User-Experience-Designer Questions and Answers

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

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 preferences, 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. References:

• : User Experience Designer Certification Prep: Module 6: Validate User Interfaces
• : What is Usability Testing?

To create a custom app for a new team of service agents, a UX Designer could customize the following parts of the user interface:

• Tabs within the app’s navigation bar: This allows the UX Designer to select which tabs are visible and accessible for the app users, such as Accounts, Contacts, Cases, etc. It can help the UX Designer to tailor the app to the specific needs and tasks of the service agents.
• Page layouts of the records: This enables the UX Designer to control how the fields and related lists are arranged and displayed on the record detail pages, such as the Case page layout. It can help the UX Designer to optimize the information architecture and usability of the record pages for the service agents.
• Details to be shown in the records highlights panels: This allows the UX Designer to choose which fields and actions are shown in the highlights panel at the top of the record pages, such as the Case Number, Status, Priority, etc. It can help the UX Designer to emphasize the most important and relevant information and actions for the service agents.

References:

• : Tabs within the app’s navigation bar
• : Page layouts of the records
• : Details to be shown in the records highlights panels

A design thinking approach is a human-centered method for solving complex problems and creating innovative solutions. It involves understanding the needs and desires of the users, generating and testing multiple ideas, and iterating on the feedback and results. A design thinking approach can be divided into two types of thinking: divergent and convergent. Divergent thinking is the process of generating many possible solutions to a problem without judging or filtering them. It encourages creativity, exploration, and experimentation. Convergent thinking is the process of evaluating, selecting, and refining the best solution to a problem. It involves analysis, logic, and criteria. Divergent and convergent thinking are complementary and cyclical. They help the designer to expand the solution space and then narrow it down to the most feasible and desirable option. By using both types of thinking, the designer can encourage more creative problem-solving and avoid premature convergence or fixation on a single idea. Therefore, the best approach combination for the UX Designer at Cloud Kicks is divergent and convergent thinking. References: Trailhead: Design Thinking, Trailhead: Salesforce User Experience Designer Certification Prep, Divergent and Convergent Design Thinking

An App Builder styling property is a feature that allows a Lightning web component to expose CSS properties that can be set by an administrator in the Lightning App Builder. This way, theadministrator can customize the look and feel of the component depending on the context and use case. For example, a component can have a styling property for the background color, the font size, or the border radius. The administrator can then change these values in the App Builder without modifying the code of the component. References:

• [Create App Builder Styling Properties]

According to the Salesforce Trailhead, the Trusted Advisor persona spends 3+ hours a day maintaining relationships with existing customers. They upsell products, grow deals, and manage renewals. This persona also spends time prospecting for new opportunities in existing accounts and gathering requirements from prospects1

Therefore, the key business process that defines their work and should be analyzed to make sure the delivered experience fits their needs is maintaining relationships with existing customers. This process involves understanding the customer’s needs, goals, expectations, and satisfaction, as well as providing them with relevant solutions, support, and value. The UX Designer should focus on creating a user interface that enables the Trusted Advisor to easily access and update customer information, communicate and collaborate with customers, and track and measure customer loyalty and retention23

• Managing sales pipeline and forecasting: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Data Expert persona. The Data Expert persona spends 3+ hours a day on reporting and sales forecasting. They also spend 1–3 hours managing the sales pipeline and tools for the sales team1
• Customizing and administering Salesforce: This is not the key business process that defines the work of the Trusted Advisor persona, but rather the Sales Leader persona. The Sales Leader persona spends most of their day managing, coaching, and training sales reps. They also spendtime managing tools and processes for sales reps, which includes customizing and administering Salesforce1

References:

• Learn About Sales Cloud Personas Unit | Salesforce Trailhead
• How to Increase Your Sales with Personas for Salesforce Users | RTS Labs
• How to Use Journey Mapping to Improve Employee Engagement

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?

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.

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

The best option to simplify working with SLDS in Lightning Components is to install SLDS Validator extension for VS Code. This extension (salesforcedx-vscode-slds) scans the markup of the components, validates it against the SLDS documentation, and provides suggestions onhow to improve the code1. It also offers syntax highlighting, code completion, and context awareness for SLDS tokens and utility classes1. By using this extension, the development team can avoid CSS conflicts, follow SLDS best practices, and create consistent and accessible components2.

Installing SLDS creator from AppExchange is not a valid option, as there is no such app available on the AppExchange. The AppExchange is a marketplace for Salesforce apps, components, and consulting services, not for VS Code extensions3.

Installing Lightning Design System Plugin for Sketch is also not a valid option, as it is not related to VS Code or Lightning Components. Sketch is a design tool that allows users to create wireframes, mockups, and prototypes4. The Lightning Design System Plugin for Sketch is a plugin that provides SLDS components, icons, and styles for Sketch users. It can help designers to create consistent and compatible designs, but it cannot help developers to work with SLDS in VS Code.

References:

• SLDS Validator - Visual Studio Marketplace
• SLDS Validator for VS Code - Lightning Design System
• AppExchange: Salesforce’s Leading Enterprise Cloud Marketplace
• Sketch — The digital design toolkit
• [Lightning Design System Plugin for Sketch]

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]

Compact display density is a global user interface setting that allows users to view more content on every screen by reducing the amount of space between page elements and aligning the field labels to the left of the fields. Compact display density is suitable for text information-rich Salesforce orgs, such as Cloud Kicks, that want to maximize the use of limited screen space on laptops. Compact display density can be set as the default for the org by the system admins, or chosen by individual users from their profile menu1.

Comfy display density is another global user interface setting that provides a spacious view with labels on the top of fields and more space between page elements. Comfy display density is suitable for orgs that want to emphasize readability and clarity, or that have more complex or interactive fields. Comfy display density is not the best option for Cloud Kicks, as it would reduce the amount of content that can be displayed on each screen1.

Enable collapsible sections is a feature that allows users to collapse or expand sections on a record page layout. Collapsible sections can help users focus on the most relevant information and reduce scrolling. However, collapsible sections are not a global user interface setting, but a page layout option that can be configured by the admins. Collapsible sections can be used in combination with either comfy or compact display density, but they do not affect the alignment of the field labels or the spacing between the page elements2.

References: 1: Personalize Lightning Experience Display 2: Collapsible Sections in Lightning Experience Record Pages

 The two Salesforce features that should be suggested to improve the end-user experience are:

• Favorite the often-used object. This feature allows the users to bookmark the object’s tab and access it quickly from the Favorites menu in the header. This way, the users do not have to search for the object in the App Launcher or switch to a different app to use it.
• Personalize the navigation bar. This feature allows the users to customize the navigation bar in their Lightning app by adding, removing, or reordering the items. This way, the users can add the object they often use to their navigation bar and access it easily from any page in the app.

References:

• : Favorites in Lightning Experience
• : Personalize Your Navigation Bar

 A journey map is a visual representation of the steps, emotions, and pain points that a user goes through when interacting with a product or service. A journey map can help the UX Designer understand the user’s needs, goals, expectations, and frustrations, and identify opportunities for improvement or innovation12

Creating a journey map together with employees from different departments is a strategy that can strengthen employee relationships the most, because it can:

• Foster collaboration and communication: Inviting employees from different departments to create a journey map can help them share their perspectives, insights, and ideas, and learn from each other. This can also help them align on a common vision and goal, and build trust and respect among the team members34
• Increase engagement and ownership: Inviting employees from different departments to create a journey map can help them feel more involved and invested in the design process and the outcome. This can also help them develop a sense of ownership and responsibility for the product or service, and increase their motivation and satisfaction34
• Enhance creativity and innovation: Inviting employees from different departments to create a journey map can help them generate more diverse and creative solutions, as they can leverage their different skills, experiences, and backgrounds. This can also help them challenge their assumptions and biases, and explore new possibilities and opportunities34
• Create a first draft in a design team and then share it for feedback with employees: This is not a strategy that can strengthen employee relationships the most, because it can create a sense of exclusion and hierarchy among the employees. The design team may appear to be the sole authority and decision-maker, while the other employees may feel like passive observers or critics. This can also limit the diversity and quality of the feedback, as the employees may not have enough context or understanding of the design process and the user’s needs34
• Send an anonymous survey to collect ideas from across the whole company: This is not a strategy that can strengthen employee relationships the most, because it can reduce the interaction and connection among the employees. An anonymous survey may not allow the employees to express their thoughts and feelings fully, or to receive any feedback or recognition for their contributions. This can also make the employees feel detached and indifferent about the design process and the outcome34

References:

• Create a Journey Map Unit | Salesforce Trailhead
• How to Create a Customer Journey Map - UX Mastery
• How to Use Journey Mapping to Improve Employee Engagement
• How to Use Journey Mapping to Drive Collaboration and Innovation

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]

To track and measure the adoption of the new process, CK should use the following Salesforce tools:

• User Engagement Dashboard and Report: This tool provides insights into how users are interacting with Salesforce, such as the number of logins, page views, actions, and time spent. It can help CK identify which users are adopting the new process and which ones need more training or support.
• Salesforce Surveys for user Satisfaction: This tool allows CK to create and send surveys to its customer service representatives to collect feedback on the new process, such as their satisfaction, challenges, and suggestions. It can help CK measure the impact of the new process on the user experience and satisfaction.
• Chatter polls: This tool enables CK to create and post simple polls on Chatter to gather quick opinions or preferences from its customer service representatives. It can help CK engage with its users and get their input on the new process.

References:

• : User Engagement Dashboard and Report
• : Salesforce Surveys for user Satisfaction
• : Chatter polls

The design should be optimized for color contrast-ratio and screen-reading technology, as these are the best practices for designing for visually impaired people12. Color contrast-ratio is the difference in brightness and color between the foreground and the background of a text or an image3. A high color contrast-ratio makes the text or the image more visible and readable for people with low vision or color blindness4. Screen-reading technology is a software that converts text and images on a screen into speech or braille output for people who are blind or have severe vision loss. A design that is compatible with screen-reading technology ensures that the content and functionality of the product are accessible and understandable for these users. References: Accessibility Standards - Salesforce Help, How to Configure Salesforce for your Blind and Low Vision Users - Salesforce Admins, Color Contrast Ratio - WebAIM, Color Contrast Checker - WebAIM, [Screen Readers - WebAIM], [Screen Reader User Survey #8 Results - WebAIM]

The correct answer is B. When designing for a visually impaired audience, it is important to optimize for color contrast-ratio and screen-reading technology. This will ensure that the design is accessible to those with visual impairments. Color contrast-ratio ensures that the text is easily readable, while screen-reading technology allows people with visual impairments to access the content on the website using a screen reader. Additionally, Salesforce has some great resources on designing for accessibility, such as their Accessibility Design Guide [1] and their Accessibility Best Practices [2].

[1] https://www.salesforce.com/content/dam/web/en_us/www/documents/salesforce-accessibility-design-guide.pdf [2]  https://developer.salesforce.com/docs/atlas.en-us.salesforce_accessibility_best_practices.meta/salesforce_accessibility_best_practices/accessibility_best_practices_intro.htm

To optimize Salesforce for the IT help desk team at Cloud Kicks, enabling them to quickly resolve queued cases, adding a List View component to the home page is the most effective approach because:

• Customization and Relevance:A List View component can be customized to show a list view that is specifically filtered to display cases that are both assigned to the team members and are currently open. This ensures that team members immediately see the most relevant cases as soon as they log in, without needing to navigate through the Salesforce interface.
• Efficiency:Having this component on the home page saves time and clicks, making the process of identifying and accessing pending cases more efficient, which is crucial for quickly resolving issues.

While options A (Case Assignment component) and C (Case inbox component) could also present cases to team members, the List View component's ability to be customized with specificfilters offers a more targeted approach to showing the most pertinent cases directly on the home page.

References:For more details on optimizing Salesforce for specific team roles, Salesforce's Help Documentation and Developer Guides offer extensive resources on using components like List Views to enhance user experience and efficiency. These guides provide step-by-step instructions on customizing the Salesforce interface to meet the needs of different teams within an organization.

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

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

A Salesforce Console application is designed to optimize the user experience for service representatives who work on multiple records and tasks at the same time. The console navigation features allow the user to access multiple records and related information in a single screen, without switching back and forth between tabs or windows. The features that are relevant to the designer recommendation are:

• More than one detail item can be open at a time. This allows the user to work on multiple records simultaneously and switch between them easily.
• Multiple subtabs can be beneath a single parent record. This allows the user to view and access related information, such as activities, emails, notes, and attachments, without leaving the parent record.
• A split list of records and individual record detail can be seen on the same screen. This allows the user to browse through a list of records, such as a queue or a report, and see the details of the selected record on the same screen.

The feature that is not relevant to the designer recommendation is:

• Service representatives with lower resolution monitors will have a better user experience. This is not true, because a Salesforce Console application requires a minimum screen resolution of 1024 x 768 pixels to display properly. Users with lower resolution monitors may experience scrolling issues or truncated information.

References: What Features Are Available in Lightning Console Apps?, Personalize the Navigation Menu for Lightning Console Apps, Navigate Around

Asking the user to think aloud during a user task has the following benefits12:

• A. No special equipment needed. Thinking aloud is a simple and low-cost method that does not require any special equipment or software. The user only needs a microphone or a phone to record their voice, and the tester only needs a way to listen and observe the user’s actions.
• D. Flexibility. Thinking aloud is a flexible method that can be applied to various types of tasks, products, and platforms. It can also be conducted remotely or in-person, synchronously or asynchronously, moderated or unmoderated, depending on the needs and preferences of the tester and the user.
• E. Raw stream of thought. Thinking aloud provides a raw and rich stream of data that reveals the user’s thoughts, feelings, expectations, assumptions, motivations, and frustrations as they interact with the product. It can help the tester to understand the user’s mental model, decision-making process, and satisfaction level.

References: Thinking Aloud: The #1 Usability Tool, Thinking Aloud: What is it and for which digital product is it worthwhile?

Einstein Bots and Automated Invitations are two Salesforce features that can boost engagement on Cloud Kicks’ website. Einstein Bots are chatbots that can provide automated and personalized responses to customers’ questions and requests on the website. They can also escalate complex cases to human agents, collect feedback, and provide recommendations. Einstein Bots can help Cloud Kicks to improve customer satisfaction, reduce wait times, and increase conversions 1. Automated Invitations are pop-up messages that invite website visitors to start a chat or video call with a service agent. They can be triggered by various criteria, such as time spent on the website, page visited, or customer profile. Automated Invitations can help Cloud Kicks to proactively engage with potential customers, offer assistance, and generate leads 2. References: [Einstein Bots Basics] (https://ascendix.com/blog/salesforce-sales-engagement/), [Set Up Automated Chat Invitations] (https://bing.com/search?q=Salesforce+features+to+boost+engagement)

To customize the theme in the external customer support site to match the style guide requirements, the recommended next step is to configure the Experience Builder Theme panel. The Theme panel allows the designer to customize the look and feel of the site by setting the logo, colors, fonts, and other branding elements. The designer can also create custom themes and assign them to different pages or audiences. The Theme panel is the preferred way to apply consistent branding across the site without writing any code or overriding any styles. References: : Theme Panel | Salesforce Help : UX Designer Certification Prep: Designing with Experience Builder | Trailhead

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

 The three considerations that should be made to improve the visual hierarchy of the page are:

• Grouping proximity and common regions. This principle states that elements that are close together or share a common boundary are perceived as belonging to the same group. This helps to create a sense of order and organization on the page and reduce the visual clutter.
• Scale using relative size to signal importance. This principle states that elements that are larger are perceived as more important or prominent than elements that are smaller. This helps to create a contrast and focus on the page and guide the user’s attention to the most relevant information.
• Color and contrast, saturation between the elements. This principle states that elements that have different colors or contrast levels are perceived as distinct or separate from each other. This helps to create a variety and interest on the page and highlight the differences or similarities between the elements.

References:

• : Visual Hierarchy
• : Gestalt Principles

 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)

A top-of-page validation is a type of validation rule that displays an error message at the top of the page when a user tries to save a record that does not meet certain criteria. A field validation is a type of validation rule that displays an error message next to a specific field when a user tries to save a record that does not meet certain criteria. The advantage of using field validations over top-of-page validations is that they provide more clarity and guidance to the user about which fields need to be corrected and why. They also reduce the cognitive load and the scrolling effort for the user, as they can see the error message right next to the field they are editing. Therefore, to help the Client Service team at Cloud Kicks efficiently find the correct fields when editing an order record, the UX designer should replace the top-of-page validation with two field validations, assigning the respective fields that are required to validate and save the order changes. References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : User Experience Designer Certification Prep: Module 7: Implement User Interfaces
• : Validation Rules

In the context of an existing Customer Experience Cloud portal that is already performing well, the goal is to further increase customer engagement by adding elements that encourage interaction and participation. Recognizing peers with badges is a highly effective way to achieve this because:

• Personalization and Gamification:Badges introduce an element of gamification and personalization, which can significantly increase engagement. Users are motivated to participate and contribute to the community when they see a tangible recognition of their efforts and achievements.
• Community Building:Recognizing contributions with badges helps in building a stronger community by highlighting active members and encouraging others to contribute. It fosters a sense of belonging and appreciation among users.

While personalized branding (option A) and customizing page layouts (option B) can enhance the user experience, they do not directly incentivize user interaction and contribution as effectively as recognizing contributions through badges does.

References:For insights on implementing badges and gamification strategies in Salesforce Experience Cloud portals, Salesforce's official documentation and community resources offer guidelines and best practices. These resources discuss various ways to enhance user engagement and community building within the Salesforce ecosystem.

 To create a unique experience for each audience that includes colors, images, and typography, the recommended out-of-the-box design approach is to use branding sets and assign them to each audience using audience targeting. Branding sets are collections of branding attributes, such as logos, fonts, colors, and images, that can be applied to a site or a page to customize its look and feel. Audience targeting is a feature that allows the designer to deliver different content and experiences to different groups of users based on criteria such as profile, location, or behavior. By creating branding sets and assigning them to each audience using audience targeting, the designer can easily create aunique and consistent experience for each audience without creating separate sites or custom themes. References: : Branding Sets | Salesforce Help : Audience Targeting | Salesforce Help : UX Designer Certification Prep: Designing with Experience Builder | Trailhead

The best approach for Cloud Kicks to create a unique look and feel for each audience is to create branding sets and assign them to each audience using audience targeting. With this approach, the same website can be used for both audiences, whilethe look and feel of each page can be tailored to each audience.

Branding sets allow you to create unique designs and apply them to specific audiences. You can create unique colors, images, and typography for each audience and then target them to the appropriate audiences using the audience targeting feature. This will ensure that each audience has a unique look and feel that meets their needs.

References: [1] https://help.salesforce.com/articleView?id=siteforce_editing_audience_targeting.htm &type=5 [2] https://help.salesforce.com/articleView?id=siteforce_branding_sets.htm &type=5 [3] https://help.salesforce.com/articleView?id=siteforce_creating_branding_sets.htm &type=5

 The best way for the designer to help mitigate pushback from developers is to work together on setting up UX Indicators. UX Indicators are a set of metrics that measure the user experience of a product or feature, such as usability, satisfaction, engagement, and adoption1. By working together on setting up UX Indicators, the designer and the developers can align on the goals and expectations of the design changes, and use data and evidence to evaluate their impact. This can help to reduce the subjective opinions and assumptions that might cause pushback, and foster a collaborative and user-centered culture. Sharing research notes from previous projects with them (A) might not be very helpful, as the research might not be relevant or applicable to the current project, and the developers might not trust or understand the research methods or findings. Getting buy-in from the development lead first and let them persuade others (B) might not be very effective, as it might create a top-down or hierarchical approach that does not involve the developers in the design process, and might make them feel excluded or ignored. References:

• UX Designer Certification Prep: UX Indicators

The best approach to enable partners to quickly browse and see their opportunities segmented by key attributes is to configure a pre-filtered opportunity list view for each key attribute with the partner group. This way, the partners can easily access the list views that show only the opportunities that match the criteria, such as closing within 2 weeks or valued at more than $100,000. Creating a custom Lightning Web Component using a data table for each key attribute (A) might be too complex and time-consuming, and it might not be compatible with the Experience Builder. Allowing each user to create a filter for each key attribute and link to the opportunities list view (B) might be too tedious and inconsistent, and it might not provide a quick and easy way to browse the opportunities. Configuring a pre-filtered opportunity list view for each key attribute with the partner group © is a simple and effective solution that leverages the existing functionality of the Experience Builder and the list view component12. References:

• List View Component | Salesforce Experience Cloud
• Create and Edit List Views | Salesforce Help

According to the Web Content Accessibility Guidelines (WCAG) 2.1, the minimum color contrast ratio for normal text is4.5:11. This means that the difference in brightness (luminance) between the text color and the background color should be at least 4.5 times.This ensures that the text is readable by people with moderately low vision, color deficiencies, or contrast sensitivity1. The contrast ratio can be calculated using the formula:

L2​+0.05L1​+0.05​

whereL1​is the relative luminance of the lighter color andL2​is the relative luminance of the darker color2.The relative luminance is a value between 0 and 1, where 0 is black and 1 is white2.The contrast ratio can range from 1:1 (white on white) to 21:1 (black on white)2.

The contrast ratio requirement for normal text is lower for larger text or bold text, as they are easier to read at lower contrast.For large text (18 point or 14 point bold), the minimum contrast ratio is3:11.For graphics and user interface components, such as form input borders, the minimum contrast ratio is also3:13.For level AAA conformance, the minimum contrast ratio for normal text is7:1and for large text is4.5:11.

To evaluate the color contrast ratio of a site, there are various tools available, such as theContrast Checkeror theContrast Ratiotool. These tools allow users to enter the text color and the background color and see the contrast ratio and whether it meets the WCAG guidelines. They also provide suggestions for improving the contrast ratio if needed.

References:

• Understanding Success Criterion 1.4.3: Contrast (Minimum)
• Contrast Ratio - WCAG Color Contrast Checker
• WebAIM: Contrast Checker
• WCAG: Accessible colour and contrast ratios
• Contrast ratio - WCAG WG

Cloud Kicks’ new design solutions would be described by the conceptual approach of desirable, feasible, and viable. This approach is based on the human-centered design (HCD) methodology, which aims to create solutions that meet the needs, preferences, and expectations of the users or customers, while also being technically possible and economically sustainable. HCD is a creative problem-solving process that starts with identifying the user’s problems and ends with creating solutions that address them. The desirable, feasible, and viable framework helps designers evaluate their solutions according to these three criteria:

• Desirable: A solution that people want or need, that solves a real problem for them, and that provides a meaningful and relevant experience.
• Feasible: A solution that can be created with new or existing technology, that is within the scope and capabilities of the organization, and that can be tested and validated.
• Viable: A solution that fits the organization’s business model, that generates value for the stakeholders, and that is sustainable in the long term.

By applying this framework, Cloud Kicks can ensure that its new design solutions for its sales processes in Salesforce are not only user-friendly, but also technically sound and profitable. This can help Cloud Kicks achieve its business goals, while also delivering more satisfying and delightful customer experiences.

References:

• Explore Human-Centered Design
• IDEO’s Desirability, Viability, Feasibility Framework: A Practical Guide

Personalized Navigation Tabs are a navigational feature that allows the users to customize the navigation bar of the Salesforce mobile app with the items that they use most frequently. Users can add, remove, and reorder the tabs in the navigation bar, and access them with a single tap. Users can also mark their favorite items with a star icon, and access them from the Favorites tab. Personalized Navigation Tabs can help Cloud Kicks (CK) employees to quickly access the apps, objects, and other items that they need in the Salesforce mobile app12

• Console Navigation is a navigational feature that allows the users to work with multiple records and objects on a single screen in the Salesforce desktop app. Console Navigation is not available in the Salesforce mobile app, and it is not suitable for providing quick access to apps, objects, and other items3
• Utility Bar is a navigational feature that allows the users to access common productivity tools, such as notes, history, or macros, from a fixed footer at the bottom of the Salesforce desktop app. Utility Bar is not available in the Salesforce mobile app, and it is not suitable for providing quick access to apps, objects, and other items4

References:

• Personalize Your Navigation Bar in the Salesforce Mobile App - Salesforce Help
• Personalize Your Navigation Bar in the Salesforce Mobile App Unit | Salesforce Trailhead
• Console Navigation - Salesforce Help
• Utility Bar - Salesforce Help

The Console is a tab-based workspace that allows users to access multiple records and related information on a single screen. This can help users who need to switch between different records quickly and easily, without losing context or wasting time. For example, a salesperson who needs to compare different opportunities, check account details, or update contact information can benefit from using the Console. The Standard Salesforce Navigation, on the other hand, only allows users to open one record at a time, which can be limiting for some use cases. References: : Salesforce Console : Explore the Service Console

Online surveys are a testing approach that allows a UX Designer to remotely collect feedback from hundreds of users on tasks or activities that do not require much imagination or emotion. Online surveys are useful for gathering quantitative data, such as ratings, rankings, preferences, and satisfaction levels. Online surveys are also relatively easy and inexpensive to administer and analyze. Usability studies and A/B testing are testing approaches that require more interaction and observationfrom the UX Designer and the users, and are more suitable for tasks or activities that involve more complexity, creativity, or emotion. References: [Online Surveys], [Usability Studies], [A/B Testing]

 Two best practices that should be considered when using a custom Lightning component to fulfill a specific business requirement are:

• Find the closest Salesforce Lightning Design System (SLDS) Blueprint to help inform the custom Lightning component. The SLDS is a collection of design guidelines, UI components, and code samples that help you create consistent and beautiful user interfaces for Lightning applications. The SLDS Blueprints are examples of common UI patterns and components that are built with the SLDS and follow the design principles and best practices. The Blueprints can help you inform the custom Lightning component by providing inspiration, guidance, and code snippets that you can modify and reuse. The Blueprints can also help you ensure that the custom Lightning component is compatible and consistent with the rest of the Lightning application and the Salesforce platform. [UX Designer Certification Prep: Salesforce Design System], Lightning Design System Website
• Exhaust the list of available base Lightning components in the Component Library. The base Lightning components are a set of pre-built UI components that you can use to create custom Lightning components. The base Lightning components are built with the SLDS and provide the functionality and interactivity that you need for common UI elements, such as buttons, icons, forms, tables, charts, and more. The base Lightning components also handle the accessibility, security, and performance aspects for you, so you don’t have to worry about them. The Component Library is a reference guide that provides documentation and examples for the base Lightning components, as well as other Lightning web components and Aura components. The Component Library can help you explore the list of available base Lightning components and see how they work and how to use them. The Component Library can also help you avoid reinventing the wheel and save time and effort by using the base Lightning components as much as possible, and only creating custom Lightning components when there is no suitable base Lightning component for your requirement. [UX Designer Certification Prep: User Testing and Evaluation], Developer Center’s Lightning Component Library

Prioritizing Aura markup even if there is a Lightning Web Component (LWC) available, and creating HTML markup and linking the SLDS stylesheet via static resource are not best practices that should be considered when using a custom Lightning component to fulfill a specific business requirement. These practices can lead to suboptimal performance, maintainability, and compatibility issues for the custom Lightning component. Aura markup is the older syntax for creating Aura components, which are the predecessor of Lightning web components. Lightning web components are the newer and faster way of creating custom UI components for Lightning applications, using modern web standards and best practices. Lightning web components also have better interoperability and compatibility with Aura components and other web components, as well as with the base Lightning components and the SLDS. Therefore, it is recommended to use Lightning web components over Aura components whenever possible, and to use LWC markup instead of Aura markup for creating custom Lightning components. [UX Designer Certification Prep: User Testing and Evaluation], Lightning Web Components Developer Guide

Creating HTML markup and linking the SLDS stylesheet via static resource is also not a recommended practice for creating custom Lightning components, because it can create unnecessary complexity and duplication for the custom Lightning component. A static resource is a file or a collection of files that can be referenced by a Lightning component, such as images,style sheets, JavaScript libraries, or fonts. However, linking the SLDS stylesheet via static resource means that you have to manually download and upload the SLDS files to your org, and update them whenever there is a new version of the SLDS. This can create maintenance and compatibility issues for the custom Lightning component, as

Two resources that can help a UX Designer to explore sample code for Lightning components and see how changing the code affects the visual appearance in real time, without deploying any code to a Salesforce org, are:

• Lightning Design System Website. The Lightning Design System website is a resource that provides design guidelines, UI components, and code samples for building Lightning applications. The website also features a live code editor that allows the designer to edit and preview the code for Lightning web components and Aura components, and see the changes reflected in the browser instantly. The live code editor also provides syntax highlighting, auto-completion, and error checking features. The designer can use the Lightning Design System website to experiment with different code snippets and learn how to apply the design principles and best practices for Lightning components. Lightning Design System Website, [UX Designer Certification Prep: Salesforce Design System]
• Local Development Server. The Local Development Server is a resource that allows the designer to build, run, and test Lightning web components without deploying them to a Salesforce org. The Local Development Server is a CLI plug-in that creates a local web server that serves the Lightning web components from the local file system. The designer can use the Local Development Server to edit the code for Lightning web components in their preferred code editor, such as Visual Studio Code, and see the changes updated in the browser automatically. The Local Development Server also supports hot reloading, which preserves the component state and the browser session during code changes. The designer can use the Local Development Server to speed up the development and testing process and to debug thecode for Lightning web components. Local Development Server, [UX Designer Certification Prep: User Testing and Evaluation]

The Lightning Web Component Recipes App and the Developer Center’s Lightning Component Library are not resources that can help a UX Designer to explore sample code for Lightning components and see how changing the code affects the visual appearance in real time, without deploying any code to a Salesforce org. The Lightning Web Component Recipes App is a sample application that showcases the functionality and best practices for Lightning web components. The Developer Center’s Lightning Component Library is a reference guide that provides documentation and examples for Lightning web components and Aura components. However, neither of these resources allow the designer to edit and preview the code in real time, as they require the code to be deployed to a Salesforce org or a scratch org first. Lightning Web Component Recipes App, Developer Center’s Lightning Component Library, [UX Designer Certification Prep: User Testing and Evaluation] References: Lightning Design System Website, Local Development Server, Lightning Web Component Recipes App, Developer Center’sLightning Component Library, [UX Designer Certification Prep: Salesforce Design System], [UX Designer Certification Prep: User Testing and Evaluation]

 A deal closer is someone who is responsible for closing sales deals with prospects and customers. They need to update existing prospect and customer records to keep track of their interactions and status. They also need to log activities such as calls, emails, and notes to document their communication and follow-ups. They also need to review and work through their list of leads or opportunities to prioritize their tasks and identify the best prospects to focus on. These activities are essential for a deal closer to manage their pipeline and achieve their sales goals. Creating cases from issues and customizing and administering Salesforce are not activities that a deal closer would do each day. These are more likely to be done by a customer service agent or a Salesforce administrator, respectively. References: [Salesforce Certified User Experience Designer Exam Guide], [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Roles and Personas]

The best ways to analyze and implement feature enhancements as a result of user acceptance testing are:

• A. Determine the change in scope and impact of each enhancement request. This will help to evaluate the feasibility, priority, and effort of each request, and to communicate the expectations and trade-offs to the stakeholders1.
• C. Reduce unexpected results by configuring and testing in a sandbox. A sandbox is a copy of the production environment that allows testing and development without affecting the live data and users2. By using a sandbox, the feature enhancements can be tested and validated before deploying them to the production environment3.
• E. Create a prioritization list and perform a feasibility analysis. This will help to rank the enhancement requests based on their value, urgency, and complexity, and to determine which ones are feasible to implement within the given time and budget constraints4.

References: Salesforce User Experience Designer Exam Guide, What is a Sandbox?, Test New Features Before a Release, Prioritize User Needs

A moderated usability study is a type of user research where the UX Designer interacts with the participants as they perform tasks on the prototype solution. The designer can ask follow-up questions to obtain further information about the issues participants may encounter, such as why they made certain choices, how they felt about the experience, and what they would like to see improved. This can help the designer gain deeper insights into the user needs, preferences, and pain points, as well as validate or invalidate their design assumptions. A moderated study also allows the designer to clarify any confusion or ambiguity that the participants may have during the session, and to adjust the tasks or scenarios as needed. References:

• [User Experience Designer Certification Prep: Conduct User Research]
• [User Experience Designer Certification Prep: Analyze User Research]
• [User Experience Designer Certification Prep: Validate Solutions]

 The Salesforce Lightning Design System (SLDS) is a collection of design resources that help create consistent and beautiful user interfaces across various platforms. The SLDS includes base components, tokens, design patterns, icons, fonts, and more, that follow the design principles and best practices of Lightning Experience. The SLDS can be used on the following three platforms:

• Visualforce: Visualforce is a framework that allows developers to create custom user interfaces for web and mobile applications on the Salesforce platform. Visualforce pages can leverage the SLDS styles to match the look and feel of Lightning Experience, without writing any CSS code. By adding the attribute lightningStylesheets="true" to the  tag, Visualforce pages can automatically transform the standard Visualforce components into their SLDS equivalents12.
• Heroku: Heroku is a cloud platform that supports various languages and frameworks, such as Node.js, Java, or PHP. Heroku applications can leverage the SLDS resources, such as the base components, the tokens, and the design patterns, to create web applications that have a consistent Lightning Experience look and feel. Heroku applications can also use the Lightning Out feature to embed Lightning components into their pages, and use the Lightning Web Components framework to create reusable UI elements34.
• Azure: Azure is a cloud platform that offers various services and tools for building, deploying, and managing applications. Azure applications can leverage the SLDS resources, such as the base components, the tokens, and the design patterns, to create web applications that have a consistent Lightning Experience look and feel. Azure applications can also use the Lightning Out feature to embed Lightning components into their pages, and use the Lightning Web Components framework to create reusable UI elements56.

References:

• [Lightning Stylesheets for Visualforce | Salesforce Trailhead]1
• [Lightning Stylesheets for Visualforce | Salesforce Developers]2
• [Build Apps with Lightning Design System | Salesforce Trailhead]3
• [Lightning Web Components | Salesforce Developers]4
• [Salesforce Lightning Design System for Azure Web Apps | Microsoft Azure]5
• [Lightning Web Components and Azure | Salesforce Developers]6

A heuristic evaluation is a method of inspecting the usability of an interface by comparing it to a set of general principles or heuristics. It can help identify potential problems and areas for improvement in the design. A heuristic evaluation is usually done before creating any prototypes, as it can provide insights and guidance for the design process. A low-fidelity prototype is a rough sketch or mockup of an interface that can be used to test and validate design ideas with users. It is usually created after conducting some research and analysis of the user needs and goals. A design template is a pre-made layout or structure that can be used to create an interface. It can help save time and ensure consistency in the design, but it may not suit the specific needs and preferences of the users or the business. A design template is usually applied after defining the content and functionality of the interface. References:

• [Heuristic Evaluation]: This is a Trailhead module that explains what a heuristic evaluation is, how to conduct one, and how to use the results to improve the design of an interface.
• [Low-Fidelity Prototyping]: This is a Trailhead module that covers the benefits and best practices of creating and testing low-fidelity prototypes with users.
• [Design Templates]: This is a Trailhead module that introduces the concept of design templates and how to use them in Experience Cloud.

The principle that would represent Cloud Kicks’ company strategy is prioritizing engagement over number of impressions. This principle is based on the intention mindset of Relationship Design, which means engaging with clear purpose and focusing on the quality of interactions rather than the quantity1. Reframing products in terms of outputs over outcomes (A) is not a Relationship Design principle, as it does not consider the value or impact of the products for the customers. Highlighting product benefits over uncovering customer needs © is also not aRelationship Design principle, as it does not show empathy or understanding of the customers’ problems or goals. References:

• Embrace the Relationship Design Mindsets Unit | Salesforce Trailhead

The best way to achieve the requirement of having a flag field on the case object that marks a case as sensitive and can be viewed by all users who have access to the case but only be edited by the assigned case assessor is to create a custom Lightning component. A custom Lightning component can use the Lightning Data Service to access the case record and its fields, and apply conditional rendering and editing logic based on the user’s role and the case assessor field. This way, the flag field can be displayed to all users who can view the case, but only be editable by the user who is the case assessor. This solution also follows the principle of designing for performance and scalability, which is one of the learning objectives for the Salesforce User Experience Designer certification. References: [Create Custom, Reusable Lightning Components], [Lightning Data Service Basics], [Design for Performance and Scalability]

https://trailhead.salesforce.com/en/content/learn/modules/lex_dev_lc_basics/lex_dev_lc_basics_intro : https://trailhead.salesforce.com/en/content/learn/modules/lightning_data_service/lightning_data_service_intro : https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-performance-and-scalability

 Screen flow is a Salesforce functionality that allows the UX Designer to create interactive workflows for the users with just a few clicks. With screen flow, the UX Designer can create step-by-step workflows that include screens for data entry, decision points based on user input, and automated actions based on their responses. Screen flow can make the user experience more engaging by presenting the users with what they need, when they need it, and using their input to guide them and automate their tasks. Screen flow can also be customized and embedded in various ways, such as on a Lightning page, a button, a utility bar, or an Experience Cloud page123

• Lightning Survey is a Salesforce functionality that allows the UX Designer to create and distribute surveys to collect feedback from customers, employees, or partners. Lightning Survey is not suitable for creating complex processes or workflows, but rather for measuring satisfaction, loyalty, or engagement4
• Process Builder is a Salesforce functionality that allows the UX Designer to create and automate business processes without code. Process Builder can perform actions based on criteria, such as updating records, sending emails, or invoking flows. Process Builder is not suitable for creating interactive workflows with screens, but rather for automating background tasks5

References:

• Get Started with Screen Flows Unit | Salesforce Trailhead
• How to Create a Salesforce Screen Flow | Salesforce Ben
• 5 Ways to Get Started with Screen Flows - Salesforce Admins
• Create and Distribute Surveys with Salesforce Feedback Management
• Automate Your Business Processes with Process Builder

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.

References:

• : [What Is Response Bias? | Definition & Examples]
• : [Types of User Research Bias and How to Avoid It in Your UX Design]
• : [Social Desirability Bias: Definition, Examples, and Solutions]
• : [Recency Bias: Definition, Examples, and Solutions]
• : [Recency Bias in User Research]
• : [Social Desirability Bias in Survey Research]

A heuristic evaluation is a usability inspection method that involves having evaluators examine a user interface and assess its compliance with established usability principles (or “heuristics”). These heuristics are guidelines or rules of thumb that help identify common usability problems. During a heuristic evaluation, evaluators inspect the interface and identify potential usability issues based on the heuristics. The evaluators then report their findings to the designers or developers, who can use this feedback to improve the interface. Heuristic evaluation is a cost-effective and efficient way to identify usability problems early in the design process. It can be done quickly and does not require large groups of participants. It is particularly useful for identifying problems that may not be detected through user testing or surveys1.

A heuristic evaluation is the most suitable method for determining the portal’s compliance with recognized standard usability principles, such as Nielsen’s 10 heuristics for user interface design2. These heuristics cover aspects such as visibility of system status, match between system and the real world, user control and freedom, consistency and standards, error prevention, recognition rather than recall, flexibility and efficiency of use, aesthetic and minimalist design, help users recognize, diagnose, and recover from errors, and help and documentation. By applying these heuristics to the portal, the UX team can identify and prioritize the usability problems that need to be fixed.

An intuitive review is a less formal and less rigorous method of usability inspection, where an evaluator relies on their own intuition and experience to judge the usability of an interface. An intuitive review does not follow a set of predefined heuristics or criteria, and it is more subjective and prone to bias. An intuitive review can be useful for getting a quick overview of the interface, but it is not as reliable or comprehensive as a heuristic evaluation3.

User testing is a usability evaluation method that involves observing and collecting data from actual or potential users as they perform tasks with the interface. User testing can provide valuable insights into how users interact with the interface, what difficulties they encounter, and what their preferences and expectations are. User testing can also measure the effectiveness, efficiency, and satisfaction of the interface. However, user testing is not the bestmethod for determining the compliance with standard usability principles, as it does not directly assess the interface against the heuristics. User testing is also more time-consuming, resource-intensive, and complex to conduct than heuristic evaluation4.

References: 1: A Comparison of User Testing and Heuristic Evaluation Methods for Identifying Website Usability Problems | SpringerLink 2: 10 Usability Heuristics for User Interface Design 3: Heuristic Evaluation of User Interfaces versus Usability Testing 4: Difference Between Heuristic Evaluation VS Usability Testing - Storyly

 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, preferences, 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.

References: [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)

A/B testing is a testing method that compares two versions of a user interface design to measure which one performs better in terms of a specific goal, such as form completions. A/B testing can help the UX Designer to evaluate the effectiveness of different design elements, such as layout, color, typography, copy, etc. A/B testing can also help the UX Designer to optimize the conversion rate of the landing page and increase the number of leads generated. References: [A/B Testing], [Optimize Your Landing Pages with A/B Testing]

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.

References: [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 grid system is a set of columns and rows that help to organize and align the layout and content of a web page. The Salesforce Lightning Design System (SLDS) provides a responsive grid system that adapts to different screen sizes and devices. The SLDS grid system is based on the CSS Flexbox layout module, which allows for flexible and dynamic positioning of elements. The SLDS grid system consists of the following components1:

• Containers: These are the outermost elements that wrap the grid. They have a fixed width that changes according to the breakpoints defined by the SLDS. Breakpoints are the points at which the layout changes based on the screen size. The SLDS has four breakpoints: small, medium, large, and x-large2.
• Grids: These are the direct children of the containers. They are the main elements that define the grid structure. They have a display property of flex, which enables the flexbox layout. They can also have modifiers that control the alignment, direction, and wrapping of the grid items3.
• Grid items: These are the direct children of the grids. They are the elements that contain the actual content of the page. They have a flex property that determines how much space they take up in the grid. They can also have modifiers that control the order, offset, and visibility of the grid items4.

A UX Designer should use the SLDS grid system to design responsively within the SLDS, as it provides a consistent and flexible way to create layouts that work across different devices and screen sizes. The SLDS grid system also follows the SLDS design principles and best practices, such as clarity, efficiency, consistency, and beauty5.

References:

• Grid - Lightning Design System, Grid - Lightning Design System Grid HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.
• Breakpoints - Lightning Design System, Breakpoints - Lightning Design System Breakpoints HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.
• Grid - Lightning Design System, Grid - Lightning Design System Grid HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.
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• Design Principles - Lightning Design System, Design Principles - Lightning Design System Design Principles HTML/CSS: Dev Ready Responsive Terms of Service Privacy Responsible Disclosure Trust Cookies Settings Your Privacy Choices © Copyright 2015-present Salesforce, Inc. All rights reserved. Various trademarks held by their respective owners.

Salesforce's Learning Paths functionality is designed to personalize the learning experience within the Salesforce environment by guiding users through curated content relevant to their role and learning objectives. For employees, especially as part of an onboarding process, the following feature could be particularly useful:

• Trailhead modules:Trailhead is Salesforce's online learning platform that offers modules covering a wide range of topics related to Salesforce products, best practices, and general business skills. Assigning Trailhead modules through Learning Paths allows for structured and guided learning tailored to the employee's specific needs and roles, making it an ideal choice for onboarding.

While hands-on challenges (option B) and Superbadges (option C) are also part of the Trailhead ecosystem and valuable for learning, they are more suited for testing and validating skills after completing foundational modules, rather than as initial assigned learning content in an onboarding process.

References:Salesforce Trailhead provides extensive resources and guides on how to use Trailhead for learning and development, including setting up Learning Paths for employees. The Trailhead website offers detailed information on modules, hands-on challenges, and Superbadges, which can be leveraged to create a comprehensive onboarding experience.

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. References: : 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

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

Themes and branding allow Salesforce app developers to customize the look and feel of their apps to match their company’s branding and accessibility standards. One of the features of themes and branding is the ability to select a brand color, which is the primary color used for buttons, links, and highlights. Salesforce automatically generates a color palette based on the brand color, which includes accessible colors that meet the WCAG 2.1 contrast ratio guidelines. This ensures that the app is visually appealing and accessible to users with different color vision abilities. Developers can also customize other aspects of the theme, such as the logo, page background, and default font. References: [Themes and Branding Basics], [Accessibility in Salesforce]

Inclusive design is a design approach that aims to create products and services that are accessible and usable by as many people as possible, regardless of their abilities, preferences, or circumstances. Some of the benefits of inclusive design are :

• Extending access to more users: By considering the diverse needs and situations of users, inclusive design can expand the reach and impact of the product or service. For example, designing a website that is compatible with screen readers can benefit not only users who are blind or visually impaired, but also users who are in low-light environments or have low bandwidth.
• Reducing friction for users in achieving their goals: By removing unnecessary barriers and providing multiple ways of interaction, inclusive design can enhance the user experience and satisfaction. For example, designing a mobile app that supports voice input and output can benefit not only users who have difficulty typing or reading, but also users who are multitasking or have their hands busy. References: : [UX Designer Certification Prep: Designing for Accessibility and Inclusion | Trailhead] : [Inclusive Design | Salesforce Developer Guide]

Inclusive design is a practice of designing products, services, and experiences that are accessible and usable for as many people as possible, regardless of ability, age, gender, race, language, or culture. By incorporating inclusive design practices, you can extend access to more users and reduce friction for users in achieving their goals. Salesforce provides more information on the benefits of inclusive design here: https://www.salesforce.com/blog/2020/11/what-is-inclusive-design.html.

CK can assign learning content to employees using In-App Learning functionality in the following two ways:

• Trailmixes: Trailmixes are custom learning paths that can include modules, projects, trails, and even external links. CK can create and assign trailmixes to learners based on their roles, goals, or interests. Learners can access trailmixes from the Learning Home or the Guidance Center in Salesforce.
• Modules/Badges: Modules are units of instruction that cover specific topics and skills. Badges are earned by completing modules or projects. CK can assign modules or badges to learners to help them learn specific features or functionalities in Salesforce. Learners can access modules or badges from the Learning Home or the Guidance Center in Salesforce. References:
• : In-App Guidance in Lightning Experience
• : Learn MOAR in Spring '21 with In-App Learning
• : Enable Users to Learn in the Flow of Work