SALESFORCE USER EXPERIENCE DESINER EXAM
2023-2024/SALESFORCE UX DESIGNER
CERTIFICATION ACTUAL EXAM 200 QUESTIONS
AND CORRECT ANSWERS|AGRADE
Which is an important principle of the Salesforce personas? – ANSWER- They are
based on user’s goals, behaviors, and motivations.
Which of these can help you integrate personas into your design and development
process? – ANSWER- Schedule a meeting with your colleagues to introduce the
personas and collaborate on writing user stories.
The alteration of behavior by subjects of a study due to their awareness of being
observed. – ANSWER- The Hawthorne Effect.
What is the contrast ration between text and text background (from Web Content
Accessibility Guidelines WCAG 2.0) – ANSWER- At least 4.5 to 1. If font is at
least 24 px. Or is 19 px bold, the minimum drops to 3 to 1.
What methods focus on what people say? – ANSWER- Attitudinal methods.
Two factors that should be taken into consideration when formulating discovery
questions. – ANSWER- 1. Aim: the intent of your work – what your you trying to
find out? 2. Scope: Who you’re researching and how you’re doing your analysis.
UX designer wants to communicate the value of diversity, inclusion, and equality
in design. Which 3 business outcomes represent these values? – ANSWER- 1.
Greater market share 2. Economic growth 3. Critical investing.
The visual representation of business processes. – ANSWER- Process mapping
What is a storyboard? – ANSWER- Sequence of illustrations that help designers
and stakeholders visualize how users interact with your product or service at each
stage of their journey.
What makes an undeniable pitch for an innovation project? – ANSWER- A clear
description of the concept, an advanced prototype, a business case, and an
implementation plan.
Name 4 most critical value drivers. – ANSWER- 1. Increasing revenue 2. reducing
cost 3. improving productivity 4. increasing strategic capabilities
4 ways to win over skeptics – ANSWER- 1. Include an executive summary with
the most important business value related headlines. 2. Summarize the market size
and opportunity and gain some credibility with 3rd party data. 3. Highlight the key
business levers and metrics associated with the first phase. 4. Compare the
financial benefit vs. cost. Make sure the scale is tipped in your favor.
Which is the best research method to help understand what people do? –
ANSWER- Behavioral
5 principles of UPN (Universal Process Notation) – ANSWER- 1. No more than 8-
10 activity boxes on a screen. 2. Drill down from an activity box to a lower level to
describe the detail. 3. Attach supporting information to an activity box 4. View and
edit controlled by access. 5. Version control and history of changes at a diagram
level.
Capability Model – ANSWER- Industry blueprints list out the high level process
areas. These are used for scoping out the specific area that you are mapping and to
show the context within the overall business.
SIPOC Map – ANSWER- SIPOC map shows the key elements of a process such
as: Suppliers, Inputs, Process, Output, Customers
Value Stream Map – ANSWER- Used to visualize the flow of material and
information that is needed to bring a product to the customer. (measures inputs and
outputs).
Why is it best practice to keep prototypes as low to mid fidelity during the early
stages of rapid prototyping? – ANSWER- Rapid prototyping involves quick
feedback and iteration so high-fidelity would be a waste of time.
What does V2MOM Standfor? – ANSWER- Vision: What do you want to achieve?
Values: What’s important to you? Methods: How do you get it? Obstacles: What is
preventing you from being successful? Measures: How do you know you have it?
What is a key consideration for using color responsibly with accessibility in mind?
- ANSWER- Ensure there is enough contrast between adjacent colors. Adjacent
colors should contain enough contrast to accommodate users with visual
challenges.
What feature does a screen reader user commonly use to navigate through a page? - ANSWER- Heading Structure: Users who use screen readers most commonly
utilize the heading structure to navigate.
What is WCAG? – ANSWER- Web Content Accessibility Guidelines. Explain how
to make web content more accessible to people with disabilities.
Which two WCAG restrictions are crucial to follow when designing animation for
the web? – ANSWER- 1. Limit flashing or blinking. Avoid any animation that
flashes or blinks more than 3 times per second. 2. Animations longer than 5
seconds should be able to be stopped or paused.
What does RACI stand for? – ANSWER- Responsible, Accountable, Consulted,
Informed
UX Artifacts – ANSWER- Craft-based deliverables, such as sketches,
compositions, shapes, and interactions. Two main categories: Mapping and
Screens
Journey Map – ANSWER- Visualization of each step of a persona’s experience
with a product or service over a period of time.
Service Blueprint – ANSWER- Extends a journey map by diagraming the before
and after states. Shows what happens before and after using a product or service.
Ecosystem Map – ANSWER- Helps visualize complex relationships among
multiple systems.
Empathy Map – ANSWER- Visualization of how a user thinks, feels, acts, and
speaks (Think, feel say, do)
Mental Model – ANSWER- Interaction pattern in your brain. It represents how you
think a system should work.
3 ways prototypes can be used. – ANSWER- 1. Ideation: To generate ideas and
provide stimulus for others to build on. 2. Exploration: To try different ways of
doing something or challenge assumptions. 3. Validation: to confirm that a design
solves a problem well and is usable.
Splash Pages – ANSWER- Medium fidelity prototyping tool: two-page websites
that use mockups to explain a concept, and offer a button so users can show
interest.
6 low-fidelity prototypes – ANSWER- 1. Sketches 2. Paper interfaces 3. Building
block prototypes 4. Borrowing and recombining 5. Live action + survey 6. Role
playing
5 medium-fidelity prototypes – ANSWER- 1. Wireframes 2. Mockups 3. Splash
pages 4. Foam or 3D-printed models 5. Interactive prototypes
5 Best Practices when conveying findings from prototype testing. – ANSWER- 1.
Create a one-page executive summary. 2. Give analytical and emotional highlights.
- Consider your audience. 4. Make the document ell the story. 5. Keep it lean
(deck should be around 10 slides long)
What are the goals of relationship design? – ANSWER- Encouraging social
connection, engagement, and values.
What criteria does relationship design add to the human-centered design
requirements of desirability, feasibility, and viability? – ANSWER- Inclusivity,
sustainability, ethics
What is the focus of service design? – ANSWER- Creating a consistent brand
experience for customers across distinct interactions. The total customer
experience in the primary focus of service design.
User experience (UX) design – ANSWER- The creation of meaningful and relevant
experiences for users.
Service design – ANSWER- The creation of consistent user or customer
experiences across multiple interactions.