QUESTION: 97

A UX Designer at Cloud Kicks (CK) isgoing to conduct discovery phase research to understand more about the customers' purchasing habits. They are interested in remotely observing customers' buying patterns over the course of a 2 month period.
Which research methodology should be used?

Usability Study
Focus Group
Diary Study
Survey

Answer(s): C

Explanation:

A diary study is a research methodology that involves asking participants to record their thoughts, feelings, behaviors, and activities over a period of time, usually in response to prompts or questions from the researcher. A diary study is suitable for Cloud Kicks (CK) to conduct discovery phase research to understand more about the customers' purchasing habits, as it will allow them to remotely observe customers' buying patterns over the course of a 2-month period. A diary study will also provide rich and contextual data on the customers' needs, preferences, motivations, and pain points, as well as the factors that influence their purchasing decisions.

Reference:

Salesforce User Experience Designer Exam Guide, Diary Studies: How to Conduct from Start-to-Finish

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QUESTION: 98

Cloud Kicks (CK) wants to determine whether or not the Experience Cloud site it is launching is intuitive. CK's UX Designer is going to conduct a usability study.
What shouldbe one of the first steps when planning this study?

Define the goals of the study.
Design changes to the site.
Design the information architecture.
Analyze the results of the study.

Answer(s): A

Explanation:

A usability study 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. One of the first steps when planning a usability study is to define the goals of the study, which are the questions that the UX designer wants to answer or the hypotheses that they want to test. The goals of the study will guide the selection of the participants, the tasks, the metrics, and the methods of the study. For example, if the goal of the study is to find out how users navigate the Experience Cloud site, the UX designer might choose to use a task-based usability test with eye- tracking and think-aloud techniques.

Reference:

: User Experience Designer Certification Prep: Module 4: Analyze User Research Data : User Experience Designer Certification Prep: Module 6: Validate User Interfaces

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QUESTION: 99

Cloud Kicks' support agents needto interact with customer information stored in several different objects when handling cases submitted from their web form. In which two ways could the agent experience be made more efficient? Choose 2 answers

Open links in new windows when agents click on details from case widgets.
Use Salesforce Flow to help complete fields required for case closure.
Design custom Lightning Web Components for the customer to complete.
Complete relevant information about the customer using Lightning Record Pages.

Answer(s): B,D

Explanation:

To make the agent experience more efficient when handling cases submitted from their web form, two possible ways are to use Salesforce Flow and to complete relevant information about the customer using Lightning Record Pages. Salesforce Flow is a tool that allows the designer to automate business processes by creating guided, visual workflows. Flows can help agents to complete fields required for case closure by providing them with screens, logic, and actions that guide them through the process. Lightning Record Pages are customizable layouts that display information about a specific record, such as a case or a customer. Record pages can help agents to access and update relevant information about the customer using components, tabs, and related lists. Record pages can also be personalized for different profiles, roles, and app contexts.

Reference:

: Flow Builder | Salesforce Help : UX Designer Certification Prep: Designing with Flow Builder | Trailhead : Lightning Record Pages | Salesforce Help : UX Designer Certification Prep: Designing with Lightning Record Pages | Trailhead

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QUESTION: 100

A UX Designer has been asked to optimize a Lightning app for screen reader-assisted accessibility.
How should the page be optimized?

Switch to a Lightning Console layout.
Place components in adjacent tabs.
Stackcomponents on the same page.
Use accordions to organize components.

Answer(s): D

Explanation:

Accordions are collapsible sections that can be used to separate different content areas. By using accordions, users can quickly navigate through the page and easily find thecontent that they need. The use of accordions also ensures that screen readers can access the content within each section, reducing the need for additional navigation. Additionally, a Lightning Console layout can be used to organize components, but this layout is optimized for customer service agents and not necessarily for screen reader users. Placing components in adjacent tabs or stacking them on the same page can make the page difficult to navigate and can make it difficult for screen readers to understand the page. For more information, see the Salesforce Accessibility Guide (https://help.salesforce.com/articleView?id=accessibility_overview.htm&type=5).

According to the Salesforce Lightning Design System, accordions are a good way to organize components on a page for screen reader-assisted accessibility. Accordions allow users to expand and collapse sections of content, which can help reduce cognitive load and scrolling. Accordions also provide a clear heading structure and keyboard navigation for each section. The other options are not recommended for screen reader-assisted accessibility, as they can create confusion, clutter, or inefficiency for users who rely on auditory feedback. For example, switching to a Lightning Console layout can make it harder for users to navigate between tabs and subtabs. Placing components in adjacent tabs can also increase the number of keystrokes and commands needed to access the information. Stacking components on the same page can create a long and overwhelming page that requires excessive scrolling and reading.

Reference:

Accordions - Lightning Design System, Lightning Console Apps - Salesforce Help, Tabs - Lightning Design System, Accessibility Standards - Salesforce Help

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