Free Salesforce User-Experience-Designer Practice Exam with Questions & Answers | Set: 4

An expert review is an activity that a designer can perform to conduct an independent audit of a current website. An expert review is a method of evaluating the usability and user experience of a website by applying established principles, guidelines, and heuristics. An expert review can help identify the strengths and weaknesses of a website, as well as provide recommendations for improvement. An expert review can be done by one or more experts, who can be internal or external to the organization. An expert review can be done at any stage of the design process, but it is especially useful before launching a new or redesigned website, or when there is a need to assess the current state of a website. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Testing and Evaluation]

Card sorting, task analysis, and prototype testing are not activities that a designer can perform to conduct an independent audit of a current website. Card sorting is a method of organizing and labeling information for a website, based on how users group and name the content. Task analysis is a method of understanding and documenting the goals, tasks, and steps that users perform on a website. Prototype testing is a method of evaluating the functionality and usability of a website by having users interact with a mock-up or a simulation of the website. These methods are useful for creating or improving a website, but they are not suitable for auditing a website without involving the users. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Testing and Evaluation] References: [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Testing and Evaluation]

 Styling hooks are CSS custom properties that allow developers to customize the appearance of base and custom components in a consistent and supported way. They work with web components and shadow DOM, which provide encapsulation and modularity for LWC. Styling hooks use the --slds namespace and follow a naming convention that reflects the component, category, property, attribute, and state of the element being styled. For example, --slds-c-button-brand-color-background-hover is a styling hook for the button component, brand category, color background property, and hover state. Styling hooks can be declared in the CSS file of the LWC or in a global CSS file that affects all components on the page. Styling hooks are not standard CSS properties, but custom ones that are defined by SLDS and applied to the components using the var() function. References:

• Styling Hooks - Lightning Design System
• SLDS Styling Hooks | Lightning Web Components Developer Guide | Salesforce Developers
• –dxp Styling Hooks | LWR Sites for Experience Cloud | Salesforce Developers

The Salesforce Lightning Design System (SLDS) styling hooks use standard CSS properties to easily style base and custom components. Salesforce documentation states that “SLDS styling hooks are CSS classes that give you access to the same styling used in the Salesforce Lightning Design System. They make it easy to style base and custom components with the same look and feel” [1].

[1] https://developer.salesforce.com/docs/component-library/documentation/lwc/lwc.use_slds_styling_hooks

Card sorting is a technique that helps UX designers understand the mental model of users and how they organize information into categories. Card sorting involves giving users a set of cards, each with a piece of information or a feature, and asking them to sort them into groups that make sense to them. The designer can then analyze the results and identify patterns, similarities, and differences among the users’ categorizations. Card sorting can help the designer suggest a suitable architecture for the new internal community, based on how the employees think about the site’s content and functionality. Card sorting can be done in person or online, using tools like OptimalSort or UserZoom1. References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 2.1: Conduct user research
• [UX Designer Certification Prep: User Research], Unit 3: User Research Methods
• [Prepare for Your UX Designer Credential], Trailmix: User Research
• [Card Sorting: A Definitive Guide]1

Consequence scanning is a practice that helps teams to consider the potential consequences of their product or service on people, communities, and the planet1. It is an agile tool that fits within an iterative development cycle and allows teams to identify and mitigate risks, as well as focus on positive outcomes2. One of the goals of consequence scanning is to reframe the product objectives from multiple, diverse perspectives. This means that the team can explore how different stakeholders, such as users, organisations, or society, might be affected by the product or service, both intentionally and unintentionally2. By doing so, the team can ensurethat the product or service aligns with their values and culture, and that they are aware of the trade-offs and implications of their decisions2. Reframing the product objectives from multiple, diverse perspectives can also help the team to discover new opportunities, generate innovative solutions, and increase user satisfaction and trust3.

Encouraging team well-being through collaboration and identifying the best angle for positive launch press coverage are not the primary goals of consequence scanning, although they might be beneficial side effects. Consequence scanning is not a PR exercise, but a way to ensure responsible innovation and ethical design2. While consequence scanning can foster team collaboration and communication, it is not a team-building activity, but a way to share knowledge and expertise and raise concerns in a dedicated format2. References:

• Consequence scanning: How to mitigate risks in your service
• Consequence Scanning – an agile practice for responsible innovators
• What is consequence scanning?

Changing the role hierarchy and reassigning account owners can have a significant impact on the data visibility and performance of Salesforce. An architect should consider the following points in this situation:

• Changing complex role hierarchy can cause a high level of sharing recalculation. Depending on the sharing settings, roles can control the level of visibility that users have into the Salesforce data. Users at any given role level can view, edit, and report on all data owned by or shared with users below them in the role hierarchy, unless the sharing model for an object specifies otherwise. When the role hierarchy is changed, Salesforce must recalculate the sharing rules and group membership for all the affected users and records, which can take a long time and consume a lot of system resources. Therefore, changing a complex role hierarchy should be done carefully and preferably during off-peak hours1.
• Replacing account records ownerships massively can cause data skew. Data skew occurs when more than 10,000 child records are related to the same parent record, or more than 10,000 records of any object are owned by a single user. This can cause performance issues, such as locking, timeouts, and failures, when updating or sharing those records. When account owners are reassigned massively, it can create or worsen data skew, especially if the accounts have many child records, such as contacts and opportunities. Therefore, replacing account records ownerships massively should be avoided or minimized23.

References:

• : [Design Your Data Model Unit | Salesforce Trailhead]
• : [Data Skew in Salesforce - Why it Matters | Salesforce Ben]
• : [Ownership Data Skew | Designing Record Access for Enterprise Scale | Salesforce Developers]

 Human-centered design is a practice where designers focus on people and their context, and seek to understand and solve the right problems for them. Human-centered design involves the following elements1:

• Empathy. Designers need to genuinely care about the people they design for, and build empathy by immersing themselves in the community that will use their products or services.
• Creativity. Designers need to find creative ways to solve users’ problems, and generate multiple ideas and prototypes that can be tested and refined.
• Business needs. Designers need to make their products or services commercially successful, and align them with the goals and values of the organization.

To incorporate human-centered design across its organization, Cloud Kicks should adopt the following two practices:

• Observing user behavior. Designers should conduct user research and communicate with their users regularly, to understand their needs, motivations, challenges, and goals. Observing user behavior can help designers to identify the pain points and opportunities for improvement, and to validate their assumptions and hypotheses.
• Putting oneself in the situation of the end user. Designers should empathize with their users, and try to see the world from their perspective. Putting oneself in the situation of the end user can help designers to create products or services that are relevant, useful, and desirable for them.

The following two practices are not aligned with human-centered design, and should be avoided:

• Including innovative ideas to showcase technology. Designers should not prioritize technology over people, and should not include features or functions that are not necessary or beneficial for the users. Including innovative ideas to showcase technology can lead to products or services that are complex, confusing, or frustrating for the users.
• Creating requirements based on business leaders’ priorities. Designers should not ignore the voice of the users, and should not create products or services that only satisfy the business needs. Creating requirements based on business leaders’ priorities can lead to products or services that are irrelevant, useless, or undesirable for the users.

References: Human-Centered Design: An Introduction, Practices, and Principles - Shopify

Consequence Scanning is a workshop method that helps teams to identify and mitigate the potential positive and negative impacts of their products or services on users, society, and the environment. When conducting a Consequence Scanning workshop, two important considerations are:

• Consider design ramifications to prevent misuse and protect communities: This means that teams should think beyond the intended use cases and benefits of their products or services, and also consider the possible unintended or harmful consequences that may arise from their design choices. For example, teams should ask themselves how their products or services could be misused, abused, or exploited by malicious actors, or how they could affect vulnerable or marginalized groups, or how they could contribute to environmental or social issues. By considering these design ramifications, teams can proactively address and mitigate the ethical risks and challenges that may emerge from their products or services, and protect the well-being and interests of their users and communities.
• Bring together a cross-function group with varied experiences: This means that teams should involve diverse and relevant stakeholders in the Consequence Scanning workshop, such as product managers, designers, developers, researchers, testers, marketers, legal experts, ethicists, users, or representatives from affected communities. By bringing together a cross-function group with varied experiences, perspectives, and backgrounds, teams can gain a more holistic and comprehensive understanding of the potential impacts of their products or services, and avoid blind spots, biases, or assumptions that may limit their vision or judgment. A cross-function group can also foster more creative and collaborative problem-solving, and generate more inclusive and responsible solutions.

References:

• How To Run a Consequence Scanning Workshop
• Consequence scanning: How to mitigate risks in your service
• Incorporate Ethics by Design Concepts

 The next phase after discovery, research analysis, and ideation is prototyping, which is the process of creating low-fidelity or high-fidelity representations of the design solution that can be tested and validated with users and stakeholders. To prepare for this phase, the UX designer should determine what to prototype, which means deciding on the scope, the level of detail, the format, and the tools for creating the prototype. The UX designer should consider the following factors when determining what to prototype:

• The goals and objectives of the prototype: What is the purpose of the prototype? What questions or hypotheses does it aim to answer or test? What feedback or data does it seek to collect?
• The target users and audience of the prototype: Who are the users and stakeholders that will interact with or evaluate the prototype? What are their needs, expectations, and preferences? How will they access and use the prototype?
• The features and functionality of the prototype: What are the key features and functionality that the prototype should include or exclude? How will they support the user goals and tasks? How will they demonstrate the value proposition and the design principles of the solution?
• The fidelity and interactivity of the prototype: How realistic and detailed should the prototype be? How interactive and responsive should the prototype be? How will the prototype convey the look and feel, the content, and the behavior of the solution?
• The tools and methods of the prototype: What tools and methods will be used to create and present the prototype? How will they affect the time, cost, and quality of the prototype? How will they facilitate the testing and validation of the prototype?

References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : User Experience Designer Certification Prep: Module 6: Validate User Interfaces
• : What is Prototyping?

The next phase for a UX designer after completing discovery, research analysis, andideation is to determine what to prototype. Prototyping is the process of creating a model, mock-up, or simulation of a user interface to test out ideas and gain feedback from users. Prototyping can be done in a variety of ways, from low-fidelity paper prototypes to high-fidelity digital prototypes. It is important to consider the purpose of the prototype and the amount of detail needed to accurately test out the user experience.

To prepare for the prototyping phase, a UX designer should review the researchdata and user insights gathered during the discovery, research analysis, and ideation stages. They should determine what needs to be tested out and create a plan for creating the prototype, considering the level of fidelity needed, the resources available, and the timeline. Additionally, they should consider what metrics they want to measure when testing the prototype, such as user engagement, usability, and satisfaction.

References: [1] https://www.salesforce.com/blog/2019/12/ux-design-prototyping.html [2]  https://uxplanet.org/the-importance-of-prototyping-in-ux-design-process-dd4b4a8f76e [3] https://uxdesign.cc/prototyping-a-comprehensive-guide-e87f3d3fbb37

The best place on the SLDS website for the designer to find accessible HTML and CSS used to create components along with implementation guidelines is the Component Blueprints1. Component Blueprints are framework-agnostic, accessible HTML and CSS that provide the basic structure and style for Lightning components1. The designer can use the Component Blueprints to create custom Lightning Web Components that are consistent with the Lightning Design System. Design Tokens (B) are not the best place to find HTML and CSS, as they are variables that store design attributes, such as colors, fonts, and spacing2. Development Tools © are not the best place to find implementation guidelines, as they are tools and resources that help developers build and test Lightning components, such as VS Code extensions, LWC recipes, and Playground3. References:

• Component Blueprints | Salesforce Lightning Design System
• Design Tokens | Salesforce Lightning Design System
• Development Tools | Salesforce Lightning Design System

Confirmation bias is the tendency to seek, interpret, and remember information that confirms one’s preexisting beliefs or hypotheses, while ignoring or discounting information that contradicts them1. Confirmation bias can affect user feedback sessions by influencing how the researcher designs the test, asks the questions, observes the behavior, and analyzes the data of the users. Confirmation bias can lead to inaccurate or incomplete insights, and ultimately to poor design decisions2.

One way to avoid confirmation bias in user feedback sessions is to allow the user to explore the application without specific questions regarding which tasks to perform. This can help the researcher to observe the user’s natural and spontaneous interaction with the application, without imposing any expectations or assumptions on them. This can also help the user to express their honest opinions and feelings about the application, without being influenced by the researcher’s questions or suggestions. This can result in more authentic and unbiased feedback, and more reliable and valid insights3.

Asking open-ended questions staying away from questions regarding feelings is not a good way to avoid confirmation bias in user feedback sessions, because it can limit the depth and richness of the feedback, and miss the opportunity to understand the user’s emotions and motivations. Open-ended questions are questions that allow the user to answer in their own words, rather than choosing from a predefined set of options. Open-ended questions are useful for eliciting more detailed and nuanced feedback, and for exploring the user’s thoughts and feelings about the application. However, asking open-ended questions alone is not enough to prevent confirmation bias, as the researcher may still unconsciously frame the questions in a way that leads the user to confirm their hypotheses, or interpret the answers in a way that supports their beliefs. Asking questions regarding feelings is also important, as itcan help the researcher to understand the user’s emotional response to the application, and how it affects their satisfaction, engagement, and loyalty4.

Asking specific questions about known pain points to confirm your hypothesis is a bad way to avoid confirmation bias in user feedback sessions, because it can introduce the researcher’s bias into the feedback process, and influence the user’s perception and behavior. Asking specific questions about known pain points can lead the researcher to focus only on the information that confirms their hypothesis, and ignore or dismiss the information that challenges or contradicts it. It can also lead the user to pay more attention to the pain points that the researcher mentions, and overlook or downplay the other aspects of the application. This can result in skewed and distorted feedback, and misleading and invalid insights5.

References: 1: Confirmation bias - Wikipedia 2: How Confirmation Bias can affect user research | by Caroline Galipeau | UX Collective 3: 11 Types of Cognitive Biases to Avoid in User Research | Maze 4: How to Ask Good Questions in User Research | by Nick Babich | UX Planet 5: How to Avoid Confirmation Bias in User Research | by Sarah Doody | Medium