A financial technology company develops an app for wealth management firms and receives initial success upon launch. Which metric should be used to measure the longevity of the product and long-term growth potential?
A. Annual app downloads
B. Customer retention rate
C. App sales over time
Explanation:
The customer retention rate is a key metric for assessing the long-term growth potential and sustainability of a product. High retention rates indicate that the product continues to meet customer needs over time, contributing to a stable and growing user base and reflecting the product's enduring value.
A design team is working on the challenge: “How might we provide tools to enable customers to resolve service issues by themselves rather than escalating to human representatives?" Which bot metrics should the strategy designer suggest to assess the impact of their work?
A. Customer satisfaction rate
B. Total conversations
C. Human takeover rate
Explanation:
The customer satisfaction rate is a critical metric for assessing the effectiveness of self-service tools in resolving issues. It measures users' satisfaction with their interactions and outcomes, providing insight into the bot's impact on improving the self-service experience and reducing the need for escalation.
Cloud Kicks' primary business goal for its new customer acquisition program is to increase diversity. Which inclusive design tactic should help the company solve problems for the broadest possible audience?
A. Solve for one, extend to many through a persona spectrum.
B. Use Jobs to Be Done to increase empathy with the audience.
C. Hold focus groups with traditionally underrepresented participants.
Explanation:
Solving for one, extending to many through a persona spectrum is an inclusive design tactic that helps solve problems for the broadest possible audience. It involves creating personas that represent different levels of ability, context, and preference, and designing solutions that meet the needs of the most extreme cases, which can benefit everyone else as well. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/solve-for-one-extend-to-many-through-a-persona-spectrum
Cloud Kicks wants to start providing coupons to its digital consumers. In addition to Marketing Cloud, which product should be recommended?
A. B2C Commerce
B. Revenue Cloud
C. Service Cloud
Explanation:
B2C Commerce is a Salesforce product that helps businesses create engaging and personalized online shopping experiences for their customers. It integrates with Marketing Cloud to enable coupon management, promotion tracking, and customer segmentation. References: https://www.salesforce.com/products/commerce-cloud/b2c-commerce/
A consumer healthcare startup wants to collect data on patients' symptoms over time, and plans to research how to monetize this data. How should a strategy designer counsel leadership in consideration of ethical implications for both the company and its patients?
A. Perform user research with patients to understand their level of comfort of data being shared for monetization.
B. Facilitate a Consequence Scanning workshop before proceeding with any further investment.
C. Research similar healthcare organizations about how they are monetizing patient data
Explanation:
A strategy designer should counsel leadership in consideration of ethical implications for both the company and its patients by facilitating a Consequence Scanning workshop before proceeding with any further investment. A Consequence Scanning workshop is a method to identify and mitigate potential negative consequences of a product or service, such as privacy, security, or social issues. It involves mapping out the intended and unintended outcomes of the product or service, assessing their likelihood and severity, and devising actions to prevent or reduce harm. Performing user research or researching similar organizations may provide some insights, but they do not address the ethical implications in a systematic and proactive way.
A startup company that develops machine learning tools that track the performance of carbon dioxide and wants enforce perception validity of its data. The company starts by developing a need statement and a challenge statement. What is the communality between the two statements?
A. Both are solution free statementsBoth are tactics intended to solve problem
B. Both explain the scope of possible solution.
Explanation:
The commonality between a need statement and a challenge statement is that both are solution free statements, that is, they do not prescribe or imply any specific solution, but rather define the problem or opportunity space. Both are not tactics intended to solve the problem or explain the scope of possible solutions, as they are more focused on framing the problem.
A newly formed design team at Cloud Kicks is concerned their work will suffer if they are not better aligned. Which tool should a strategy designer recommend for the team to begin alignment7
A. Brainstorm
B. Team agreement
C. Consequence Scanning workshop
Explanation:
A team agreement is a tool that a strategy designer can recommend for the team to begin alignment. It is a document that defines the team’s purpose, values, norms, roles, and expectations. It helps create a shared understanding and commitment among team members and foster a positive and productive team culture. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/create-a-team-agreement
A Sale5force Architect is asked to engage and help facilitate a journey mapping workshop with a strategy designer. The architect is unsure how it will help in the creation of deliverables they are required to produce. What value should the architect get by engaging in this workshop?
A. A journey map allows for the creation of a solution architecture diagram.
B. A journey map will allow the developers to start building.
C. A journey mapping exercise will provide ail of their technical requirements.
Explanation:
Engaging in a journey mapping workshop provides value by offering a holistic view of user interactions and experiences. For a Salesforce Architect, this understanding can inform the creation of a solution architecture diagram that aligns technical capabilities with user needs and journeys. The insights gained from the journey map ensure that technical solutions are user-centric and support the desired outcomes.
After a series of interviews with key stakeholders, a strategy designer realizes the company is duplicating efforts across internal teams, each creating similar programs for customer engagement. Which approach should the designer propose to create alignment?
A. Design sprint
B. Journey mapping workshop
C. Service blueprint workshop
Explanation:
The best approach to create alignment among internal teams who are duplicating efforts is to conduct a service blueprint workshop, as this helps map out the current state of the service delivery across different touchpoints, channels, and actors, and identify gaps, redundancies, and opportunities for improvement. A design sprint or a journey mapping workshop may not be suitable for addressing the internal silos and inefficiencies.
A strategy designer at Cloud Kicks conducted a series of interviews with business stakeholders and customers to gain insights into existing customer support operations and wrote the design challenge statement. Which option reflects the format of the design challenge statement"?
A. As a user, I want to see trending support resources upon the first login to customer support so I can save my time.
B. Unify platforms and centralize support operations to save customers time and reduce business costs.
C. How might we save our existing customers time by preemptively serving the info they need to deflect the customer support calls.
Explanation:
This option reflects the format of the design challenge statement. A design challenge statement is a statement that frames the problem to be solved in a human-centered and open-ended way. It typically follows the format of “How might we (HMW) + user + need + outcome”. It helps inspire and guide the ideation and solution generation process.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/write-a-design-challenge-statement
A cross-disciplinary design team is looking at an affinity map of insights. Which question should the team use to prioritize and turn them into design opportunities?
A. What constraints would we have to overcome?
B. Why is this insight valuable?
C. Do we have the capability to develop this?
Explanation:
The question that the team should use to prioritize and turn insights into design opportunities is “Why is this insight valuable?” This question can help the team evaluate the relevance, significance, and impact of each insight, and how it relates to the user needs, pain points, goals, and motivations. The question also helps the team frame the insights in terms of benefits and outcomes, rather than features or solutions. The other questions may be useful for assessing feasibility or viability, but they do not prioritize insights based on value.
A start-up specializing in healthcare is beginning the research and development phases for an application intended for patients and doctors. The strategy designer wants to help both audiences evaluate and prioritize ideas, opportunities, and features toward a shared understanding of a new patient experience. Which tool should be used to facilitate and share this vision"
A. Cross-functional survey
B. Storyboard
C. Creative brief
Explanation:
A storyboard is a tool that should be used to facilitate and share the vision of a new patient experience. A storyboard is a visual narrative that illustrates the user’s journey with a product or service, using sketches, images, or text. It helps communicate the value proposition and key features of the solution, and how it addresses the user’s needs and goals.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/create-a-storyboard
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