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Question 131 - Certified User Experience Designer discussion

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A UX Designer is asked to build a solution in Salesforce to accommodate a call center's process and make it easier for them to log complaints.

How should the designer illustrate the existing process, including the pain points and opportunities?

A.
Observe the complaints process and create a business process diagram.
Answers
A.
Observe the complaints process and create a business process diagram.
B.
Observe the complaints process and create a journey map.
Answers
B.
Observe the complaints process and create a journey map.
C.
Observe the complaints process and create a prototype.
Answers
C.
Observe the complaints process and create a prototype.
Suggested answer: B

Explanation:

The best way for the designer to illustrate the existing process, including the pain points and opportunities, is to observe the complaints process and create a journey map. A journey map is a visual representation of the customer's or user's experience with a product or service, from their perspective. It shows the steps, interactions, thoughts, feelings, touchpoints, context, and opportunities for improvement along the way. A journey map can help the designer to understand the current state of the complaints process, identify the pain points and gaps, and prioritize the areas for intervention. A journey map can also help to communicate the user's needs and expectations to the stakeholders and developers, and align them on a common vision for the solution.Reference:

:Start Your Journey Map Unit | Salesforce Trailhead

:Add Journey Mapping to Your Solution Toolbox Unit | Salesforce Trailhead

:Customer Journey Mapping Resources - Salesforce

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asked 23/09/2024
Justin Kim
38 questions
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