Question # 1 A UX Designer is attending a sprint planning session as part of their team's Agile
ceremonies.
Which methodology could the designer be asked to use to roughly estimate the work
required for each item? A. Sprint BackloggingB. Prioritization MatrixC. T-shirt Sizing
Click for Answer
C. T-shirt Sizing
Answer Description Explanation : The conceptual approach of desirable, feasible, and viable describes how to
evaluate design solutions based on three criteria:
Desirable : The solution meets the needs and wants of the users and stakeholders.
Feasible: The solution can be implemented with the available resources and
technology.
Viable : The solution can generate value and sustain itself in the market and
environment. By incorporating human-centered design, CK is aiming to create
design solutions that are desirable for its Sales team and customers, feasible with
the Salesforce platform and tools, and viable for its business goals and
strategy.
T-shirt sizing is a methodology that can be used to roughly estimate the work required for
each item in a sprint backlog. It involves assigning a size category (such as XS, S, M, L,
XL) to each item based on its complexity, effort, and uncertainty. T-shirt sizing is a relative
estimation technique that allows the team to compare items and prioritize them accordingly.
It is also a quick and easy way to get a high-level overview of the scope of work without
getting into too much detail.
Question # 2 A UX Designer wants to inform user stories based on user value and development effort.
Which method should be used? A. Card SortingB. Prioritization MatrixC. Customer Journey Map
Click for Answer
B. Prioritization Matrix
Answer Description Explanation:
A prioritization matrix is a method that helps UX designers to inform user stories based on user value and development effort. A prioritization matrix is a table that compares different user stories or features based on two criteria: user value and development effort. User value is the benefit or satisfaction that the user will get from using the feature. Development effort is the time, cost, and complexity involved in building the feature. By plotting user stories or features on a prioritization matrix, UX designers can identify which ones are high-value and low-effort, which ones are high-value and high-effort, which ones are low-value and low-effort, and which ones are low-value and high-effort. This helps UX designers to prioritize the user stories or features that will deliver the most value to the user with the least amount of effort, and to deprioritize or eliminate the ones that will deliver the leastvalue to the user with the most amount of effort. A prioritization matrix can also help UX designers to communicate and align with stakeholders and developers on the scope and feasibility of the project. References: Prioritize User Stories and Features Unit | Salesforce Trailhead, How to PrioritizeUser Stories (and Build the Right Features), Salesforce User Experience (UX) Designer Certification Guide & Tips
Question # 3 Cloud Kicks(CK) is incorporating Relationship Design principle into its business model and customer offerings wherever possible. Choose 3 answers A. Prioritizing Innovation over copying the competitionB. Releasing Salesforce updates in managed packages over unmanaged packagesC. Reframing products in terms of user value over features and functionsD. Prioritize engagement number of impressionsE. Uncovering customer needs over broadcasting product benefits
Click for Answer
A. Prioritizing Innovation over copying the competitionC. Reframing products in terms of user value over features and functionsE. Uncovering customer needs over broadcasting product benefits
Answer Description Explanation:
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)
Question # 4 A UX Designer needs to create a visual representation of a user’s series of steps to achieve a meaningful goal.
Which UX design method should be used? A. User PersonaB. Site MapC. Lightning FlowD. User Flow
Click for Answer
D. User Flow
Answer Description Explanation:
A user flow is a UX design method that creates a visual representation of a user’s series of steps to achieve a meaningful goal. A user flow shows the path that a user takes from their entry point to their final action, such as signing up, purchasing, or completing a task. A user flow helps designers understand and optimize the user experience, as well as identify pain points, gaps, and opportunities for improvement. A user flow can take various forms, such as diagrams, wireframes, or prototypes, depending on the level of detail and fidelity required. References:
What Are User Flows In UX Design? [Full Beginner’s Guide] - CareerFoundry
What is a User Flow in UX Design? — updated 2023 | IxDF
User Flows in UX Design: Definition, Benefits, and Best Practices
Question # 5 Cloud Kicks' Sales team needs In-App Guidance for key functions and processes so they
can maximize their time. In which way should a UX Designer customize the Salesforce Help Menu to meet this
request? A. Show a site map of all the content.B. Create a docked prompt based on new feature rollouts.C. Provide links to external resources, such as training videos or a company dictionary.
Click for Answer
A. Show a site map of all the content.
Answer Description Explanation : Confirmation bias is the tendency to seek, interpret, and remember
information that confirms one’s preexisting beliefs or hypotheses, while ignoring or
discounting information that contradicts them1. Confirmation bias can affect user feedback
sessions by influencing how the researcher designs the test, asks the questions, observes
the behavior, and analyzes the data of the users. Confirmation bias can lead to inaccurate
or incomplete insights, and ultimately to poor design decisions2.
One way to avoid confirmation bias in user feedback sessions is to allow the user to
explore the application without specific questions regarding which tasks to perform. This
can help the researcher to observe the user’s natural and spontaneous interaction with the
application, without imposing any expectations or assumptions on them. This can also help
the user to express their honest opinions and feelings about the application, without being
influenced by the researcher’s questions or suggestions. This can result in more authentic
and unbiased feedback, and more reliable and valid insights3.
Asking open-ended questions staying away from questions regarding feelings is not a good
way to avoid confirmation bias in user feedback sessions, because it can limit the depth
and richness of the feedback, and miss the opportunity to understand the user’s emotions
and motivations. Open-ended questions are questions that allow the user to answer in their
own words, rather than choosing from a predefined set of options. Open-ended questions
are useful for eliciting more detailed and nuanced feedback, and for exploring the user’s
thoughts and feelings about the application. However, asking open-ended questions alone
is not enough to prevent confirmation bias, as the researcher may still unconsciously frame
the questions in a way that leads the user to confirm their hypotheses, or interpret the
answers in a way that supports their beliefs. Asking questions regarding feelings is also
important, as itcan help the researcher to understand the user’s emotional response to the
application, and how it affects their satisfaction, engagement, and loyalty4.
Asking specific questions about known pain points to confirm your hypothesis is a bad way
to avoid confirmation bias in user feedback sessions, because it can introduce the
researcher’s bias into the feedback process, and influence the user’s perception and
behavior. Asking specific questions about known pain points can lead the researcher to
focus only on the information that confirms their hypothesis, and ignore or dismiss the
information that challenges or contradicts it. It can also lead the user to pay more attention
to the pain points that the researcher mentions, and overlook or downplay the other
aspects of the application. This can result in skewed and distorted feedback, and
misleading and invalid insights5.
Question # 6 A UX Design team is doing a review of a new Lightning Web Component (IWC). They are following the Salesforce Lightning Design System (SLDS) block, element, modifier (BEM) naming conventions.
Which class does NOT follow this convention? A. .slds-avatar_circleB. .slds-boxC. .slds--size-l-of-2
Click for Answer
C. .slds--size-l-of-2
Answer Description Explanation:
The SLDS BEM naming convention consists of three parts: block, element, and modifier. A block is a standalone component that can be reused across projects, such as a button, a card, or a modal. An element is a part of a block that has no standalone meaning, such as a label, an icon, or a header. A modifier is a flag that changes the appearance or behavior of a block or an element, such as size, color, or state. The modifier is separated from the block or element by two hyphens (–), and can have a value separated by a single hyphen (-), such as .slds-button–brand or .slds-button–neutral. The class .slds–size-l-of-2 does not follow thisconvention because it has no block or element name before the modifier. It should be something like .slds-grid–size-l-of-2 or .slds-col–size-l-of-2. References:
[1]: Salesforce Lightning Design System - Introduction
[2]: Salesforce Lightning Design System - Naming Con
Question # 7 A Sales team is having trouble interacting with Contact records in Sales Cloud. They cannot find the information they need, and many of the visible record fields are not relevant to sales activities. On top of that, they complain the page load time is very long.
Which approach should be recommended to improve their experience? A. Run the Salesforce Optimizer App to identify fields not in use.B. Move all unused fields to a separate section at the bottom of the page.C. Implement In-App Guidance to help users focus on the most important fields.
Click for Answer
A. Run the Salesforce Optimizer App to identify fields not in use.
Answer Description Explanation:
The best approach to improve the Sales team’s experience with Contact records in Sales Cloud is to run the Salesforce Optimizer App to identify fields not in use. The Salesforce Optimizer App is a free tool that scans the Salesforce org and provides a diagnostic report on the performance and health of the org1. It analyzes how the org uses various features, such as fields, triggers, layouts, profiles, reports, and more, and suggests customizations and improvements based on best practices1. By running the Salesforce Optimizer App, the Sales team can find out which fields are not being used or are redundant, and remove or hide them from the Contact record page. This way, they can simplify the page layout, reduce the page load time, and focus on the fields that are relevant to their sales activities2.
Moving all unused fields to a separate section at the bottom of the page is not a good option, as it does not solve the problem of having too many fields on the page. It would still affect the page load time and the user experience, as the users would have to scroll down to see the entire page. Moreover, it wouldnot help the users to find the information they need, as the fields would not be organized in a logical or meaningful way3.
Implementing In-App Guidance to help users focus on the most important fields is also not a good option, as it does not address the root cause of the problem, which is having too many fields on the page. In-App Guidance is a feature that allows admins to create custom prompts and walkthroughs to guide users through tasks or processes on Salesforce Lightning pages4. It can be useful for user training, onboarding, or adoption, but it cannot replace the need for a clean and efficient page layout. In fact, having too many prompts or walkthroughs on the page can be distracting and annoying for the users, especially if they are not relevant or helpful4. References:
Run the Salesforce Optimizer App
Improve Your Implementation with Salesforce Optimizer
Page Layouts
In-App Guidance in Lightning Experience
Question # 8 Financial advisor should be able to access a customer’s record in Sales Cloud and see all
potential business opportunities related to each individual customer. The bank does not
have any corporate or business customers at this time.
How should a UX Designer suggest the bank represent its customers within its Salesforce
instance? A. Standard Person Account ObjectB. Standard Lead ObjectC. Standard Opportunity objectD. Standard Account object.
Click for Answer
A. Standard Person Account Object
Answer Description Explanation:
A standard person account object is the best option for representing the bank’s customers
within its Salesforce instance. A person account is a type of account that represents an
individual rather than a company. Person accounts are a hybrid of the account and contact
objects, combining their characteristics into one. They allow the bank to store information
that applies to humans, such as first and last names, email, phone, address, etc. When a
person account is created, a contact is automatically created and associated with the
account. Person accounts are the Salesforce official model for representing an individual
and can be used alongside business accounts for B2B and B2C activities. In Financial
Services Cloud, person accounts can be used for a simplified, customizable user
experience1. A person account can also have related opportunities, which are potential
sales or revenue-generating events. This way, the financial advisor can access a
customer’s record and see all potential business opportunities related to each individual
customer2.
The other options are not suitable for the bank’s scenario. A standard lead object is a
prospect or potential customer who has expressed interest in the bank’s products or
services, but has not yet qualified as a sales opportunity. A lead can be converted into an
account, a contact, and an opportunity when it is ready to be pursued3. However, the bank
does not need to use leads to track its customers, as they are already existing customers
who have accounts with the bank. A standard opportunity object is a sales or revenuegenerating
event that is related to an account. An opportunity can have multiple stages,
products, amounts, and probabilities of closing. An opportunity can also be linked to a
campaign, which is amarketing initiative to generate leads or contacts4. However, the bank
cannot use opportunities alone to represent its customers, as they are not standalone
objects, but rather depend on accounts. A standard account object is a company or
organization that the bank does business with. An account can have multiple contacts,
which are the people who work at the account and interact with the bank. An account can
also have related opportunities, cases, activities, and other records5. However, the bank
does not have any corporate or business customers at this time, so using standard
accounts would not reflect the nature of its individual customers.
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