Salesforce Certified User Experience Designer Practice Test - Questions Answers, Page 7

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:

Voicereflects 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.

Tonereflects 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.

: [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 UX designer's role is not only to design solutions, but also to facilitate collaboration and communication among stakeholders and users. A clear, consistent sales process is essential for Salesforce adoption, as it defines the steps and actions that sales representatives need to take to close deals. Without a common understanding of the sales process, the UX designer cannot design a Salesforce solution that meets the needs and expectations of the users and the business. Therefore, the designer should conduct a workshop with stakeholders to align on the current state and build consensus on the desired future state. A workshop is an interactive session where the designer can use various techniques, such as journey mapping, persona creation, user stories, and prioritization, to elicit the pain points, goals, and requirements of the stakeholders and users.A workshop can also help the designer to establish trust and rapport with the participants, and to gain their buy-in and feedback for the proposed solution12.Reference:Salesforce Adoption Strategies | Salesforce Trailhead,6 Guiding Principles to Maximize Your Salesforce Adoption | Salesforce Admins

Card sorting is a technique that helps UX designers understand the mental model of users and how they organize information into categories. Card sorting involves giving users a set of cards, each with a piece of information or a feature, and asking them to sort them into groups that make sense to them. The designer can then analyze the results and identify patterns, similarities, and differences among the users' categorizations. Card sorting can help the designer suggest a suitable architecture for the new internal community, based on how the employees think about the site's content and functionality.Card sorting can be done in person or online, using tools like OptimalSort or UserZoom1.Reference:

[Salesforce Certified User Experience Designer Exam Guide], Section 2.1: Conduct user research

[UX Designer Certification Prep: User Research], Unit 3: User Research Methods

[Prepare for Your UX Designer Credential], Trailmix: User Research

[Card Sorting: A Definitive Guide]1

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.

: Favorites in Lightning Experience

: Personalize Your Navigation Bar

The two design considerations that should be made when creating a customer support site in Experience Builder that will be internationalized across 12 different countries are:

Countries may read text in a different direction (right to left vs. left to right) and layouts will need to be adjusted. This is because some languages, such as Arabic and Hebrew, are written from right to left, while others, such as English and French, are written from left to right. This affects not only the text alignment, but also the placement of UI elements, such as buttons, menus, icons, and images. To accommodate different reading directions, the site should use a flexible layout that can be mirrored or flipped based on the language setting.This also follows the principle of designing for accessibility and inclusion, which is one of the learning objectives for the Salesforce User Experience Designer certification12

Colors may have different cultural meanings in different countries, changing the intent of UI elements. This is because colors can convey different emotions, associations, and messages depending on the cultural context. For example, red can mean danger, passion, or luck, depending on the country. Therefore, the site should use colors that are appropriate and respectful for the target audience, and avoid colors that may be offensive or misleading.This also follows the principle of designing for the user's context and environment, which is another learning objective for the Salesforce User Experience Designer certification34

: https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-accessibility-and-inclusion :1: https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-the-users-context-and-environment :2: https://www.w3.org/International/questions/qa-scripts :3: https://www.shutterstock.com/blog/color-symbolism-and-meanings-around-the-world :4

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 theloadStyle()method from theplatformResourceLoadermodule.Alternatively, a shared CSS file can be created as a LWC component, and imported into the components using the@importdirective134.

: [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]

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.

The tool to install that the UX Designer needs is theSketch 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.

: Salesforce Lightning Design System

: Sketch Plugin