Presumptive CJM's

What is a Customer Journey Map?

A Customer Journey Map (or CJM for short) is a visual representation of a customer’s experiences and perspective while attempting to achieve a goal.

In essence, this asset serves as a graphical representation of a user’s: actions or “what they are doing”, the medium in which this is happening or “mobile, web, in-person”, what they are feeling “positive or negative emotions”, and their thoughts. By contextualizing these steps and interactions, UX professionals can better identify areas of opportunity and work towards improving users’ experiences. Together with the growing needs of better understanding and defining customers’ concerns, Key Lime Interactive has partnered with several clients to deliver a more lean and more actionable way of accumulating these insights, Presumptive CJMs.

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Methodology Spotlight: Online Diaries

      Online diaries are a unique way to learn about respondent experiences in natural settings and allow researchers to gather and collect situational and qualitative feedback. In an online diary, users are given missions or tasks and just like a diary asked to log in entries. If you are interested to learn how customers go about considering and researching a product for purchase, or the usability of a piece of hardware over a longer period of time, then an online diary allows respondents to keep track of what they are doing, sites they are visiting, how they are using the products, as well as their overall impressions and satisfaction. Also, it incorporates time into research and helps get a more comprehensive perspective (e.g., what resources or sites are considered as part of the decision making journey or how is the usability of a product integrate within a user's’ lifestyle).

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Visualizing Big Data

      As we have discussed before, big data is the study of data sets that are so large that traditional data-processing software cannot analyze it all. Big data, although requiring a different kind of data-processing system, big data allows researchers and analysts to utilize data that was not being previously been taken advantage of, and allows them to generate new insights. Since big data sets contain so much information that may have previously gone unnoticed, it can help to inform strategic business moves, feature areas of improvement and also be used to help predict future trends.

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The Peaks and Valleys of UX in Modern Enterprise

     We are living in a state of constant and rapid change. Technology seems to be advancing by the minute, with newer devices, gadgets and apps flooding our marketplace daily. As technology continues to progress, businesses and companies must also be able to respond to the ever changing marketplace. In a marketplace where there is a multitude of products, there is more and more attention being placed on user’s needs as a way to help a product stand out against its competitors. As a result, there is currently an increasing demand of design work and UX research. It is being seen that as companies continue to grow, they are beginning to add user experience focus to their organizations as a means of improving their business.  

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Why Competitive Intelligence (CI) Matters

       

     Competitive Intelligence (CI) is something that is often thought of as a great concept but is not always implemented as a business tool, even though it should be. CI is a useful and critical a business tool that helps business to stay competitive within their fields. Let's start with what it is; Competitive Intelligence is the process and action of collecting, identifying, analyzing information about products, customers, and competitors within a specific industry.

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How To: Future-State Journey Mapping

      Last week we discussed the difference between current-state and future-state journey maps.  To recap, current-state journey maps focus on capturing an already existing users journey and addressing the various pain points that may arise throughout that journey. A future-state journey map focuses on creating a new type of journey for the user, rather than adjusting an old one. Where current-state journey maps are fact-based and data-driven, future-state journey maps are based on imagination and innovation. You can think of the left brain and right brain analogy- current-state journey mapping is on the calculated left, whereas future-state journey mapping falls on the creative right side. But how exactly does one carry out a future-state journey map?

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Finding the Best Study Location for Your Situation

     Let me ask you a question. Have you ever asked yourself, "where should I connect with my users to get the feedback I need?" After deciding how to proceed, did you get the answers you were seeking? If not, perhaps where you met the user wasn’t the ideal place.

     At KLI, we help our clients identify the most ideal venue based on a number of factors: the type of questions they have, the type of data/observations they seek, the amount of time they have, and their budget.

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Current-State vs. Future-State Journey Mapping

       Pretty much everyone in the UX industry has come across a customer journey map at some point or another. A customer journey map is a useful tool that helps to outline the customers’ journey, from start to finish. It covers the customer's initial contact with the product, through their process of engagement and even covering longtime usage. Customer journey maps help provide useful insight into a user’s feelings, motivations, and questions when interacting with that product. Customer journey maps are usually carried out in similar ways and then presented as an infographic. However, there is a new and innovative take on the customer journey map that can offer ingenious insights into the customers’ journey and can help to create a brand new experience.

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Affinity Diagrams and Clustering

         A few weeks ago we explored the concept of Design Thinking and how that can be carried out in order to better understand a users pain points and learn how to effectively address them. During the design thinking process, there is a brainstorming phase in which all the ideas surrounding user opinions, user needs, and design issues are brought to light. This can be a pretty overwhelming portion of the design phase, and brainstorming is something that can occur even outside of the design context. However, brainstorming can often become cluttered and overwhelming if there are too many ideas being thrown around. So, how do we organize all the great ideas we have so that we can figure out the best ones?

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A/B Testing

June, 29 2018 | Research Methods, UX Strategy

      Good research does not have to be a super in-depth, complicated process. UX research that can garner a great deal of valuable insight can oftentimes be done in a simple, cost-effective manner. As seen through the 5-Second Test, some UX tests can be administered in basically five seconds which then allows for many people to complete the test in a short period of time. The more people who can complete a test or a study automatically means a greater response rate, and therefore, a greater yield of results. Quick and easy UX tests are not only effective in terms of the qualitative and quantitative data they can yield, but they are also cost-effective due to the quick and easy way in which they can be carried out. So, what are some other quick yet effective forms of UX tests that we can easily carry out?

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