The utility bar is a fixed footer that gives users quick access to productivity tools, such as notes, history, and recent items. It can be customized for each Lightning app to enhance the user experience and efficiency. Some of the standard use cases for using the utility bar are:

• Perform common tasks without navigating away from the page: Users can use the utility bar to perform tasks such as creating notes, logging calls, or sending emails without leaving their current context. This reduces the need for switching tabs or opening new windows, and saves time and clicks.
• Access to view a list of records favorited for quick access: Users can use the utility bar to access their favorites, which are records, lists, groups, or other items that they have marked with a star icon for easy access. This allows users to quickly navigate to the items they use most frequently, and organize them in a personalized way.
• Access at any time to a customized set of items specific to an app: Users can use the utility bar to access items that are relevant and useful for the app they are using. For example, in the Sales app, users can access the Lightning Dialer, the Assistant, or the Today’s Events utility. In the Service app, users can access the Omni-Channel, the Macros, or the Case Timer utility. The utility bar can be configured to show different items for different apps, depending on the user’s needs and preferences.

References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : Lightning App Builder: Utility Bar

 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)

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

An empathy map is a tool that helps to synthesize what CK knows about the users and share this insight with the rest of the organization. An empathy map is a visual representation of the user’s perspective, based on their thoughts, feelings, actions, and needs. It helps to create a shared understanding of the user’s goals, pain points, motivations, and emotions. An empathy map can also help to identify gaps in the user research and generate new ideas for design solutions. References:

• : Creating a Customer Empathy Map Using The 5 Senses
• : Why Empathy Is Crucial to Business Success
• : Use Empathy Maps to build better software

 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

 Shadow DOM is a web standard that encapsulates the internal document object model (DOM) structure of a web component. It isolates the component’s markup and styles from the rest of the page, and prevents the component from being affected by or affecting the global DOM. When designing or developing the stylesheets for a parent-child LWC structure, the following impacts of the shadow DOM should be considered:

• The CSS styles defined in the parent list component are not shared with the child items. This is because the shadow DOM creates a boundary between the parent and the child components, and the styles defined in the parent component do not cascade down to the child components. This means that each component needs to define its own styles, or import them from a common source. This also means that the parent component cannot directly style the child components, or vice versa12.
• Any custom styles shared between the list and child items should be imported from a shared CSS file. This is a recommended practice to avoid duplicating the same styles in multiple components, and to maintain consistency and reusability. A shared CSS file can be created as a static resource, and imported into the components using the loadStyle() method from the platformResourceLoader module. Alternatively, a shared CSS file can be created as a LWC component, and imported into the components using the @import directive134.

References:

• : [Shadow DOM | Lightning Web Components Developer Guide | Salesforce Developers]
• : [Light DOM | Lightning Web Components Developer Guide | Salesforce Developers]
• : [Understanding Shadow DOM and Template in LWC – SFDC Lightning]
• : [Shadow DOM, CSS and Styling Hooks in LWC what you need to know]
• : [How to Share CSS Between Lightning Web Components | Salesforce Developers Blog]
• : [How to Use a Shared CSS File in a Lightning Web Component | Salesforce Developers Blog]

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

 Voice and tone are two important aspects of UX writing that affect how users perceive and interact with a product. According to the Salesforce User Experience Designer Exam Guide, voice and tone are defined as follows:

• Voice reflects the personality of the brand or product. It is consistent and does not change depending on the context or situation. Voice conveys the values, mission, and identity of the brand or product through the choice of words, phrases, and style of communication.
• Tone reflects the way the voice speaks to the users. It is context-specific and can change depending on the user’s mood, goal, and situation. Tone conveys the attitude, emotion, and empathy of the voice through the use of punctuation, grammar, and formatting.

For example, Mailchimp is a brand that has a distinctive voice and tone. Their voice is friendly, humorous, and quirky. Their tone varies depending on the user’s experience, such as congratulating them for a successful campaign, or apologizing for an error. They use a tone map to guide their writers on how to adjust their tone for different scenarios.

References:

• : [Salesforce User Experience Designer Exam Guide]
• : [Voice and Tone | Salesforce Style Guide for Documentation and UX Writing]
• : [Voice and Tone | Salesforce Trailhead]
• : [UX writing 101: A beginner’s guide to mastering tone of voice]
• : [Tone of Voice and User Experience | UX Magazine]
• : [Things I learned designing the voice and tone for our company]
• : [How to use voice and tone in UX writing]
• : [Voice and Tone | Mailchimp Content Style Guide]

 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

Design tokens are the visual design atoms of the design system — specifically, they are named entities that store visual design attributes. We use them in place of hard-coded values (such as hex values for color or pixel values for spacing) in order to maintain a scalable and consistent visual system for UI development1. Design tokens are available for different platforms and frameworks, such as Lightning Web Components, Aura Components, CSS, iOS, and Android2. Design tokens can be customized to apply branding and theming to components and applications3. Utility classes are CSSclasses that provide common styling properties, such as margins, padding, borders, and textalignment1. Design patterns are reusable solutions to common design problems, such as navigation, forms, and data visualization. References: Design Tokens - Lightning Design System, SLDS Design Tokens | Lightning Web Components Developer Guide | Salesforce Developers, Styling with Design Tokens - Salesforce Developers, [Design Patterns - Lightning Design System]

To ensure new Salesforce users are given the appropriate onboarding experience, a UX Designer should use the following two on-App Guidance customizations:

• Specify prompt scheduling: This allows the designer to control when and how often the prompts appear to the users, based on criteria such as start and end dates, frequency, and snooze duration. This way, the designer can tailor the onboarding experience to the users’ needs and preferences, and avoid overwhelming or annoying them with too many or irrelevant prompts.
• Set prompt permissions: This allows the designer to target the prompts to specific user groups, based on profiles and permissions. This way, the designer can ensure that the prompts are relevant and useful to the users, and avoid showing them information that they do not need or have access to.

References:

• Salesforce In-App Guidance: Enhance Your User Experience
• Create and Manage In-App Guidance Prompts

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 Path’s Guidance for Success sections can include the following two elements:

• Images and Links: Images and links can be used to provide visual cues and additional resources for the sales representatives. For example, an image of a checklist or a link to a best practice document can help the reps complete the required tasks at each stage. Images and links can be added using the rich text editor in the Path Settings page.
• Rich Text: Rich text can be used to provide text-based guidance, such as tips, reminders, instructions, or motivational messages. For example, a rich text guidance can tell the reps what information they need to gather from the customer or what actions they need to take to move the opportunity forward. Rich text can be formatted using the rich text editor in the Path Settings page. References:
• : Set Up a Path
• : Considerations and Guidelines for Creating Paths
• : Optimize Sales Processes with Path in Salesforce

The two elements that can be used in the Path's Guidance for Success section are Images and Links and Rich Text. Images and Links can be used to provide visual elements to the Guidance for Success section, while Rich Text can be used to provide text-based explanations and instructions. In addition, a Progress Indicator can be used to show the user's progress through the Path.

Images and Links can be used to provide visual elements to the Guidance for Success section. For example, if the user needs to read an article, a link to the article can be included, as well as an image of the article cover. Similarly, if the user needs to view a video, a link to the video and an image of the video can be included.

Rich Text can be used to provide text-based explanations and instructions. This can include explanations of what the user should be doing at each stage of the Path, as well as any other helpful information.

Finally, a Progress Indicator can be used to show the user's progress through the Path. This can help the user understand where they are in the Path and how far they have left to go.

References: [1] https://help.salesforce.com/articleView?id=path_guidance.htm &type=5 [2] https://help.salesforce.com/articleView?id=path_customize_guidance_success.htm &type=5 [3] https://help.salesforce.com/articleView?id=path_use_guidance_success.htm &type=5

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

These are three of the four core principles of Web Content Accessibility Guidelines (WCAG), which provide a set of standards and best practices for making web content accessible to people with disabilities. The fourth principle is Perceivable, which means that the information and user interface components must be presented in ways that users can perceive. The principles are further divided into 13 guidelines and three levels of conformance (A, AA, and AAA). References:

• [Web Content Accessibility Guidelines (WCAG) Overview]
• [WCAG 2.1 at a Glance]

 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

Visibility of system status is the usability heuristic that is being used in this case. Visibility of system status means that the system should always keep users informed about what is going on, through appropriate feedback within reasonable time1. One way to apply this heuristic is to use visual indicators to let users know which form fields are required, such as asterisks, labels, or colors. This helps users to understand the expectations and requirements of the system, and to avoid errors or confusion. By providing clear and timely feedback, the system enhances the user experience and satisfaction. References: Learn About User Experience Design Unit | Salesforce Trailhead, [10 Usability Heuristics for User Interface Design], Salesforce User Experience (UX) Designer Certification Guide & Tips

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

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]

A docked prompt is a type of In-App Guidance that can be used to provide contextual help and guidance to the users in the Salesforce app. A docked prompt is a small pop-up window that appears at the bottom of the screen, and can contain text, images, links, or videos. A docked prompt can be triggered by various events, such as opening a page, clicking a button, or completing an action. A docked prompt can also be dismissed by the user, or set to expire after a certain time or date12

A UX Designer can customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team by creating a docked prompt based on new feature rollouts. This way, the UX Designer can:

• Inform the users about the new features and how they can benefit from them. For example, the UX Designer can create a docked prompt that introduces the new Einstein Opportunity Scoring feature, and explains how it can help the users prioritize their opportunities and close more deals3
• Guide the users through the steps and best practices to use the new features. For example, the UX Designer can create a docked prompt that shows the users how to access and configure the new Einstein Opportunity Scoring feature, and how to interpret and act on the scores3
• Engage the users and encourage them to explore and adopt the new features. For example, the UX Designer can create a docked prompt that includes a link to a video tutorial, a Trailhead module, or a feedback survey about the new Einstein Opportunity Scoring feature3
• Show a site map of all the content: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because a site map of all the content is not a typeof In-App Guidance, and it does not provide specific and timely help and guidance for the users. A site map of all the content is a visual representation of the structure and hierarchy of a website or app, and it can be useful for planning and designing the user interface, but not for providing In-App Guidance4
• Provide links to external resources, such as training videos or a company dictionary: This is not a way to customize the Salesforce Help Menu to meet the request of Cloud Kicks’ Sales team, because providing links to external resources is not a type of In-App Guidance, and it does not provide contextual and interactive help and guidance for the users. Providing links to external resources is a way to supplement the Salesforce Help Menu with additional information and resources, but not to create In-App Guidance5

References:

• Create In-App Guidance Unit | Salesforce Trailhead
• In-App Guidance - Salesforce Help
• Create a Docked Prompt for New Feature Rollouts Unit | Salesforce Trailhead
• What is a Sitemap? - Interaction Design Foundation
• Customize the Help Menu in Lightning Experience - Salesforce Help

The tool that the UX Designer should use to plan and communicate the intended page layouts of a community portal is wireframes. Wireframes are low-fidelity sketches or diagrams that show the basic structure, content, and functionality of a web page or app screen. Wireframes help the UX Designer to visualize the layout of the portal, arrange the elements according to their importance and relevance, and communicate the design concept to the stakeholders and developers. Wireframes are one of thelearning objectives for the Salesforce User Experience Designer certification 1. References: [Wireframes - Lightning Design System]

https://careerfoundry.com/en/blog/ux-design/website-app-wireframe-examples/

The Salesforce Navigation Setup mode allows the administrator to customize the navigation menu and navigation bar of the Salesforce mobile app using the Mobile Only app. The administrator can select the Lightning pages, Visualforce pages, Lightning components, and other productivity items that they want to appear in the navigation menu and navigation bar. The administrator can also reorder the navigation items and create tabs for them. To customize navigation items, in the Quick Find box, enter Navigation, and select Salesforce Navigation 1. Visualforce pages and Lightning pages can be included in the navigation menu and navigation bar of the Salesforce mobile app, as long as they have tabs created for them. To create a tab, from Setup, enter Tabs in the Quick Find box, and select Tabs 1. References: [Customize the Mobile Only Navigation Menu in the Salesforce Mobile App] (https://help.salesforce.com/s/articleView?id=sf.salesforce_app_customize_nav_menu.htm &language=en_US&type=5)

 The best way to present Knowledge articles to different audiences is to use page layouts or permissions to display only the fields needed for each audience. This way, the same article can be reused for both internal and external users, but with different levels of detail and visibility. Page layouts can control which fields are shown on the article detail page, and permissions can control which fields are searchable and editable. This is more efficient and consistent than writing separate articles for each audience, which would require more maintenance and duplication. Topics and data categories are different ways of organizing articles, but they do not affect the fields that are displayed. Topics are used for external sites, such as communities or portals, and data categories are used for internal sites, such as the Salesforce app. They can be mapped to each other, but they do not have to be organized the same way. References:

• 5 Best Practices for Salesforce Knowledge
• The Ultimate Guide to Salesforce Knowledge
• How to Write a Good Knowledge Base Article
• Prepare Your Salesforce Knowledge Base

 Dynamic Forms is a feature that allows users to customize the layout of a record detail page by placing fields and sections anywhere on the page, and applying visibility rules to show or hide them based on certain criteria. Dynamic Forms can help service agents to create user-centric, intuitive, and dynamic layouts that display only the relevant fields and sections for the reservation process. Dynamic Forms can also improve page load times and reduce the need for multiple page layouts and record types. Dynamic Forms is currently available for custom objects and some standard objects in Lightning Experience12. References:

• Dynamic Forms
• Get Started with Dynamic Forms

The best place for the team to explore Lightning component code, documentation, and specifications is the Components Library on developer.salesforce.com1. The Components Library is the Lightning components developer reference, where the team can find code samples, SDKs, tools, metadata coverage information, and a developer guide for Lightning Web Components1. The team can also use the live code environment to code their first Lightning web component and see the results in real time2. Salesforce Extensions for VS Code (A) is a powerful tool for developing Lightning components, but it is not a source of code, documentation, and specifications. Design Tokens on SLDS website (B) are a way to store and maintain consistent design attributes across different platforms, but they are not specific to Lightning Web Components. References:

• Components Library on developer.salesforce.com
• Get Started Coding | Lightning Web Components Developer Guide

 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

Designing perceivable content means that the content should be presented in a way that can be convertible between different formats, so that users with different sensory abilities can access it. For example, providing text alternatives for images and videos, captions and transcripts for audio, and audio descriptions for visual content. This way, users who are blind, deaf, or have low vision or hearing can perceive the content using assistive technologies, such as screen readers, braille keyboards, or captions. The content should not only be presented in a visual format (A) or an audio format (B), as that would exclude users who cannot see or hear the content. The content should be adaptable to different formats and devices, and follow the Web Content Accessibility Guidelines (WCAG) principle of perceivability12. References:

• Perceivable - Accessibility | MDN
• What Is Perceivability in Web Accessibility? WCAG Principles Explained

Q Tabs are a type of SLDS component that can be used to organize and consolidate content on a record page. Q Tabs are a variant of the Tabs component that are designed for use in the Lightning App Builder. Q Tabs allow users to switch between different views of related information within the same context. Q Tabs can also be nested to create subtabs within a tab. Q Tabs can help UX designers to create content-rich record pages that are easy to navigate and consume. Q Tabs can also help to reduce clutter and scrolling on a record page by grouping related content into tabs. Q Tabs can be customized with different icons, labels, and badges to indicate the type and status of the content in each tab. Q Tabs can also be configured to load content dynamically or on demand, which can improve the performance and user experience of the record page. References: Q Tabs Component Blueprint | Lightning Design System, Tabs Component Blueprint | Lightning Design System, Tabs | Lightning Web Components Developer Guide | Salesforce Developers

 To improve the experience of the service team at Cloud Kicks, their UX Designer should do the following12:

• B. Share list views to Public Groups and only add relevant users. This will help to organize and manage the list views based on the roles and responsibilities of the service team members, and to avoid cluttering their list view menu with unnecessary or irrelevant list views. Public Groups are collections ofusers, roles, or other groups that can be used to share list views, reports, dashboards, and other records3.
• C. Remove irrelevant public list views. This will help to reduce the number of list views available, and to make it easier for the service team members to find the relevant ones. Irrelevant public list views are those that are outdated, duplicated, unused, or not applicable to the service team’s needs or goals.

References: List Views - Salesforce Help, Your Complete Guide to Salesforce List Views in Lightning, Public Groups - Salesforce Help, Improve List View Performance - Salesforce

  The Salesforce app allows administrators to customize the brand color and the loading page logo to match the company’s branding. The brand color affects the key user interface elements such as the header, buttons, and search bar. The loading page logo is the image that appears after a mobile user logs in. These elements can be customized from Setup by entering Salesforce Branding in the Quick Find box, then selecting Salesforce Branding. The other elements, such as the search bar layout, the background image, and the focus link color, are not customizable in the Salesforce app. References:

• Customize Salesforce Mobile App Branding
• How Salesforce App Branding Works

The Salesforce Lightning Design System (SLDS) is a CSS framework that helps designers and developers create applications with the look and feel of Lightning Experience. SLDS provides a library of design tokens, icons, components, utilities, and patterns that can be used to build consistent, responsive, and accessible user interfaces1. One of the features that SLDS provides for designers and developers is semantic and accessible component markup. Semantic markup means using HTML elements that describe the meaning and structure of the content, rather than just the presentation. For example, using 

 for a main heading, 

 for a paragraph, or  for a button. Semantic markup helps to improve the readability, maintainability, and SEO of the code2. Accessible markup means using HTML attributes and techniques that enhance the usability and accessibility of the content for people with disabilities. For example, using aria-label to provide a descriptive label for an element, role to indicate the function of an element, or tabindex to control the keyboard focus order. Accessible markup helps to ensure that the content can be perceived, understood, operated, and interacted with by people using assistive technologies, such as screen readers, keyboards, or voice commands3. SLDS provides semantic and accessible markup for its components, which are reusable UI elements that can be customized and composed to create complex interfaces. SLDS components follow the Web Content Accessibility Guidelines (WCAG), which are the international standards for web accessibility4. SLDS components also use the BEM (Block Element Modifier)naming convention, which is a methodology for creating clear and consistent class names for CSS selectors5. By using SLDS components, designers and developers can create user interfaces that are not only visually appealing, but also meaningful and accessible for everyone. References: Introduction to the Salesforce Lightning Design System, Semantic HTML: How to Structure Web Pages, Accessible Rich Internet Applications (WAI-ARIA), Web Content Accessibility Guidelines (WCAG) Overview, BEM — Block Element Modifier

The Lightning component that should be used to organize content into collapsible sections is the Accordion component. The Accordion component displays vertically stacked sections of content that can be expanded and collapsed by clicking on the section headers. Users can control how much content is visible at once, and don’t need to scroll as much to see the content of a page. The Accordion component can also be configured to allow multiple sections tobe open at the same time. The Accordion component implements the accordion blueprint in the Salesforce Lightning Design System (SLDS). References:

• : lightning-accordion - documentation - Salesforce Lightning Component Library
• : Collapsible Related List in Lightning Experience
• : How To Create Expand/Collapse Sections In SFDC Lightning Component

The Lightning Accordion component isdesigned to help create an organized, collapsible display of content. It is composed of a header and a body, which can be used to display different sections of content in an organized way. The body of the Accordion is hidden until the header is clicked, allowing the user to quickly and easily access the content they need. Salesforce provides a detailed guide to using the Accordion component, including examples and code snippets, which can be found here: https://developer.salesforce.com/docs/component-library/documentation/lwc/lwc.use_accordion.

 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

To provide more intuitive access to regularly used content, a sales representative can use the following two recommendations:

• Personalize the Navigation bar: The Navigation bar is the horizontal menu at the top of the Lightning Experience page that allows users to switch between different items, such as apps, objects, or utilities. Users can personalize the Navigation bar by adding, removing, or rearranging items according to their preferences and needs. For example, a sales representative can add the Accounts, Opportunities, and Reports items to the Navigation bar for quick access. To personalize the Navigation bar, users can click on the pencil icon next to the app name and use the Edit option.
• Create shortcuts Favorites: Favorites are bookmarks that users can create to save links to frequently accessed pages, records, reports, dashboards, or groups in Salesforce. Users can create favorites by clicking on the star icon in the header of any page. Users can also organize their favorites into folders and access them from any device. To view or manage favorites, users can click on the Favorites icon in the header. Favorites can help users save time and navigate Salesforce more efficiently.

To document user goals, common tasks, and pain points for a new service experience, the tool that a UX Designer should use is user personas. User personas are fictional representations of the target users, based on real data and research. User personas help the designer to understand the needs, motivations, behaviors, and expectations of the users, as well as their challenges and frustrations. User personas can also help the designer to prioritize features, create scenarios, and design solutions that are relevant and meaningful for the users. References: : UX Designer Certification Prep: Designing for User Research | Trailhead : User Personas | Salesforce Developer Guide

The approach that is being followed by the UX Designer is the Human-Centered Design. This is a creative design approach that focuses on understanding the end-user’s needs, problems,and context, and then creating solutions that are desirable, feasible, and viable for them. The Human-Centered Design process typically involves four phases: empathize, define, ideate, and prototype.

References:

• : Human-Centered Design
• : Empathize, Define, Ideate, Prototype

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

 To implement a brand style guide using out-of-the box Experience Builder features, the best option is to apply brand fonts and colors. This can be done by using themes and branding sets in Experience Builder. Themes are collections of information that define the visual flow of a site, such as colors, fonts, and spacing. Branding sets are groups of assets that can be applied to a theme, such as logos, images, and icons. By using themes and branding sets, CK can customize the look and feel of their site without coding or using a different template. References: Add Style to Your Experience Builder Site with Themes, Use Branding Sets in Experience Builder

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

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

These three methods would deliver a branded experience for a customer who has strict requirements to stay focused on out-of-the-box styling and components only. They are all features of the Builder tool, which is a drag-and-drop interface that allows users to create and customize websites without coding. By using these methods, a UX Designer can create a consistent and appealing visual identity for the customer’s site, as well as showcase their brand values and personality.

• Select a footer and configure which social media links to display: The footer is the bottom section of a web page that usually contains information such as contact details, terms and conditions, privacy policy, and social media links. By selecting a footer component from the Builder library, a UX Designer can easily add and configure the social media links that the customer wants to display on their site. This can help the customer connect with their audience, increase their brand awareness, and drive traffic to their social media platforms.
• Select a theme and customize content including copy and imagery: A theme is a predefined set of design elements, such as colors, fonts, and layouts, that can be applied to a website to give it a consistent and professional look. By selecting a theme from the Builder library, a UX Designer can quickly create a site that matches the customer’s brand identity and preferences. A UX Designer can also customize the content of the site, such as the copy and imagery, to make it more relevant and engaging for the customer’s target audience.
• Use the theme editor to adjust fonts, text case, colors, and site logo: The theme editor is a feature of the Builder tool that allows users to fine-tune the appearance of their site by adjusting various design elements, such as fonts, text case, colors, and site logo. By using the theme editor, a UX Designer can create a site that reflects the customer’s brand personality and style, as well as enhance the readability and usability of the site. A UX Designer can also upload the customer’s site logo, which is a graphical representation of their brand name or symbol, to increase their brand recognition and credibility.

References:

• Builder Overview
• Create a Site with Builder
• Customize Your Site with the Theme Editor

When restyling a<lightning-modal />Lightning Web Component (LWC) to meet brand guidelines, it's important to know that styling customization options may be limited. Specifically, only the main Lightning Modal component can be styled using styling hooks. This limitation means that while you can apply brand-specific styles to the overall modal component using styling hooks, the finer control over the modal's internal sections (like the body, footer, and header) might not be directly accessible through these hooks. This constraint necessitates a strategic approach to styling, focusing on the aspects of the modal that can be customized to align with brand guidelines while understanding the inherent limitations.

References:For more information on styling Lightning Web Components and the use of styling hooks, the Salesforce Developer Documentation on Lightning Web Components and the Salesforce Lightning Design System (SLDS) offers detailed guidance and best practices.

 A page header is a component that appears at the top of every page on a Digital Experience site, and usually contains the site logo, the site name, the navigation menu, and other elements that provide a consistent and recognizable look and feel for the site. A UX Designer can code the page header to update the logo for Cloud Kicks by using the Experience Builder or the Developer Console1. The Experience Builder is a point-and-click tool that allows creating and customizing the page header using predefined templates, themes, and components. The Developer Console is a code editor that allows creating and editing the page header using HTML, CSS, JavaScript, and Lightning components2. Both tools provide the option to upload and insert the new logo image file into the page header, and to adjust its size, position, and alignment.

The other two options, Visualforce pages and email templates, are not the places where the UX Designer needs to code to update the logo for Cloud Kicks. Visualforce pages are web pages that can be used to create custom user interfaces for Digital Experience sites, but they do not affect the page header, which is a separate component that can be added to any page3. Email templates are predefined layouts and content that can be used to send emails to the site users, but they do not have any impact on the site appearance or functionality.

References: Create a Custom Header for Your Site | Salesforce Trailhead and Customize Your Site Header and Footer | Salesforce Trailhead

The Salesforce Lightning Design System (SLDS) is a collection of design guidelines, components, and resources that enable developers and designers to build consistent, high-quality, and responsive user interfaces across the Salesforce platform. The SLDS provides UI kits and plugins for popular design and prototyping tools, such as Sketch, Adobe XD, and Figma, that allow designers to quickly create mockups and wireframes using the SLDS components and styles. By leveraging the SLDS, the designer can accelerate the visual design process and ensure alignment with the Salesforce brand and best practices. References:

• [Salesforce Lightning Design System]
• [UI Kits and Plugins]
• [UX Designer Certification Prep: Visual Design]

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.

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

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

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 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]

Human-centered design is a process that starts with the people you are designing for and ends with new solutions that are tailor-made to suit their needs. It involves understanding the problem from the perspective of the end-users, empathizing with their needs and preferences, and creating solutions that are desirable, feasible, and viable. To incorporate human-centered design across an organization, two practices that should be adopted are:

• Observing user behavior: This involves watching how users interact with a product or service, what they do, say, think, and feel. Observing user behavior can help identify painpoints, needs, goals, motivations, and emotions that drive user behavior. It can also reveal insights that users may not be able to articulate or may not be aware of themselves. Observing user behavior can be done through methods such as user interviews, contextual inquiry, usability testing, and analytics.
• Putting oneself in the situation of the end-user: This involves imagining or experiencing what the user goes through when using a product or service, and how they perceive and respond to it. Putting oneself in the situation of the end-user can help build empathy, understand the user’s context and environment, and generate ideas that address the user’s needs and expectations. Putting oneself in the situation of the end-user can be done through methods such as personas, scenarios, journey maps, and empathy maps.

References:

• : [What is Human-Centered Design?]
• : [Human-Centered Design: The Definitive Guide]
• : [UX Research: What is User Behavior?]
• : [Observing the User Experience: A Practitioner’s Guide to User Research]
• : [UX Research Methods: Observation]
• : [Empathy in Design Thinking]
• : [UX Research Methods: Empathy]

 The next phase after discovery, research analysis, and ideation is prototyping, which is the process of creating low-fidelity or high-fidelity representations of the design solution that can be tested and validated with users and stakeholders. To prepare for this phase, the UX designer should determine what to prototype, which means deciding on the scope, the level of detail, the format, and the tools for creating the prototype. The UX designer should consider the following factors when determining what to prototype:

• The goals and objectives of the prototype: What is the purpose of the prototype? What questions or hypotheses does it aim to answer or test? What feedback or data does it seek to collect?
• The target users and audience of the prototype: Who are the users and stakeholders that will interact with or evaluate the prototype? What are their needs, expectations, and preferences? How will they access and use the prototype?
• The features and functionality of the prototype: What are the key features and functionality that the prototype should include or exclude? How will they support the user goals and tasks? How will they demonstrate the value proposition and the design principles of the solution?
• The fidelity and interactivity of the prototype: How realistic and detailed should the prototype be? How interactive and responsive should the prototype be? How will the prototype convey the look and feel, the content, and the behavior of the solution?
• The tools and methods of the prototype: What tools and methods will be used to create and present the prototype? How will they affect the time, cost, and quality of the prototype? How will they facilitate the testing and validation of the prototype?

References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : User Experience Designer Certification Prep: Module 6: Validate User Interfaces
• : What is Prototyping?

The next phase for a UX designer after completing discovery, research analysis, andideation is to determine what to prototype. Prototyping is the process of creating a model, mock-up, or simulation of a user interface to test out ideas and gain feedback from users. Prototyping can be done in a variety of ways, from low-fidelity paper prototypes to high-fidelity digital prototypes. It is important to consider the purpose of the prototype and the amount of detail needed to accurately test out the user experience.

To prepare for the prototyping phase, a UX designer should review the researchdata and user insights gathered during the discovery, research analysis, and ideation stages. They should determine what needs to be tested out and create a plan for creating the prototype, considering the level of fidelity needed, the resources available, and the timeline. Additionally, they should consider what metrics they want to measure when testing the prototype, such as user engagement, usability, and satisfaction.

References: [1] https://www.salesforce.com/blog/2019/12/ux-design-prototyping.html [2]  https://uxplanet.org/the-importance-of-prototyping-in-ux-design-process-dd4b4a8f76e [3] https://uxdesign.cc/prototyping-a-comprehensive-guide-e87f3d3fbb37

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?

When the Service team at Cloud Kicks faces difficulty due to an overload of list views, the most effective way to improve their experience is by decluttering the list views to make relevant ones easier to find. This can be achieved by:

• Streamlining the List Views:Removing less frequently used or irrelevant list views from the public view helps in reducing clutter and focusing on the most pertinent information. This streamlining process makes navigation more intuitive and efficient for the service team members.

Options B (Updating Sharing Rules) and C (Allowing users to manage public list views) might help in managing access to records and customization, but they do not directly address the issue of having too many list views, which is the primary concern impacting the team's ability to find relevant information quickly.

References:Salesforce's documentation on managing list views provides strategies for organizing and customizing list views to improve usability and efficiency. This includes guidelines on creating, editing, and managing visibility of list views to ensure that users have access to the most relevant and useful information.

To create visual consistency with regard to alignments, grids, spacing, and typography, the part of the Salesforce Lightning Design System (SLDS) that should be used is utility classes. Utility classes are CSS classes that provide common styling properties, such as margins, paddings, borders, colors, fonts, and text alignments. Utility classes can be applied to any HTML element to quickly and easily adjust its appearance and layout. Utility classes follow the BEM (Block Element Modifier) naming convention, which makes them easy to read and understand. Utility classes can help the designer to create visual consistency across the Lightning components and pages, without writing custom CSS or overriding the component blueprints. References: : Utility Classes | Lightning Design System : UX Designer Certification Prep: Designing with Lightning Design System | Trailhead

A usability testing report is a document that summarizes the findings and insights from a usability test, which is a method of evaluating a product or service by observing how real users interact with it. A usability testing report should provide clear and actionable recommendations for improving the user experience and usability of the product or service1. One of the best practices for presenting the findings of a usability testing report is to be specific about the issues testers encountered. This means describing the problems in detail, explaining how they affected the user’s performance and satisfaction, and providing evidence from the data collected, such as quotes, screenshots, videos, or metrics. Being specific about the issues helps to illustrate the severity and impact of the problems, as well as to justify the need for improvement2.

The other two options, reporting only the new issues and omitting already known bugs, and including the names of participants in the report, are not good practices for presenting the findings of a usability testing report. Reporting only the new issues and omitting already known bugs can create a biased and incomplete picture of the usability test results, as it can overlook the recurring and persistent problems that may still affect the user experience and usability of the product or service. Including the names of participants in the report can violate the ethical and legal principles of user research, such as confidentiality, anonymity, and informed consent, which require protecting the privacy and identity of the users who participate in the research3.

References: How to Write a Usability Testing Report (With Templates and Examples) - Xtensio, How to Report Usability Test Results for Maximum Impact | Maze, Ethical Considerations in User Research and Testing | Interaction Design Foundation (IxDF)

An interactive prototype is a simulation of the final product that allows users to interact with it and test its functionality and usability. An interactive prototype can be created using tools such as Figma or Invision, and can be shared with stakeholders and users for feedback and validation. An interactive prototype can have several benefits for a UX designer, especially when planning to roll out a refreshed version of a mobile app with some new functionality for customers. Two of these benefits are12:

• To avoid added long-term cost from oversight-driven rework. An interactive prototype can help the UX designer to identify and fix any errors, bugs, or gaps in the design before the development stage. This can save time and money that would otherwise be spent on reworking the product after it is developed. An interactive prototype can also help the UX designer toensure that the new functionality is aligned with the customer needs and expectations, and that it does not compromise the existing functionality or performance of the app.
• To enable iterative feedback from the users. An interactive prototype can provide a realistic and engaging user experience, and allow the users to explore the app and provide their opinions and suggestions. The UX designer can use the user feedback to iterate and improve the design, and to validate the assumptions and hypotheses. An interactive prototype can also help the UX designer to measure the user satisfaction and loyalty, and to test the app’s usability and accessibility.

The following two reasons are not valid for using an interactive prototype in this situation:

• To increase the speed of design compared to paper prototyping. An interactive prototype is not necessarily faster than a paper prototype, as it requires more time and effort to create and refine. A paper prototype is a low-fidelity prototype that uses sketches or drawings to represent the app’s layout and functionality. A paper prototype can be useful for generating and testing ideas quickly and cheaply, and for involving the users in the co-design process3.
• To eliminate the need for journey mapping during discovery. An interactive prototype is not a substitute for journey mapping, but a complement. Journey mapping is a UX research method that visualizes the user’s journey across the app, and identifies the touchpoints, actions, emotions, and pain points. Journey mapping can help the UX designer to understand the user’s context, goals, and needs, and to discover the opportunities for improvement. An interactive prototype can help the UX designer to test and validate the journey map, and to communicate the design vision to the stakeholders and users4. References: Interactive Prototypes Without Coding - Studio by UXPin, What is Interactive Prototypes? — updated 2023 | IxDF, Paper Prototyping as a Usability Testing Technique, Journey Mapping 101 | Nielsen Norman Group

Dynamic Actions are a feature that allows the UX Designer to customize the actions that appear on the Highlights panel of a Lightning record page based on criteria such as record status, user profile, or field value. This way, the UX Designer can declutter the Highlights panel and show only the relevant actions for each record. Dynamic Actions can be configured in the Lightning App Builder instead of the page layout editor, which gives more flexibility and control to the UX Designer. References:

• Salesforce Dynamic Actions – Overview & Deep Dive Tutorial
• Create Dynamic Actions in Lightning App Builder - Salesforce
• Add Visibility Rules for Dynamic Pages - Trailhead

A wireframe prototype is a low-fidelity representation of the content and structure of a new feature, without any visual design or branding elements. It is used to test the usability and functionality of the feature with the user, and to gather feedback and iterate on the design. A wireframe prototype can be created using tools like Sketch, Figma, or Adobe XD, and can be interactive or static. References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 2.2: Design and test prototypes
• [UX Designer Certification Prep: Prototyping], Unit 2: Wireframes and Prototypes
• [Prepare for Your UX Designer Credential], Trailmix: Prototyping

 Human-centered design is a practice where designers focus on people and their context, and seek to understand and solve the right problems for them. Human-centered design involves the following elements1:

• Empathy. Designers need to genuinely care about the people they design for, and build empathy by immersing themselves in the community that will use their products or services.
• Creativity. Designers need to find creative ways to solve users’ problems, and generate multiple ideas and prototypes that can be tested and refined.
• Business needs. Designers need to make their products or services commercially successful, and align them with the goals and values of the organization.

To incorporate human-centered design across its organization, Cloud Kicks should adopt the following two practices:

• Observing user behavior. Designers should conduct user research and communicate with their users regularly, to understand their needs, motivations, challenges, and goals. Observing user behavior can help designers to identify the pain points and opportunities for improvement, and to validate their assumptions and hypotheses.
• Putting oneself in the situation of the end user. Designers should empathize with their users, and try to see the world from their perspective. Putting oneself in the situation of the end user can help designers to create products or services that are relevant, useful, and desirable for them.

The following two practices are not aligned with human-centered design, and should be avoided:

• Including innovative ideas to showcase technology. Designers should not prioritize technology over people, and should not include features or functions that are not necessary or beneficial for the users. Including innovative ideas to showcase technology can lead to products or services that are complex, confusing, or frustrating for the users.
• Creating requirements based on business leaders’ priorities. Designers should not ignore the voice of the users, and should not create products or services that only satisfy the business needs. Creating requirements based on business leaders’ priorities can lead to products or services that are irrelevant, useless, or undesirable for the users.

References: Human-Centered Design: An Introduction, Practices, and Principles - Shopify