Key Lime Interactive

Experience leaders may be asking the wrong question about AI. Too often, organizations begin with what the technology can do rather than what should guide the strategy in the first place. That can lead to costly experimentation, weak adoption, internal misalignment, and unnecessary risk. In our latest article, we share the real question experience, product, and digital transformation leaders should be asking before approving the next AI roadmap milestone. Read the full article: https://lnkd.in/e4gfdV4p #GenerativeAI #UXResearch #ProductStrategy #DigitalTransformation #ExperienceLeadership

🚨 Is your organization still treating Consumer Insights and UX Research as two separate silos? If so, you could be missing valuable opportunities to make smarter, faster business decisions. It's time to embrace "Research with a Big R"—where Consumer Insights and UX Research work together as one strategic function. 🤝 When these disciplines are operationalized together, organizations gain a more complete understanding of their customers, leading to: ✨ Better products 📈 Smarter decisions 💡 Stronger customer experiences 🚀 Better business outcomes Here are three ways to bridge the gap: 🤝 Build Cross-Functional Teams Bring Consumer Insights and UX Research together from day one with shared project teams and regular collaboration. 📊 Align on Shared Success Metrics Measure what matters together—NPS, CSAT, Customer Effort Score (CES), and other customer experience KPIs. 🗂️ Centralize Your Insights Create a shared repository or unified insights dashboard so teams can easily discover, reuse, and build on existing research instead of working in silos. The most successful organizations aren't collecting more research—they're connecting it. 🔗 How is your organization bringing Consumer Insights and UX Research together? Share your experience in the comments. 👇 📖 Click the link to read the full article! https://lnkd.in/eqWdM5wE #UXResearch #ConsumerInsights #CustomerExperience #CX #UX #ResearchOps #Innovation #ProductStrategy

If you are at #ForrCX don’t miss this case study session coming up at Grand Ballroom C! Happening today at 5:20 PDT Strat Parrott Eugenio Santiago Ania Rodriguez Scaling Journey Management with AI.

We are at Forrester CX Forum in beautiful San Francisco today and tomorrow! Stop by booth 14 and say hi! #ForrCX #customerexperience #cx #ux

Forrester's theme for this year's CX Summits is clear: "Build the experience AI can't." Doing that successfully requires strong governance so technology empowers human strategy rather than complicating it. Our upcoming case study session at CX Forum West in the Bay Area addresses this directly. Join Key Lime Interactive President Eugenio Santiago, JourneyTrack CEO & Founder Ania Rodriguez, and First Horizon Bank VP & Head of Experience Strat Parrott for: "Governance First: Scaling Journey Management With AI" Learn how First Horizon Bank used Journey Atlas to safely scale AI and align operations in a highly regulated environment. 📍 Connect at Booth 14 If you are attending the forum, stop by Booth 14 to meet the Key Lime Interactive and JourneyTrack teams. Let’s talk about how to combine robust data with smart technology to build the experiences AI can't. See you in the Bay Area! Use code SPCXWJOURNEYTRACK26 for 20% off your registration. Get registered here: https://lnkd.in/eDrQa8Uu #CXForumWest #ForrCX #CustomerExperience #JourneyManagement #AI #UXResearch #KeyLimeInteractive #JourneyTrack

Prepping your H2 research roadmap just got a whole lot better. 🚀 If you’ve felt the squeeze on early-stage discovery and UX research budgets over the last couple of years, there’s a major update you need to factor into your H2 planning. The landscape has changed: As of 2025, U.S. businesses can once again fully expense R&D activities in the year they're incurred. This reverses the Section 174 amortization rule, meaning foundational discovery work, usability testing, and concept validation are no longer penalized on the balance sheet. Check out our breakdown on why right now is the perfect time to reinvest in UX research. Whether you are a Head of Research, a Product Leader, or a CFO, this shift means: ✅ Research is much more cost-efficient: You can fund initiatives without long-term accounting penalties. ✅ Easier buy-in: It’s much easier to justify hiring or partnering with UX experts. ✅ Rebuilding insight capacity: You finally have the green light to dig deep into the “why” behind user behavior without breaking the bank. The ROI of UX research has always been clear. Now, it comes with immediate tax benefits. Read the full breakdown and learn how to leverage this for your H2 strategy here: https://lnkd.in/g2mBJGvM #UXResearch #ProductManagement #UXDesign #BusinessStrategy #KeyLimeInteractive #H2Planning

There’s nothing quite like getting together IRL…. Our North Carolina Key Lime Interactive team recently met up for a little coffee talk, conversation, and connection — and it was such a good reminder that even in a remote-first world, face-to-face moments matter. We’re grateful for a team that makes time to connect, support one another, and keep building the kind of culture that makes Key Lime special. Here’s to good coffee, great conversations, and the people behind the insights. ☕💚🍋🟩 #TeamKLI #CompanyCulture #CX #UXResearch #LifeAtKeyLimeInteractive Eugenio Santiago Casey Horvitz, MPH, UXC Stacey Cutbush Starseed Melody Paine

True digital inclusivity goes far beyond checking a compliance box. It requires listening to real users with diverse capabilities to design seamless experiences for everyone. In our latest blog post, "Navigating Digital Inclusivity: Best Practices for Accessibility-Focused UX Research," we break down the actionable strategies product teams need to build empathy-driven, future-proof products. 💡 Key Takeaways:  • Recruit Diversely: Always include individuals with a wide range of visual, hearing, motor, and cognitive capabilities.    • Test Authentically: Observe real interactions using screen readers, voice software, and alternative input devices.  • Meet Users Where They Are: Leverage remote testing so participants can use their own pre-configured assistive tech. 👇 Read the full guide here: https://lnkd.in/euSRiMyP #UXResearch #Accessibility #InclusiveDesign #UserExperience #DigitalInclusivity #KeyLimeInteractive

𝗦𝘁𝗼𝗽 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 𝘁𝗵𝗲 95% 𝘁𝗮𝘀𝗸 𝗰𝗼𝗺𝗽𝗹𝗲𝘁𝗶𝗼𝗻 𝗿𝗮𝘁𝗲. It might be quietly killing your product. 🤐 • The green dashboard is lying to you. • Conversion rates are steady. • Drop-offs are minimal. 𝗙𝗿𝗼𝗺 𝗮 𝗽𝘂𝗿𝗲𝗹𝘆 𝗾𝘂𝗮𝗻𝘁𝗶𝘁𝗮𝘁𝗶𝘃𝗲 𝗽𝗲𝗿𝘀𝗽𝗲𝗰𝘁𝗶𝘃𝗲, 𝘁𝗵𝗲 𝗨𝗫 𝗶𝘀 𝗳𝗹𝗮𝘄𝗹𝗲𝘀𝘀. But look closer. • Why is user adoption stalling? • Why is engagement completely flat? • Why is the only feedback you get a lukewarm, vague "it's fine"? 🟥𝗪𝗲𝗹𝗰𝗼𝗺𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗱𝗲𝗮𝗱 𝘇𝗼𝗻𝗲 𝗼𝗳 𝗜𝗻𝘃𝗶𝘀𝗶𝗯𝗹𝗲 𝗙𝗿𝗶𝗰𝘁𝗶𝗼𝗻. 🟥 It’s the subtle, overlooked cognitive strain that doesn't trigger an error code, but leaves users feeling exhausted. Traditional metrics fail to capture it because they measure outcomes, not experiences. 𝗛𝗲𝗿𝗲 𝗶𝘀 𝘄𝗵𝘆 𝘁𝗵𝗲 𝗮𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀 𝗱𝗮𝘀𝗵𝗯𝗼𝗮𝗿𝗱 𝗶𝘀 𝗺𝗶𝘀𝘀𝗶𝗻𝗴 𝘁𝗵𝗲 𝗿𝗲𝗮𝗹 𝘀𝘁𝗼𝗿𝘆: 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗵𝗶𝗱𝗲𝘀 𝗳𝗿𝘂𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻: Users still finish the task, even if the flow is horribly clunky. 𝗙𝗿𝗶𝗰𝘁𝗶𝗼𝗻 𝗶𝘀 𝗯𝗿𝗶𝗲𝗳: A 3-second pause to interpret an ambiguous button doesn't register in aggregate data. 𝗨𝘀𝗲𝗿𝘀 𝗮𝗱𝗮𝗽𝘁 𝘁𝗼 𝗯𝗮𝗱 𝗱𝗲𝘀𝗶𝗴𝗻: People develop manual workarounds and accept suboptimal experiences as normal. 𝗗𝗮𝘁𝗮 𝗶𝘀 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝗮𝗹𝗹𝘆 𝗯𝗹𝗶𝗻𝗱: A database cannot measure doubt, annoyance, or cognitive fatigue. 𝗧𝗵𝗲 𝗱𝗮𝗻𝗴𝗲𝗿𝗼𝘂𝘀 𝗿𝗲𝘀𝘂𝗹𝘁? 𝗧𝗵𝗲 𝗯𝗲𝗹𝗶𝗲𝗳 𝗶𝘀 𝘁𝗵𝗲 𝗨𝗫 𝗶𝘀 𝗳𝘂𝗹𝗹𝘆 𝗼𝗽𝘁𝗶𝗺𝗶𝘇𝗲𝗱, 𝘄𝗵𝗲𝗻 𝗶𝘁'𝘀 𝗮𝗰𝘁𝘂𝗮𝗹𝗹𝘆 𝗷𝘂𝘀𝘁 “𝗴𝗼𝗼𝗱 𝗲𝗻𝗼𝘂𝗴𝗵”. And in a hyper-competitive market, "good enough" breeds 𝗤𝘂𝗶𝗲𝘁 𝗖𝗵𝘂𝗿𝗻—the slow, silent disengagement of users who leave for a smoother alternative without filing a single complaint. 🗣️𝗧𝗼 𝗳𝗶𝘅 𝗶𝘁, 𝘄𝗲 𝗵𝗮𝘃𝗲 𝘁𝗼 𝗰𝗵𝗮𝗻𝗴𝗲 𝘁𝗵𝗲 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝘄𝗲 𝗮𝘀𝗸.🗣️ Stop asking: "Can users complete this task?" Start asking: " How much cognitive effort did it take? Did they feel confident, or just tolerated?" Check out the carousel below to see the 5️⃣ hidden hiding spots of invisible friction, and how we leverage UX research to bring them to light. 👇 Let's discuss in the comments.  𝙃𝙤𝙬 𝙙𝙤 𝙮𝙤𝙪 𝙢𝙚𝙖𝙨𝙪𝙧𝙚 𝙩𝙝𝙚 𝙛𝙧𝙞𝙘𝙩𝙞𝙤𝙣 𝙩𝙝𝙖𝙩 𝙣𝙪𝙢𝙗𝙚𝙧𝙨 𝙢𝙞𝙨𝙨?

Moments like these remind us why we do what we do. ✨ Seeing Google leadership share the latest Workspace features at Google I/O was a proud yet incredibly humbling moment for our team. As a strategic partner, our goal is simply to support the Google Workspace team in building meaningful, helpful experiences for users everywhere. Thank you to our incredible consultants for their dedication, and to Google for allowing us to be a small part of a much bigger journey. 🟢 Discover how Key Lime 🍋🟩 helps top brands innovate: https://lnkd.in/e9ihQfW5 #GoogleWorkspace #KeyLimeInteractive #Partnership #ProductDesign