USER-EXPERIENCE-DESIGNER Practice Questions

The best approach to improve the Sales team’s experience with Contact records in Sales Cloud is to

run the Salesforce Optimizer App to identify fields not in use. The Salesforce Optimizer App is a free

tool that scans the Salesforce org and provides a diagnostic report on the performance and health of

the org1. It analyzes how the org uses various features, such as fields, triggers, layouts, profiles,

reports, and more, and suggests customizations and improvements based on best practices1. By

running the Salesforce Optimizer App, the Sales team can find out which fields are not being used or

are redundant, and remove or hide them from the Contact record page. This way, they can simplify

the page layout, reduce the page load time, and focus on the fields that are relevant to their sales

activities2.

Moving all unused fields to a separate section at the bottom of the page is not a good option, as it

does not solve the problem of having too many fields on the page. It would still affect the page load

time and the user experience, as the users would have to scroll down to see the entire

page. Moreover, it would not help the users to find the information they need, as the fields would

not be organized in a logical or meaningful way3.

Implementing In-App Guidance to help users focus on the most important fields is also not a good

option, as it does not address the root cause of the problem, which is having too many fields on the

page. In-App Guidance is a feature that allows admins to create custom prompts and walkthroughs

to guide users through tasks or processes on Salesforce Lightning pages4. It can be useful for user

training, onboarding, or adoption, but it cannot replace the need for a clean and efficient page

layout. In fact, having too many prompts or walkthroughs on the page can be distracting and

annoying for the users, especially if they are not relevant or helpful4. Reference:

Run the Salesforce Optimizer App

Improve Your Implementation with Salesforce Optimizer

Page Layouts

In-App Guidance in Lightning Experience

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. Reference:

[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

A docked utility bar is a Salesforce configuration feature that allows users to access common

productivity tools, such as notes, history, or macros, from a fixed footer at the bottom of the

screen1. A list view - split view is a Salesforce configuration feature that allows users to see a list view

and a record side by side in a split-screen layout2. These two features can help the IT help desk team

quickly resolve queued cases by providing them with a persistent place to create notes and the

ability to view their case queue while working a particular case. Dynamic forms and activity timeline

are not relevant for this scenario, as they do not address the requirements of the IT help desk team.

Reference: Utility Bar - Salesforce Help and Split View - Salesforce Help

The Salesforce Navigation Setup mode allows the administrator to customize the navigation menu

and navigation bar of the Salesforce mobile app using the Mobile Only app. The administrator can

select the Lightning pages, Visualforce pages, Lightning components, and other productivity items

that they want to appear in the navigation menu and navigation bar. The administrator can also

reorder the navigation items and create tabs for them. To customize navigation items, in the Quick

Find box, enter Navigation, and select Salesforce Navigation 1. Visualforce pages and Lightning pages

can be included in the navigation menu and navigation bar of the Salesforce mobile app, as long as

they have tabs created for them. To create a tab, from Setup, enter Tabs in the Quick Find box, and

select Tabs 1. Reference: [Customize the Mobile Only Navigation Menu in the Salesforce Mobile App]

(https://help.salesforce.com/s/articleView?id=sf.salesforce_app_customize_nav_menu.htm&langua

ge=en_US&type=5)

Relationship Design is a creative practice that drives social and business value by building strong

relationships. It is based on four mindsets: compassion, intention, courage, and reciprocity. Cloud

Kicks can incorporate Relationship Design principles into its business model and customer offerings

by adopting these mindsets and applying them to its products, services, and interactions. Some

examples of how Cloud Kicks can do this are:

Prioritizing innovation over copying the competition. This shows that Cloud Kicks is courageous and

intentional in creating unique and valuable solutions that meet the needs and expectations of its

customers and communities. Cloud Kicks can use design thinking methods, such as empathy

mapping, ideation, and prototyping, to generate and test new ideas that solve real problems and

create positive impact 1.

Reframing products in terms of user value over features and functions. This shows that Cloud Kicks is

compassionate and reciprocal in understanding and communicating the benefits and outcomes that

its products and services can deliver to its customers and stakeholders. Cloud Kicks can use value

proposition design tools, such as the value proposition canvas, to identify and articulate the jobs,

pains, and gains of its customers, and how its products and services can address them 2.

Uncovering customer needs over broadcasting product benefits. This shows that Cloud Kicks is

intentional and reciprocal in listening and learning from its customers and co-creating solutions with

them. Cloud Kicks can use user research methods, such as interviews, surveys, and observations, to

discover and validate the needs, p

, and behaviors of its customers, and to involve them in

the design process 3.

Reference: [Design Thinking] (https://www.salesforce.com/design/relationship-design/), [Value

Proposition Design] (https://www.salesforce.com/blog/how-relationship-design-works/), [User

Research] (https://trailhead.salesforce.com/content/learn/trails/get-to-know-relationship-design)

A storyboard is a visual representation of a user’s journey with a product or service. It shows how

the user interacts with the product or service in a specific context, what their goals and pain points

are, and how the product or service solves their problems or meets their needs. A storyboard

typically consists of a series of sketches or illustrations that depict the user’s actions, thoughts, and

emotions at each step of the journey1.

A storyboard is the most suitable technique for CK’s UX Designer to use in this case, because it can

help them communicate their innovative solution to the team and show where and why it fits into

what the customer does. A storyboard can also help the UX Designer to validate their assumptions,

test their ideas, and get feedback from the team and the customers. A storyboard can also inspire the

team to generate more ideas and solutions, and align them with the user’s perspective2.

Personas are fictional characters that represent the potential users of a product or service. They are

based on user research and data, and they describe the user’s demographics, behaviors, motivations,

goals, and frustrations. Personas are useful for understanding the user’s needs and expectations, and

for designing products or services that cater to them. However, personas alone are not enough to

show how the user interacts with the product or service in a specific context, or how the product or

service solves their problems or meets their needs. Personas need to be complemented with other

techniques, such as scenarios, user stories, or storyboards, to illustrate the user’s journey3.

A high-fidelity prototype is a realistic and interactive simulation of a product or service. It mimics the

look, feel, and functionality of the final product or service, and it can be used for testing and

evaluation purposes. A high-fidelity prototype is useful for demonstrating the features and benefits

of a product or service, and for getting feedback from the users and stakeholders. However, a high-

fidelity prototype is not the best technique for showing where and why a product or service fits into

what the customer does, as it focuses more on the details and specifics of the product or service,

rather than the context and situation of the user. A high-fidelity prototype is also more time-

consuming and resource-intensive to create than a storyboard, and it may not be necessary at the

early stages of the design process.

Reference: 1: What is Storyboarding in UX Design? | Adobe XD Ideas 2: How to Use Storyboarding in

UX Design | Toptal 3: User Personas, Scenarios, User Stories And Storyboards: What’s the Difference?

| by Justinmind | UX Planet : What Kind of Prototype Should You Create? | IxDF

Confirmation bias is the tendency to seek out and prefer information that supports our preexisting

beliefs, while ignoring or rejecting information that contradicts them. Confirmation bias can affect

the validity and reliability of user feedback, as it can lead to biased questions, selective

interpretation, and skewed results. To avoid confirmation bias in user feedback, Cloud Kicks can

follow these two strategies:

Interview users about the intended use of the product to support the questionnaire creation. This

can help Cloud Kicks to understand the user needs, expectations, and goals, and to design questions

that are relevant, clear, and unbiased. By interviewing users, Cloud Kicks can also avoid making

assumptions about the user behavior, p

, and pain points, and instead base their questions

on real user data and insights 1.

Diversify feedback by ensuring it features as many unique perspectives as possible. This can help

Cloud Kicks to reduce the risk of sampling bias, which occurs when the feedback is collected from a

group of users that is not representative of the target population. By diversifying feedback, Cloud

Kicks can capture a wider range of user opinions, experiences, and feedback, and avoid overlooking

or dismissing important user segments or viewpoints 2.

Reference: [How to Avoid Confirmation Bias in UX Research]

(https://www.smashingmagazine.com/2017/10/avoid-bias-ux-feedback/), [How to Avoid Sampling

Bias in User Research] (https://bing.com/search?q=confirmation+bias+in+user+feedback)

Voice and tone are two aspects of writing that affect how the reader perceives and responds to the

content. Voice is the consistent expression of the writer’s or the brand’s personality, values, and

attitude. Voice reflects who the writer or the brand is, and what they stand for. Tone is the variation

of the voice depending on the context, audience, and purpose of the content. Tone is the way in

which the writer or the brand speaks to the reader, and how they convey their emotions, intentions,

and expectations. Tone can change depending on the situation, the message, and the reader’s needs

and feelings12.

For example, at Salesforce, we have a voice that is friendly, helpful, and empowering. We use simple,

clear, and conversational language that shows our respect and appreciation for our customers,

partners, and community. We also use humor, metaphors, and storytelling to make our content

engaging and memorable. However, our tone can vary depending on the type and goal of the

content. For instance, when we write instructional content, such as Trailhead modules or user

guides, our tone is more informative, instructive, and supportive. We use active voice, imperative

mood, and positive feedback to guide the learner and encourage their progress. When we write

promotional content, such as blog posts or social media posts, our tone is more persuasive,

enthusiastic, and inspiring. We use rhetorical devices, emotional appeals, and calls to action to

attract the reader and motivate them to take action34.

Therefore, a UX Designer would differentiate between voice and tone by understanding that voice

reflects personality, and tone is the way in which one speaks. Reference: Voice and Tone - Lightning

Design System, How To Create a Voice and Tone Program For Your Brand | Salesforce, Learn Why We

Write the Way We Do Unit | Salesforce Trailhead, Write for Trailhead Unit | Salesforce Trailhead

Lightning console apps are designed to help users work faster and more efficiently by providing a

workspace where they can access multiple records and their related records on the same screen.

Users can complete actions with a single click, such as creating records, logging calls, sending emails,

and updating fields, without losing context or switching tabs. Lightning console apps also support

keyboard shortcuts, macros, and quick text to speed up common tasks. Lightning console apps are

especially useful for sales representatives who need to provide quick, competitive pricing and close

deals faster. They can also use Lightning console apps to view and manage their pipeline, collaborate

with team members, and track their performance. Organizing items in the utility bar and adding

records to Favorites are features that are available in any Lightning app, not just Lightning console

apps. Reference: Salesforce Console in Lightning Experience, Create and Edit a Custom Lightning

Console App, Create a Lightning Console App

Usability testing is a method of evaluating how easy and intuitive a product or service is to use by

observing real users performing specific tasks. It can help identify usability issues, user needs, and

user satisfaction. A goal of usability testing is to learn about the user’s behavior and p

,

such as how they interact with the design, what they expect from the design, what they like or dislike

about the design, and what they find confusing or frustrating about the design. By learning about the

user’s behavior and preferences, the UX designer can gain insights and feedback that can help

improve the design and enhance the user experience. Reference:

: User Experience Designer Certification Prep: Module 6: Validate User Interfaces

: What is Usability Testing?