Explanation:

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?

Explanation:

In-app feedback is a method of collecting user feedback within the context of the product or service, without interrupting the user’s workflow. It allows the UX designer to gather insightsfrom a specific set of users at scale and measure their satisfaction, preferences, and pain points. In-app feedback can be implemented using various techniques, such as ratings, reviews, comments, suggestions, polls, or pop-ups .

References:

: User Experience Designer Certification Prep: Module 3: Conduct User Research

: User Experience Designer Certification Prep: Module 4: Analyze User Research Data

Explanation:

The tool to install that the UX Designer needs is the Sketch plugin. This plugin allows the designer to quickly mock up Salesforce user interface experiences using a collection of prebuilt components, such as base components, tokens, design patterns, and more. The plugin also provides access to the Salesforce Lightning resources for their design and prototype, such as icons, fonts, colors, and images. The plugin is compatible with Sketch, a popular design tool for creating user interfaces.

References:

: Salesforce Lightning Design System

: Sketch Plugin

Explanation:

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

Explanation:

The SLDS utility that provides the most flexible system to meet the requirements of designing a responsive page is Grid. Grid is a utility that allows you to create a layout using a series of rows and columns that house your content. Grid uses a 12-column structure that can be adjusted based on breakpoints, which are predefined screen sizes that trigger a change in the layout. Grid also supports nesting, alignment, ordering, and offsetting of the columns. By using Grid, you can create a responsive page that can adapt to different screen resolutions and devices12 References: [Grid - Lightning Design System], [Mastering Salesforce Lightning Design System Grids and Lightning Layouts]

https://www.lightningdesignsystem.com/utilities/grid/

https://developer.salesforce.com/blogs/developer-relations/2017/04/mastering-salesforce-lightning-design-system-grids-lightning-layouts

Explanation:

The designer should consider the traits similar to customer personas when selecting users for testing. Customer personas are fictional representations of the target users of a product or service, based on user research and data. Customer personas help the designer to understand the needs, goals, behaviors, and preferences of the users, as well as their pain points and challenges. Customer personas also help the designer to empathize with the users and design solutions that meet their expectations and requirements. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Roles and Personas]

When selecting users for testing, the designer should aim to recruit users who match the traits of the customer personas as closely as possible. This ensures that the users who participate in the testing are representative of the actual or potential users of the product or service, and that the feedback and insights gathered from the testing are valid and reliable. Selecting users who have traits similar to customer personas also helps the designer to evaluate the usability and user experience of the product or service from the user’s perspective, and to identify and prioritize the areas for improvement. [UX Designer Certification Prep: User Research], [UX Designer Certification Prep: User Testing and Evaluation]

Traits dissimilar to customer personas, traits similar to friends and family, and traits of the most common demographic and ability are not criteria that the designer should consider when selecting users for testing. These criteria can lead to biased or inaccurate results, as they do not reflect the diversity and complexity of the user population. Users who have traits dissimilar to customer personas may not have the same needs, goals, or expectations as the target users, and may provide feedback that is irrelevant or misleading. Users who have traits similar to friends and family may not be objective or honest in their feedback, and may have a different level of familiarity or expertise with the product or service than the target users. Users who have traits of the most common demographic and ability may not account for the variations and differences among the target users, and may exclude or marginalize the users who have special needs or preferences. [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 Roles and Personas], [UX Designer Certification Prep: User Testing and Evaluation]

Explanation:

The Salesforce Lightning Design System (SLDS) provides component blueprints that will ensure consistency for Cloud Kicks’ functional components. Component blueprints are ready-to-use HTML and CSS UI elements that provide the foundation for Salesforce experience development. They follow the design guidelines, accessibility standards, and best practices of Lightning Experience. They also include variants, states, and modifiers to handle different use cases and scenarios. By using component blueprints, Cloud Kicks can create functional components that are consistent with the look and feel of Lightning Experience without writing custom code or CSS.

References:

Component Blueprints

Introduction to the Salesforce Lightning Design System

Explanation:

A sketch plugin is a tool that allows the UX designer to quickly mock up Salesforce user interface experiences using the Lightning Design System (SLDS) resources, such as base components, tokens, and design patterns. The sketch plugin is a free plugin for Sketch, a design toolkit that helps create wireframes, mockups, sample screens, and more. With the sketch plugin, the designer can search and drag the prebuilt components from the plugin into the canvas, and export the mockups as pdf, jpeg, or png files. The sketch plugin also supports synonyms and variants for the components, making it easier to find and use the desired elements. The sketch plugin can be downloaded from the SLDS website1 or from the AppExchange2.

References:

[Create Quick Salesforce UI Mockups: Lightning Design System Plugin for Sketch]1 [Lightning Design System Sketch Plugin]2

Explanation:

According to the Salesforce Design System guidelines for button usage, the brand button should be used for the primary action on a page or modal, such as “Save” or “Continue”. The neutral button should be used for secondary or tertiary actions, such as “Cancel” or “Back”. The brand button should have more visual weight and contrast than the neutral button, to indicate its importance and guide the user’s attention. Therefore, the best option for the Cloud Kicks custom component is to use a brand button for “Continue” and neutral buttons for “Cancel” and “Back”. References: Trailhead: Systems Design with SLDS, Salesforce Developers: Buttons, Lightning Design System: Buttons

Explanation:

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

Explanation:

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

Explanation:

Diversity, inclusion, and equality in design are values that aim to create products, services, and environments that are accessible, welcoming, and fair for all people, regardless of their age, gender, ethnicity, disability, sexual orientation, religion, or other characteristics. Diversity, inclusion, and equality in design can also bring positive business outcomes, such as economic growth, greater market share, and less employee turnover12.

Economic growth is a business outcome that represents the increase in the value of goods and services produced by an organization or a country over time. Economic growth can be influenced by various factors, such as innovation, productivity, efficiency, and competitiveness. Diversity, inclusion, andequality in design can contribute to economic growth by fostering creativity, innovation, and problem-solving, as well as by attracting and retaining diverse talent, customers, and partners12.

Greater market share is a business outcome that represents the percentage of sales or customers that an organization has in a particular market or industry. Greater market share can indicate the success and competitiveness of an organization, as well as its potential for growth and profitability. Diversity, inclusion, and equality in design can help achieve greater market share by expanding the reach and appeal of products, services, and environments to diverse and underserved markets, as well as by enhancing customer satisfaction, loyalty, and advocacy12.

Less employee turnover is a business outcome that represents the rate at which employees leave an organization and are replaced by new ones. Less employee turnover can indicate the stability and quality of an organization, as well as its ability to retain and develop its human capital. Diversity, inclusion, and equality in design can help reduce employee turnover by creating a positive and inclusive work culture, where employees feel valued, respected, and engaged, as well as by providing opportunities for learning, development, and career progression12.

References: 1: The business value of design | McKinsey 2: The Business Case for Diversity, Equity, and Inclusion - Salesforce.com