Free Salesforce User-Experience-Designer Practice Exam with Questions & Answers | Set: 2

Quantitative research methodology should be used to measure the success and usability of a feature on Experience Cloud. Quantitative research involves collecting and analyzing numerical data that can be measured, compared, or statistically tested. Quantitative research can help answer questions such as:

• How many users are using the feature?
• How often are they using it?
• How long does it take them to complete a task with the feature?
• How satisfied are they with the feature?
• How does the feature affect key performance indicators, such as conversion rates, retention rates, or revenue?

Quantitative research methods can include surveys, analytics, A/B testing, usability testing, and benchmarking. These methods can provide objective and reliable data that can be used to evaluate the impact and effectiveness of a feature on Experience Cloud.

Qualitative research methodology, on the other hand, involves collecting and analyzing non-numerical data that can reveal users’ attitudes, behaviors, motivations, and preferences. Qualitative research can help answer questions such as:

• Why are users using or not using the feature?
• What are their pain points, needs, and goals with the feature?
• How do they feel about the feature?
• What are their expectations and feedback for the feature?
• How does the feature fit into their context and workflow?

Qualitative research methods can include interviews, focus groups, observations, diary studies, and card sorting. These methods can provide rich and detailed insights that can be used to understand the user experience and identify opportunities for improvement.

Both quantitative and qualitative research methods are valuable for UX design, but they serve different purposes and answer different types of questions. In this case, the UX designer wants to know if the feature was successful and track usability over time, which are questions that can be best answered by quantitative research methods.

References: User Research Methods, Quantitative vs. Qualitative Usability Testing, 8 Essential Usability Testing Methods for UX Insights

 A human-centered design process is a creative approach to solving people’s problems that begins with identifying their needs and ends with creating solutions that meet those needs1. A human-centered design process typically involves the following steps in this order23:

• Observation: This step involves researching and understanding the users, their context, their goals, their pain points, and their behaviors. Observation methods include interviews, surveys, ethnography, contextual inquiry, and data analysis.
• Ideation: This step involves generating and exploring a wide range of possible solutions that address the users’ needs and problems. Ideation methods include brainstorming, sketching, mind mapping, affinity diagramming, and storyboarding.
• Prototyping: This step involves creating and testing low-fidelity or high-fidelity representations of the proposed solutions, such as mockups, wireframes, or interactive models. Prototyping methods include paper prototyping, digital prototyping, and rapid prototyping.
• User Feedback: This step involves collecting and analyzing feedback from the users on the prototypes, such as their opinions, preferences, satisfaction, and suggestions. User feedback methods include usability testing, user testing, focus groups, and surveys.
• Iteration: This step involves refining and improving the prototypes based on the user feedback, and repeating the prototyping and user feedback steps until the optimal solution is achieved. Iteration methods include agile development, design sprints, and A/B testing.
• Implementation: This step involves deploying and launching the final solution to the users, and monitoring and evaluating its performance and impact. Implementation methods include release management, change management, and analytics.

References: Relationship Design - Trailhead, Human-Centered Design: Definition and Stages - Interaction Design Foundation, Human-Centered Design Process - Salesforce UX

The order in which CK's UX Designer should undertake the steps of the human-centered design process to achieve maximum impact is Observation > Ideation > Prototyping > User Feedback > Iteration > Implementation. This allows the designer to take into account the user’s preferences and needs from the very beginning, as well as provide the user with feedback throughout the entire process. The order of steps for a human-centered design process is as follows:

• Observation: Observing user behaviour and interactions to gain insights into their needs and preferences.
• Ideation: Coming up with ideas for potential solutions based on the insights from the observation phase.
• Prototyping: Creating a prototype of the potential solution to test out with users.
• User Feedback: Gathering feedback from users on the prototype and making changes based on their feedback.
• Iteration: Iterating on the prototype based on the feedback from users.
• Implementation: Implementing the final solution.

For more information on the human-centered design process, please see the following Salesforce documentation: https://trailhead.salesforce.com/en/content/learn/modules/ux_design_process

The Lightning component that should be used to organize content into collapsible sections is the Accordion component. The Accordion component displays vertically stacked sections of content that can be expanded and collapsed by clicking on the section headers. Users can control how much content is visible at once, and don’t need to scroll as much to see the content of a page. The Accordion component can also be configured to allow multiple sections tobe open at the same time. The Accordion component implements the accordion blueprint in the Salesforce Lightning Design System (SLDS). References:

• : lightning-accordion - documentation - Salesforce Lightning Component Library
• : Collapsible Related List in Lightning Experience
• : How To Create Expand/Collapse Sections In SFDC Lightning Component

The Lightning Accordion component isdesigned to help create an organized, collapsible display of content. It is composed of a header and a body, which can be used to display different sections of content in an organized way. The body of the Accordion is hidden until the header is clicked, allowing the user to quickly and easily access the content they need. Salesforce provides a detailed guide to using the Accordion component, including examples and code snippets, which can be found here: https://developer.salesforce.com/docs/component-library/documentation/lwc/lwc.use_accordion.

 The accessibility guideline of distinguishable means that the information and user interface components must be presented to users in ways that are perceptible. This includes using sufficient contrast between text and background colors, providing text alternatives for non-text content, and making it easier for users to see and hear content. When choosing a color for the text and the background of the buttons, the UX Designer should consider the contrast ratio between them, which should be at least 4.5:1 for normal text and 3:1 for large text. This will ensure that the buttons are visible and readable for users with different visual abilities. References:

• [1]: Web Content Accessibility Guidelines (WCAG) 2.1, Principle 1: Perceivable
• [2]: Web Content Accessibility Guidelines (WCAG) 2.1, Success Criterion 1.4.3 Contrast (Minimum)

The Salesforce Lightning Design System (SLDS) reflects the patterns and components that underpin the Salesforce product. These patterns and components provide a unified language and consistent look and feel when designing apps and products within the Salesforce ecosystem. The Lightning Experience UI, which SLDS represents, was crafted using four core design principles. We encourage you to keep them in mind as you develop your applications. They are1:

• Clarity — Eliminate ambiguity. Enable people to see, understand, and act with confidence.
• Efficiency — Streamline and optimize workflows. Intelligently anticipate needs to help people work better, smarter, and faster.
• Consistency — Create familiarity and strengthen intuition by applying the same solution to the same problem.
• Beauty — Demonstrate respect for people’s time and attention through thoughtful and elegant craftsmanship. References: Introduction to the Salesforce Lightning Design System

 A prioritization matrix is a method that helps UX designers to inform user stories based on user value and development effort. A prioritization matrix is a table that compares different user stories or features based on two criteria: user value and development effort. User value is the benefit or satisfaction that the user will get from using the feature. Development effort is the time, cost, and complexity involved in building the feature. By plotting user stories or features on a prioritization matrix, UX designers can identify which ones are high-value and low-effort, which ones are high-value and high-effort, which ones are low-value and low-effort, and which ones are low-value and high-effort. This helps UX designers to prioritize the user stories or features that will deliver the most value to the user with the least amount of effort, and to deprioritize or eliminate the ones that will deliver the leastvalue to the user with the most amount of effort. A prioritization matrix can also help UX designers to communicate and align with stakeholders and developers on the scope and feasibility of the project. References: Prioritize User Stories and Features Unit | Salesforce Trailhead, How to PrioritizeUser Stories (and Build the Right Features), Salesforce User Experience (UX) Designer Certification Guide & Tips

Diversity, inclusion, and equality in design are values that aim to create products, services, and environments that are accessible, welcoming, and fair for all people, regardless of their age, gender, ethnicity, disability, sexual orientation, religion, or other characteristics. Diversity, inclusion, and equality in design can also bring positive business outcomes, such as economic growth, greater market share, and less employee turnover12.

Economic growth is a business outcome that represents the increase in the value of goods and services produced by an organization or a country over time. Economic growth can be influenced by various factors, such as innovation, productivity, efficiency, and competitiveness. Diversity, inclusion, andequality in design can contribute to economic growth by fostering creativity, innovation, and problem-solving, as well as by attracting and retaining diverse talent, customers, and partners12.

Greater market share is a business outcome that represents the percentage of sales or customers that an organization has in a particular market or industry. Greater market share can indicate the success and competitiveness of an organization, as well as its potential for growth and profitability. Diversity, inclusion, and equality in design can help achieve greater market share by expanding the reach and appeal of products, services, and environments to diverse and underserved markets, as well as by enhancing customer satisfaction, loyalty, and advocacy12.

Less employee turnover is a business outcome that represents the rate at which employees leave an organization and are replaced by new ones. Less employee turnover can indicate the stability and quality of an organization, as well as its ability to retain and develop its human capital. Diversity, inclusion, and equality in design can help reduce employee turnover by creating a positive and inclusive work culture, where employees feel valued, respected, and engaged, as well as by providing opportunities for learning, development, and career progression12.

References: 1: The business value of design | McKinsey 2: The Business Case for Diversity, Equity, and Inclusion - Salesforce.com

 The best way to apply branding to a Salesforce org using Lightning Experience is to create a custom theme in Themes and Branding. Themes and Branding is a feature that allows the administrator to customize the look and feel of Salesforce to match the branding of the organization. The administrator can add logos, default images, and colors to the theme. The administrator can also choose one of the built-in Salesforce themes, or create their own custom themes with just a few clicks. To create a custom theme, from Setup, enter Themes and Branding in the Quick Find box, then select Themes and Branding. Click New Theme and upload the logo, brand colors, and images that follow the company design guidelines. The administrator can also preview and activate the theme for the entire org 1. References: [Brand Your Org in Lightning Experience] (https://help.salesforce.com/s/articleView?id=sf.brand_your_org_in_lightning_experience.htm &language=en_US&type=5)

Marketing Cloud Personalization is a Salesforce feature that can boost B2C engagement on Cloud Kicks’ website. Marketing Cloud Personalization is a kind of technology solution that ingests customer engagement and profile data, then — using machine learning and AI — determines relevant messages, segmentation, and content for each customer, based on their preferences and affinities1. Marketing Cloud Personalization can help Cloud Kicks to create personalized and relevant experiences for their website visitors, such as showing them products, offers, or recommendations that match their interests, needs, or behaviors. Marketing Cloud Personalization can also help Cloud Kicks to optimize their website performance, such as increasing conversions, retention, loyalty, and revenue1.

Experience Cloud is another Salesforce feature that can help Cloud Kicks to create engaging websites, but it is not the best option for boosting B2C engagement. Experience Cloud is a platform that allows users to build branded digital experiences, such as websites, portals, forums, or mobile apps, that connect customers, partners, and employees with Salesforce dataand processes. Experience Cloud can help Cloud Kicks to create interactive and collaborative websites that integrate with their CRM, but it does not provide the same level of personalization and intelligence as Marketing Cloud Personalization2.

Marketing Cloud Account Engagement is a Salesforce feature that is designed for B2B marketing automation, not B2C engagement. Marketing Cloud Account Engagement, formerly known as Pardot, is a solution that helps users to generate more leads, nurture them through email campaigns, and align sales and marketing efforts. Marketing Cloud Account Engagement can help Cloud Kicks to target and engage potential business customers, but it is not suitable for engaging individual consumers on their website34.

References: 2: Experience Cloud | Salesforce 3: Marketing Cloud Account Engagement customers are scaling their marketing and reaching more leads faster. Find more leads and convert them more quickly with content that resonates Engage buyers on their terms with tailored, relevant campaigns4 4: Marketing Cloud vs. Marketing Cloud Account Engagement2 1: Personalization Engine by Marketing Cloud - Salesforce1

Customer interviews are a qualitative research method that allows the UX Designer to understand the needs, goals, pain points, and behaviors of the target users. To conduct effective customer interviews, the UX Designer should follow some best practices, such as:

• Engage in a friendly and informal way: The UX Designer should try to establish rapport and trust with the interviewee, and make them feel comfortable and relaxed. This can help elicit honest and candid responses, and encourage the interviewee to share more details and stories. The UX Designer should use a conversational tone, smile, and show interest and empathy12
• Ask open-ended questions: The UX Designer should avoid asking yes/no questions, or questions that lead or suggest a specific answer. Instead, the UX Designer should ask open-ended questions that allow the interviewee to express their thoughts and feelings in their own words. The UX Designer should also probe deeper by asking follow-up questions, such as “why?”, “how?”, or “can you tell me more about that?” 12
• Listen actively and attentively: The UX Designer should focus on listening to the interviewee, and avoid interrupting, judging, or correcting them. The UX Designer should also use verbal and non-verbal cues, such as nodding, eye contact, and paraphrasing, to show that they are paying attention and understanding the interviewee. The UX Designer should also take notes or record the interview, with the interviewee’s permission, for later analysis12
• Ignore vague or general answers: This is not a best practice, because vague or general answers can indicate that the interviewee is not comfortable, engaged, or clear about the question. The UX Designer should try to clarify the question, or ask more specific or concrete questions, to elicit more meaningful and relevant responses12
• Analyze findings in the moment: This is not a best practice, because analyzing findings in the moment can distract the UX Designer from listening to the interviewee, and bias their interpretation of the data. The UX Designer should wait until the interview is over, and review thenotes or recordings, before analyzing the findings and identifying patterns, insights, and opportunities12

References:

• Customer Interviews: The Ultimate Guide - User Interviews
• How to Conduct User Interviews - Interaction Design Foundation