role they play in user research. We’ll share some common situations in UX research and some of the more relevant facial expressions to pick up on while observing users. We will be discussing the seven universal facial expressions of emotion, which are:

  • Fear>
  • Happiness
  • Sadness
  • Surprise
  • Anger
  • Disgust
  • Neutrality

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Facial Expressions in UX Research

Obtaining feedback from users during a research study is not always just about listening to what people have to say. As researchers, we should listen to what participants tell us while also focusing on their nonverbal behaviors like posture, hand gestures, facial expressions, etc. This nonverbal data can be coupled with other qualitative feedback you observe, and it will help you better understand what the user’s actual feelings and emotions are during the test session.

Recognizing these facial expressions and attributes can help moderators to classify a person’s mental and emotional state throughout a test session. Utilizing facial recognition can and should be used in combination with established research methods, such as usability testing, to provide a more detailed view of users’ experiences. For example, when testing the new website of a financial institution, you may find that users are able to use the site and complete tasks successfully, but are potentially experiencing surprises in response to certain messaging on the site. It’s great that tasks are being completed successfully, but it’s the facial expressions that are commonly overlooked, and detecting these emotional reactions can and will aid in creating the most pleasant experience for users.

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Intro: The Role of Body Language in User Research

The Role of Body Language

Within User Research
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Intro: The Role of Body Language in User Research

 

Let’s say you find yourself in the middle of a test session and the user you’re with isn’t doing the best job of articulating their thoughts and feelings. You should remain vigilant in listening to the participant, but you can also focus more of your attention on their nonverbal behaviors like posture, hand gestures, facial expressions, etc. This nonverbal data can be coupled with other qualitative feedback you observe, and it will help you better understand what the user’s actual feelings and emotions are during the test session.

In this webinar, we demonstrate common situations in UX research and some of the more relevant emotions to pick up on while observing users. Some of the gestures we will be acting out will be related to:

 

  • Confidence
  • Confusion
  • Frustration

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UX Webinar Highlights

Joining this webinar will help give you the skills you need to improve the interactions you have with your test participants, and these skills will help you generate more accurate and actionable feedback from your users.

This webinar will be an intro to the first in a series, the next one will deep dive into facial expressions, and we’ll close out the series with the power of the face and eye insights.

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So You Think You Can Moderate? Techniques to Enhance Your Moderating Skills

So You Think You Can Moderate?

Techniques to Enhance Your Moderating Skills
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Skills

Watch Techniques to Enhance Your Moderating Skills

 

Being an effective moderator is one of the most important skills a user experience researcher can master. Being a good moderator is more than reading from a test script, it involves all of the complex social interactions and self-awareness that is a core part of human-to-human interaction. It is extremely easy to impose our views and alter the behavior patterns of a participant. It takes time to perfect moderating skills and requires regular input from even the more experienced researchers. Constructive critiquing is a useful and productive way to get feedback and help to refine those skills.

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UX experts

How to Enhance your Moderating Skills

In this webinar, you will learn the dos and don’ts of moderating qualitative user research sessions. Common mistakes such as leading a participant, questions about when it is and is not ok to interrupt a participant, and how to effectively probe, will be addressed.

This interactive presentation will demonstrate moderating techniques and the five key personas developed by our Principal Researcher that reflect some of the most challenging types of participants to work with. A series of fun and entertaining exercises will help the audience to develop strategies to handle challenging participants. The webinar will also include Q&A time with an opportunity to ask questions from our veteran moderator.

Whether you are a seasoned moderator or a first-timer, this session is for you. Here’s what you’ll get out of this webinar:

 

  • A way to self-assess your current moderation skills
  • Understand five commonly encountered participant personas and how to get the most from these types of individuals
  • Have a chance to ask a seasoned moderator any tips & tricks

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