Pass the Salesforce Designers User-Experience-Designer Questions and answers with ExamsMirror

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, preferences, and behaviors of its customers, and to involve them in the design process 3.

The discovery phase is a crucial stage in any UX design project, as it helps to understand the user needs, business goals, and technical constraints of the problem1. The discovery phase typically involves various research methods, such as interviews, surveys, observations, and analytics, to gather data and insights about the users and the context of use2. The outputs of the discovery phase are artifacts that synthesize and communicate the findings and insights from the research. Some of the practices that should be considered for planning out the strategy for an upcoming discovery phase are:

Gather insight from end users: One of the main objectives of the discovery phase is to empathize with the end users and understand their goals, motivations, pain points, behaviors, and preferences. This can be done by conducting user research, such as interviews, surveys, focus groups, or usability tests, to collect qualitative and quantitative data from the target audience3. Gathering insight from end users helps to validate the assumptions and hypotheses about the problem and the solution, as well as to identify the user requirements and expectations for the design.

Establish the research plan and timeline: Before conducting any user research, it is important to establish a clear and realistic research plan and timeline. The research plan should define the research objectives, questions, methods, participants, and deliverables. The research timeline should specify the duration, frequency, and sequence of the research activities, as well as the deadlines and milestones for the deliverables4. Establishing the research plan and timeline helps to ensure that the discovery phase is well-organized, efficient, and effective, as well as to communicate the expectations and responsibilities to the stakeholders and the team members.

Understand the problem before moving to solutions: Another key practice for the discovery phase is to focus on understanding the problem before jumping to solutions. This means defining the problem statement, the scope, and the constraints of the project, as well as identifying the root causes, the symptoms, and the impacts of the problem. Understanding the problem before moving to solutions helps to avoid wasting time and resources on creating solutions that do not address the real needs and pain points of the users, or that are not feasible or viable for the business or the technology.

The other two options, considering platform-based before custom solutions and determining user acceptance criteria, are not practices that should be considered for planning out the strategy for an upcoming discovery phase. Considering platform-based before custom solutions is a practice that belongs to the design phase, not the discovery phase, as it involves choosing the best solution option based on the user research findings and the design principles5. Determining user acceptance criteria is a practice that belongs to the testing phase, not the discovery phase, as it involves defining the criteria that the solution must meet to be accepted by the users and the stakeholders6.

 The additional UX elements that should be reviewed to influence the brand experience are visual, content, and interaction design. These elements are essential for creating a consistent, engaging, and memorable user experience that reflects the company’s brand identity and values12.

Visual design refers to the use of colors, shapes, typography, images, icons, and other graphical elements to create a visual hierarchy, contrast, balance, and harmony on the page13. Visual design affects the user’s perception, emotion, and attention, and can communicate the brand’s personality, tone, and message13. For example, Cloud Kicks can use their logo, color scheme, and font to create a recognizable and distinctive visual identity for their portal landing page4.

Content design refers to the creation, organization, and presentation of text, audio, video, and other media to convey the brand’s value proposition, story, and information to the user15. Content design affects the user’s understanding, interest, and trust, and can communicate the brand’s purpose, benefits, and voice15. For example, Cloud Kicks can use clear, concise, and compelling headlines, subheadings, and body text to highlight their products, services, and customer testimonials on their portal landing page.

Interaction design refers to the design of the user interface elements, such as buttons, links, menus, forms, and sliders, that enable the user to interact with the page and perform tasks1 . Interaction design affects the user’s behavior, satisfaction, and feedback, and can communicate the brand’s functionality, usability, and responsiveness1 . For example, Cloud Kicks can use intuitive, consistent, and accessible navigation, search, and filtering options to help the user find what they are looking for on their portal landing page.

By reviewing and improving these UX elements, Cloud Kicks can ensure that their portal landing page delivers a positive and coherent brand experience to their users, and that their brand identity is translated into the user experience.

When interviewing or surveying users, the UX designer should be aware of the following response biases that can affect the accuracy of the data collected:

Social desirability bias: This is the tendency of respondents to answer questions in a way that they think will make them look good or conform to social norms and expectations. For example, when asked about their purchasing habits, respondents may underreport their spending on luxury items or impulse buys, or overreport their spending on charitable causes or environmentally friendly products. Social desirability bias can be reduced by ensuring anonymity and confidentiality, using indirect or less sensitive questions, or using implicit measures12.

Recency bias: This is the tendency of respondents to recall and emphasize the most recent events or experiences, rather than the ones that occurred earlier or more frequently. For example, when asked about their purchasing habits, respondents may base their answers on their last purchase or the last month, rather than their average or typical behavior over a longer period of time. Recency bias can be reduced by using specific and clear time frames, using multiple sources of data, or using longitudinal methods34.

Design tokens are the visual design atoms of the design system — specifically, they are named entities that store visual design attributes. We use them in place of hard-coded values (such as hex values for color or pixel values for spacing) in order to maintain a scalable and consistent visual system for UI development1. Design tokens are available for different platforms and frameworks, such as Lightning Web Components, Aura Components, CSS, iOS, and Android2. Design tokens can be customized to apply branding and theming to components and applications3. Utility classes are CSS classes that provide common styling properties, such as margins, padding, borders, and text alignment1. Design patterns are reusable solutions to common design problems, such as navigation, forms, and data visualization. References: Design Tokens - Lightning Design System, SLDS Design Tokens | Lightning Web Components Developer Guide | Salesforce Developers, Styling with Design Tokens - Salesforce Developers, [Design Patterns - Lightning Design System]

The best way to store the information of Cloud Kicks’ storage facilities in Salesforce is to use objects to represent storage facilities and fields to store facility details. This is because objects and fields in Salesforce are analogous to database tables and columns, respectively1. Each object contains a set of fields that store data values, and each record is an instance of an object1. Therefore, if Cloud Kicks wants to store the same information that they have in their Excel sheet, they can create a custom object called Storage Facility, and add fields for each detail that they want to track, such as location, capacity, inventory, and so on. Then, they can create records for each storage facility and populate the fields with the corresponding data. This way, they can store and manage their data in a structured and consistent way, and leverage the features and benefits of Salesforce, such as reports, dashboards, automation, and security23.

Using objects to represent facility details and fields to store storage facilities is not a valid option, as it does not make sense to use objects as data values. Objects are meant to represent entities or concepts, not attributes or properties1. Using objects to represent both storage facilities and facility details is also not a good option, as it would create unnecessary complexity and redundancy in the data model. Objects can be related to each other through various types of relationships, such as lookup, master-detail, or many-to-many4. However, in this case, there is no need to create a separate object for each facility detail, as they are not independent entities, but rather characteristics of the storage facilities. Creating a separate object for each detail would also require creating more fields, records, and relationships, which would increase the maintenance and storage costs, and reduce the performance and usability of the system5. References:

Learn All About Objects and Fields in Salesforce - Forcetalks

Mastering Salesforce CRM Administration - Packt Subscription

Overview of Salesforce Objects and Fields

Object Reference for the Salesforce Platform

Understand Custom & Standard Objects Unit | Salesforce Trailhead

A usability testing report is a document that summarizes the findings and insights from a usability test, which is a method of evaluating a product or service by observing how real users interact with it. A usability testing report should provide clear and actionable recommendations for improving the user experience and usability of the product or service1. One of the best practices for presenting the findings of a usability testing report is to be specific about the issues testers encountered. This means describing the problems in detail, explaining how they affected the user’s performance and satisfaction, and providing evidence from the data collected, such as quotes, screenshots, videos, or metrics. Being specific about the issues helps to illustrate the severity and impact of the problems, as well as to justify the need for improvement2.

The other two options, reporting only the new issues and omitting already known bugs, and including the names of participants in the report, are not good practices for presenting the findings of a usability testing report. Reporting only the new issues and omitting already known bugs can create a biased and incomplete picture of the usability test results, as it can overlook the recurring and persistent problems that may still affect the user experience and usability of the product or service. Including the names of participants in the report can violate the ethical and legal principles of user research, such as confidentiality, anonymity, and informed consent, which require protecting the privacy and identity of the users who participate in the research3.

To document user goals, common tasks, and pain points for a new service experience, the tool that a UX Designer should use is user personas. User personas are fictional representations of the target users, based on real data and research. User personas help the designer to understand the needs, motivations, behaviors, and expectations of the users, as well as their challenges and frustrations. User personas can also help the designer to prioritize features, create scenarios, and design solutions that are relevant and meaningful for the users. References: : UX Designer Certification Prep: Designing for User Research | Trailhead : User Personas | Salesforce Developer Guide

The alternative (alt) text is a short block of text that describes the content and function of an image or other non-text element on a web page. The alt text is read aloud by screen readers and other assistive technologies to provide access to people who cannot see the image. The alt text also helps with search engine optimization and displays on the page if the image fails to load1.

When designing a custom component that includes a clickable icon in a Lookup field, the alt text should be concise, descriptive, and meaningful. The alt text should convey the purpose and action of the icon, rather than its appearance or format. Therefore, the best option for the alt text of the icon is “Search button”, as it describes what the icon does and how the user can interact with it. The other options are not suitable for the alt text, as they either include unnecessary words, such as “image of” or “photo of”, or omit important information, such as “button”. For example, the option “Image of a search button” is redundant, as the screen reader will already announce that the element is an image. The option “Search” is incomplete, as it does not indicate that the element is a button that can be clicked. The option “Image of a magnifying glass” is irrelevant, as it describes the appearance of the icon, rather than its function.

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. References: 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