User Experience (UX) Designer A Must Have Certificate for all Savvy Salesforce Professionals!

User Experience (UX) Designer A Must Have Certificate for all Savvy Salesforce Professionals!

A few weeks ago, I appeared for the Salesforce Certified User Experience Designer Certification exam and – Yay – Passed!

After I announced on the Social Media that I am now a Certified User Experience Designer, lots of people messaged me to ask about my expeirence and how to prepare for this exam.

So, in the spirit of Ohana, I want to share – with my fellow aspirants – how to do the same! Let us go!

One of the things I learnt – after closely working with diverse end user groups – is that, technology exists to solveand not create – problems!

Here is a real use case.

When I was working at a financial firm, we implemented Financial Service Cloud. However, one day, one of our Sales Directors came to my desk to discuss factors that, data showed, affected lack of adoption in specific groups. For instance, data showed that, younger users adopted the system very quickly but user that comprised of 50+ age group had a harder time adopting the new system. He then gave me a breakdown of the problem as follows:

  • User in a higher age group were not able to understand how to create a new lead
  • They had a harder time knowing what fields are important to create a lead
  • Users expressed frustration when they had to learn how to schedule follow-up appointments, etc.

I know, you may be baffled and thinking – what? Users in a higher age group cannot even figure out such simple stuff?! Well, let us start with some empathy for this group!

For, remember, not everyone comes from the same background – some of the users may not be fluent in English; others may have started to use computer at a very late stage in their lives etc. In short, there could be many factors that may hamper a user’s ability to leverage technology to solve business problems.

So, do you now see why it is of utmost importance that you understand how to design UX/UI so that you can skyrocket adoption of the system you design?

With that in mind, let us discuss some approaches to simplify User experience. Let us see how we can harness tools like In-App Guidance and Walkthroughs to improve information presentation and user flow.

The moral of the story is, when you design the system, think about the users that will be using the machine, and not the machines! This is one of the best ways – and I would even venture to state that it is the only way – to make designs more human-centered. If you, as a designer, put technology first, you will never be able to help users. This can not only have a negative impact on your overall design process but, it will also derail adoption of a system that you so painstakingly designed!

So, to help you navigate the process better, I am dividing this article in three sections:

  1. What is User Experience (UX) Design?
  2. What is the purpose of User Experience Certification?
  3. How to prepare for the exam?

What is User Experience (UX) Design?

User experience design is a popular business buzzword right now. You may be thinking – Ok, great, so what? I understand that, in order to be convinced of its importance, you are justified in wondering – what does User Experience (UX) Design really mean? And, how can a product benefit from a better design?

So, let us start with the wisdom of one of the greatest UX/UI guru of our times and see what he had to say about UX/UI

Design is not just about the look and the feel. Design is about how it works. – Steve Jobs

The above translates as follows: User experience is necessary because it tries to fulfill the user’s needs. It aims to provide positive experiences that keeps a user loyal to the product or brand. Additionally, a meaningful user experience helps companies to improve the user adoption and help businesses to achieve their goals.

What is the purpose of User Experience Certification?

When a customer comes to us with a problem, most of us directly jump straight to offering solutions. Take a deep breath – and please, don’t jump to straight to offering solutions.

Savvy designers or architects start by identifying the problem and then developing ideas to solve that problem. Some of the things I learnt, while reading materials to prepare for this exam, are:

  • Understanding customers’ problems comes only after you understand customers deeply.
  • The right solutions only result from solving the right problems.
  • Don’t fall in love with (or jump to) solutions until you understand the problem to solve.
  • To succeed, test multiple designs or solutions — and don’t be afraid to fail fast, and often.

In our day-to-day lives, we implement business processes in Salesforce that comprises of some kind of UI/UX design. The goal of this certification is to sharpen that skill so that you can solve complex problems in a user-centric way. 

Remember, this certification will teach you skills which you can then apply in most of your designs – either UI or backend. I strongly recommend that every savvy Salesforce professional should get their User Experience Designer Certification! An implementation is successful not by delivering the project but when user adoption is high and business achieves their goals.  

How to prepare for the exam?

Learning styles differ widely – so, there is no magic formula that one can follow to clear an exam. The best practice is to study for a few hours daily – rain or shine! Below are some details about the exam and study materials:

  • 65 multiple-choice/multiple-select questions – 105 mins
  • 65% is the passing score
  • The exam Fee is $200 plus applicable taxes

There are tons of blogs out there to help you to prepare for user experience exam.

The following list is not exhaustive; so, check it out and use it as a starting point:

  1. Preparing for the Salesforce Certified User Experience Designer Certification
  2. Salesforce User Experience Designer Certification
  3. FOMO No Mo – Passing the Salesforce User Experience Designer Certification

Check the following, in addition to the above, to prepare for this exam:

  1. Highly recommend
    1. Take IBM Enterprise Design Thinking
    2. Salesforce UX Designer Certification PrepTrailmix
    3. Salesforce User Experience Designer Certification PrepTrailhead
    4. Review Salesforce UX Designer Cert Prep guide
  2. Optional
    1. Spend 3-5 weeks time to complete, Google UX Design Certificate Course on Coursera if you can – I am still working on it!

Make sure to get some hand-on experience with tools like In-App Guidance, Walkthroughs and other tools that aim to improve user experience.  

Some of the tools I have used during various phases of the design process include:

  1. User Research
  2. Wire-framing and prototyping
    1. Sketch with Lightning Design System Plugin
    2. Avonni Creator

On a very high level, you have to understand the following topics to clear the exam:

  1. Discovery: 13%
    1.  Suggestions to identify metrics to measure end-user adoption of Salesforce
      1. How many opportunities have users created in the last 30 days?
      2. How many activities did users complete in the last 30 days?
      3. What data have users created or updated in the last 30 days?
      4. What is the login rate over the last 7 days?
      5. Who is logging in, and more importantly, who is not logging in and why?
    2. Tools to measure Data Quality
      1. Data quality dashboards
        1. Salesforce CRM Dashboards
        2. Sales Activity Dashboards
        3. Service and Support Dashboards
    3. Assess User Satisfaction
      1. Direct Feedback
      2. Chatter Group
    4. Here are some sample questions and to define success metrics
      Key Questions Success Metrics
      How is my team tracking with sales? Year-to-date (YTD) sales
      Quarter-to-date (QTD) sales
      Opportunity win/loss ratio for current and previous year
      Do I have a sufficient pipeline? New business pipeline
      Pipeline by owner
      What is the quality of my leads? Lead conversion rates
      Lead conversion rates by source
      Are we remaining engaged with our customers? Accounts with no activities for the last 90 days
    5. User stories explain the roles of users in a Salesforce system, their desired activities, and what they intend to accomplish.
    6. User stories helps you:
      1. Save time when prioritizing the development/implementation of requirements and functionality.
      2. Focus on how a project can deliver value back to the customer/end-user.
      3. Avoid restrictions that occur when specification details are defined too early on.
      4. Increase collaboration and transparency within the project team.
      5. Deliver features/products that users actually need.
      6. Assist in testing solutions.
    7. Three Components of User Story
      1. Who – From whose perspective will this story be written
      2. What – What goal will be accomplished
      3. Why – Why does the user need the functionality
    8. The who, what, and why are arranged in a sentence like this:
      1. As a < who >
      2. I want < what >
      3. So that < why >
        1. Example – As a customer care representative, I want to take ownership of new cases and communicate with customers so that I can provide high-touch customer experiences.
    9. A successful user story is (INVEST checklist)
      1. Independent – User stories should be independent and not overlapping in concept with another user story.
      2. Negotiable – A user story is not a contract. A story is an invitation to a conversation. It captures the essence, not the details.
      3. Valuable – The user story needs to be useful to the end user. If a story does not have value, it should not be created.
      4. Estimable – A successful user story’s timeline can be estimated. An exact estimate is not required, but just enough to help prioritize and schedule the story’s development/implementation.
      5. Small – Most effective user stories are small. Smaller user stories tend to get more accurate timeline estimates.
      6. Testable – A good user story is testable. For a successful story, anyone on the project team can look at the user story and say, “Yes, I understand this user story so well that I can write acceptance criteria for it.”
    10. Mistakes to Avoid When Writing User Story 
      1. The project team didn’t engage in story writing
      1. The who of the user story is an undefined user
      1. The why in the user story is feature specific
      1. The acceptance criteria is too vague
      2. The user story was assigned to the implementation team without a team discussion
    11. Three Ways to Dig Into Discovery
      1. Embodying
      2. Shadowing
      3. Interviewing
    12. Best practices while shadowing
      1. Look for patterns
      2. Consider dominant environmental dynamics
      3. Observe the entire process
      4. Take notes
      5. Prepare for technical issues
    13. During the discovery phase, conduct interviews with both key stakeholders and your customers.
    14. Golden Rules of Shadowing and Interviewing – While interviewing is certainly the most straightforward type of research, consider these best practices.
      1. Get permission to record – If you want to record the conversation, whether voice or video, get approval from the interviewee first.
      2. Keep things informal and human – Engage your participants as you would a friendly neighbor. Picture them as the world expert on their unique perspective. Focus on understanding what makes them tick and how they conceive of what they’re trying to accomplish.
      3. Ask open-ended questions – Avoid “yes” or “no” questions based on your assumptions. Open-ended questions get participants talking. And just as Newton’s First Law would predict, after you get a person talking, they tend to keep talking.
      4. Practice active listening – Stay in the present moment rather than trying to analyze during the interview. You have time to analyze when you listen to the recording or watch the video later.
      5. Ask why – Listen closely for vague or general answers and immediately follow up by asking participants to explain more.
      6. Don’t go it alone – Have a note taker, or use an audio or video recorder. You don’t want to miss an important point because you weren’t able to type or write fast enough.
    15. Benefits of live, in-person dare working sessions
      1. Mood
      2. Quantity
      3. Diversity
      4. Inspirational Relief
    16. Tips for crafting an awesome agenda for a Dare event
      1. Icebreakers
      2. Surprise guests
      3. Intro to the customer
      4. Ideation and prototyping exercises
      5. Shark case
    17. What makes a good facilitator? Someone who is:
      1. Energetic
      2. Plugged
      3. Conversation starter
      4. Good listner
      5. Dot connector
    18. What Is Prototyping?
      1. A prototype is a first pass, a simple sketch of an idea you want to implement. It doesn’t have to be pretty. It’s not completely thought out. It’s not final.
    19. Different types of UX design prototypes
      1. Low-fidelity Sketches – Use low-fidelity sketches so you can evolve your design quickly. You don’t need a vector drawing tool; you can design using code and design systems too.
      2. Wireframe – As your design matures, use wireframes to share the design with users. Their feedback helps you identify areas of your design that are rock-solid and others that may need more work.
      3. High-fidelity Sketches – When you’ve received enough feedback to feel confident that an area of your design is rock-solid, create a high-fidelity screen for it.
    20. Why prototype Is Important?
      1. Prototypes make concrete the ideas that are in our heads
      2. Prototypes are cheap and fast
      3. Prototypes help creators take ownership of the solutions
    21. Key deliverables together to communicate the roadmap to success
      1. Business capability map
      2. Technical architecture
      3. Implementation plan
    22. Common method that you can use to gain insights about your research problem
      1. Surveys are good for casting a wide net to collect many responses
      2. Card sorting activities are good for grouping things into categories, for example, items in a navigation menu
      3. Contextual inquiry is good for observing a participant in their own environment to better understand how they work
      4. Individual interviews are good for getting detailed information from a user and spending one-on-one time getting to know them or how they use your product or service
      5. Focus groups are good for observing how participants respond to your questions in a group setting, noting similarities and differences to how they work or use your product or service
      6. Usability testing is good for learning how your users experience your service or product by measuring tasks and performance
    23. Common research method
      1. Behavioral methods focus on what people do
      2. Attitudinal methods focus on what people say
      3. Qualitative methods try to answer “Why?” or “How?”
      4. Quantitative methods try to answer “How much?” or “How many?
    24. Key skills for a UX Designer
      1. UX Research
      2. Collaboration
      3. Wire-framing and UI Prototyping
      4. User Empathy 
      5. Interaction Design
      6. Communication
    25. Tips for conducting UX research
      1. Be approachable and positive
      2. Ask questions
      3. Stay focused
      4. Remember, you’re not a participant
      5. Resist the urge to train
      6. Watch your participant’s body language
      7. Be flexible
    26. Four main parts to contextual inquiry
      1. Context Go to the users’ environments to understand the context of their actions. In this case, you probably want to visit your users at their desks, rather than in your office or a conference room.
      2. Partnership Develop a master-apprentice relationship with your participant to better understand them, their tasks, and the environment they work in. Immerse yourself in your users’ work by performing the tasks they do, the way they do it. For example, taking customer calls or resolving support tickets.
      3. Interpretation Interpret your observations with the participant. Verify that your assumptions and conclusions are correct.
      4. Focus Develop an observation guide (that is, a list of behaviors, tasks, and/or areas to observe and questions to ask) to keep you focused on the subject of interest or inquiry.
    27. Three stages of storytelling
      1. The opening
      2. The cycles of challenges and solutions
      3. The positive conclusion
    28. Understand Process Mapping
      1. Process mapping creates visual representations of business processes. It includes any activity that defines what a business does, who is responsible for what, how standard business processes are completed, and how success is measured.
    29. Benefits of Process Mapping
      1. Make understanding and communicating the process much easier among teams, stakeholders, or customers.
      2. Help identify flaws in the process and where improvements should be made.
    30. UPN stands for Universal Process Notation and it is the simplest way of mapping business processes visually. By creating simple flows and diagrams, everyone in the company can
    31. Five Principles of UPN
      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 rights
      5. Version control and history of changes at a diagram level
    32. Other Process Diagrams
      1. Capability Model – Capability models or industry blueprints list out the high level process areas. These are useful for scoping out the specific area that you are mapping and to show the context within the overall business.
      2. Detailed Process Map – A detailed process map is a flowchart that shows a drill-down version of a process that contains all the details of each step of the process and any subsequent steps along the way.
      3. SIPOC – SIPOC stands for Suppliers, Inputs, Process, Outputs and Customers. SIPOC is a process mapping and improvement method that summarizes the inputs and outputs of one or more processes using a SIPOC diagram.
      4. Value Stream Map – A value stream map is used to visualize the flow of material and information that is needed to bring a product to the customer.
    33. Tips to identify business process mapping tools and software
      1. Drag-and-drop interface
      2. Formatting capabilities
      3. Security and versioning
      4. Publishing and sharing capabilities
      5. Intuitive design
    34. Business process mapping steps
      1. Identify the process you need to map
      2. Create a winning team
      3. Gather all necessary information
      4. Develop the process map
      5. Analyze the process map
      6. Develop new, better steps
      7. Manage the process
    35. Best Practices of Process Mapping
      1. Apply business process mapping to the right types of processes
      2. Be clear about the focus of your process mapping
      3. Get someone skilled to map your processes
      4. Validate your maps.
      5. Don’t fix your processes until they are fully mapped
      6. Build the right team
      7. Keep it simple
      8. Work with your stakeholders
    36. A persona represents a group of users clustered based on shared behavior, motivations, goals, pain points, or other characteristics. Personas help you keep your key user groups at the front of your mind when making decisions about your product.
    37. Five Sales Cloud personas
      1. Sales leader
      2. Deal closer
      3. Data expert
      4. Pipeline builder
      5. Trusted Advisor
    38. Four Service Cloud personas
      1. Case solver
      2. Expert agent
      3. Team leader
      4. Service admin
    39. Five Marketing Cloud personas
      1. Marketing manager
      2. Strategic leader
      3. Marketing specialist
      4. Designer-developer
      5. IT services
    40. Four Experience Cloud personas
      1. Site user
      2. Community manager
      3. Site admin
      4. Site builder
    41. The Hawthorne Effect – refers to a type of reactivity in which individuals modify an aspect of their behavior in response to their awareness of being observed
  2. UX Fundamentals: 16%
    1. The best stories have four key elements
      Story Element Description of the Story Element Questions That Help You Identify the Element
      Hero A strong character—someone with their own goals and motivations—who helps your audience connect what you show in your demo with their real-world experience. Heroes may not start out heroic, but they get there by journey’s end.
      • Who is my customer?
      • Who is my customer’s customer?
      Challenge A hurdle that makes it difficult for your heroes to succeed on their journeys.
      • What obstacles are blocking my customer’s goals?
      • Can these challenges be solved?
      • What challenges does my customer’s customer face in everyday life?
      • What challenges does this customer have with the company they’re working with?
      Helper Someone or something that helps heroes conquer their challenges.
      • How do your products or services help the hero overcome each challenge?
      • What capabilities do your products or services equip the hero with?
      Victory That sweet, wonderful place that makes all your customer’s struggles and challenges worth it.
      • What victory will resonate with my audience?
      • Is this victory lasting?
      • Why is this victory significant to my customer?
      • What happens when my audience is victorious over their challenges? What can they do now that they couldn’t do before?
    2. Below are the four steps to build your storyboard
      1. Whiteboard each step of your demo story in a linear flow.
      2. Map out the products, devices, and transitions of each step in your demo.
      3. Mock up potential screens using Google Slides.
      4. Build your demo.
    3. Present the Story to Get Buy-In
      1. Make It Visual
      2. Make It Interactive
      3. Iterate
    4. Different design tools
      Type of Tool What It’s Used For
      Wireframing Building layouts, or wireframes, meant to communicate the structure of an app or web page. They also convey the overall direction of a user interface. Wireframing focuses on function (how the app or web page layout works) rather than visual design. However, some wireframing tools let you add visual elements to support rapid prototyping (more on that in the next section).
      Prototyping Building interactive, mock apps or web pages. These often come after wireframes, giving stakeholders a combination of what the app or web page looks like, and how users interact with said app or web page. Prototyping tools also focus more on detailed, advanced design elements like colors and fonts.
      Animation Creating movement within a prototype or actual app or web page. This is an advanced design element that often comes later in the design process. Animation can convey function (like a spinning wheel to communicate an app is processing information), engagement (like elements moving across the screen as the user scrolls), or a combination of the two.
    5. Design Team
      1. Core design team for Small company (User Count: 1 to 300 users) or project
        1. Salesforce Administrator
      2. Core design team for Mid-size company (User Count: 300 to 500 users) or project
        1. Salesforce Administrator, Salesforce Developer
      3. Core design team for Large company (User Count: 500 to 1,000+ users) or project
        1. Salesforce Administrator, Salesforce Developer, Salesforce Designer
    6. Additional best practices to follow as you move toward the end of the design process
      1. Test on Device
      2. Share your design even more
      3. Present and share remotely
      4. Focus on the essentials
    7. Overall process for creating a branded mobile app with Mobile Publisher.
      1. Sign up for the Mobile Publisher program. Contact your sales rep for more information.
      2. Design your branded assets and upload them to Salesforce.
      3. Choose an app distribution type that fits your needs.
      4. Receive a beta version of your app.
      5. Thoroughly test the beta.
      6. Approve the app and allow Salesforce to submit it to Google and Apple.
      7. Dance a little jig when you see your app listed in Google Play and the App Store.
    8. FACE principles for effective content.
      1. Friendly, upbeat, and engaging
      2. Accurate, to build trust with the reader
      3. Concise
      4. Educational, teaching how to be more efficient and productive 
    9. Structural elements that increase accessibility
      1. Headings
      2. Lists
      3. Tables
      4. Link labels
    10. Alternative text attributes and descriptive text ensure images are accessible for screen readers.
    11. Four principles of accessibility
      1. Perceivable – Users must be able to perceive the information being presented. The information cannot be invisible to all of a user’s senses
      2. Operable – Users must be able to operate the interface. The interface cannot require interaction that a user cannot perform
      3. Understandable – Users must be able to understand the information and the operation of the user interface. The content or operation cannot be beyond the user’s understanding
      4. Robust – Users must be able to access the content using a wide variety of user agents, including assistive technologies.
    12. Designing for Web Accessibility
      1. Color Contrast – According to the Web Content Accessibility Guidelines (WCAG) 2.0, the contrast ratio between text and a text’s background should be at least 4.5 to 1. If the font is at least 24 px or 19 px bold, the minimum drops to 3 to 1
      2. Text on Top of Non-Solid Backgrounds – When you have text on top of images or any non-solid backgrounds such as gradients, it’s often difficult to read. It’s best to place the text on a solid portion of the image or add a solid background between the text and the image
      3. Flashing or blinking – Avoid any animations that flash or blink more than 3 times per second
      4. Size of movement relative to the size of the screen Is the animation large or small? Larger animations can be more unsettling than smaller ones.
      5. Longer than 5 seconds – Any animations that last longer, or repeat for longer than 5 seconds must include a way to pause or stop the animation
  3. Human-Centered Design: 12%
    1. Human centered design principles have been applied in business that are most relevant today
      1. Relationship design is the creation of experiences that foster ongoing engagement and strengthen connections between people, companies, and communities over time.
      2. User experience (UX) design – The creation of meaningful and relevant experiences for users.
      3. Service design – The creation of consistent user or customer experiences across multiple interactions.
    2. When designing for relationships, keep the following goals in mind
      1. Engagement – How products, experiences, and services encourage ongoing engagement with brands.
      2. Connection – How products, experiences, and services support individuals, communities, and brands connecting with each other.
      3. Social values – How products, experiences, and services impact all people (including non-customers and non-users), as well as the planet.
    3. Four mindsets of relationship design
      1. Compassion mindset – to lead with strengthening connection
      2. Courage mindset – to push ourselves to be vulnerable
      3. Intention mindset – to engage with clear purpose
      4. Reciprocity mindset – to exchange value in service of longevity
    4. Design thinking is a creative problem-solving process used to find novel solutions.
    5. Take on a new Perspective when trying to solve a problem
      1. Feasibility perspective focused on technologies and tools they can use to address a need or opportunity
      2. Viability perspective focused on a given business strategy of a financial target
    6. Conversation design (CxD, for short) refers to the concepts, strategies, and practice of designing conversations to build better relationships with customers at scale. Successful companies use conversation design to minimize pain points and build customer trust. On the flip side, poor conversation design can erode trust—fast!
    7. When Is Conversation Design Relevant?
      1. When any aspect of the product experience you’re working on involves conversation.
      2. If there’s any turn-taking going on in a dialog between your product and the user, conversation design is relevant.
    8. Conversation design breaks down into the following basic segments
      1. Discover: Gather requirements from stakeholders, conduct relevant research
      2. Ideate: Create a document that lays out what your conversation aims to accomplish
      3. Prototype: Assemble in a prototype
      4. Revise: Conduct usability testing, review with stakeholders for final approvals, conduct QA in final build
    9. Conversation design stockholders
      1. Documentation, content strategy, content experience
      2. Subject matter expert
      3. Marketing, User Experience/Design, Legal
      4. Engineering, Project/Product Owner, Systems/Tools Admins (Ops)
      5. Business analyst/data scientist
    10. Conversational style is how we talk. Everything we say comes out in some kind of way, and that way is your style. Your style might be more formal, my style could be more casual, and somebody else’s style might be heavily steeped in the local vernacular and response times common to where they grew up.
    11. Top 5 Greatest Hits for Conversation Design
      1. Be descriptive. Be descriptive, not prescriptive, when designing conversations. Descriptive means looking at what your users are saying and trying to understand and make meaning from it. Prescriptive means judging how your users are speaking and telling them how you think they should be talking.
      2. Be purposefully marked. Linguistic analysis is founded on a key principle: markedness.
      3. Start with a verb. Imagine you’re taking a class to learn a second language. The teacher isn’t going to just teach you how to talk about yogurt. They’re going to teach you how to talk in order to do things involving yogurt, whether you want to get some to eat, or explain why you avoid it at all costs. Your teacher explains to you how to convey actions with your words in relation to a topic.
      4. Use discourse markers. Discourse markers are words or phrases that connect and organize different parts of discourse (what we’re saying or writing) to express attitude.
      5. Decide on a conversational style (and stick to it!). Last but certainly not least, a guiding principle for designing any conversation: Pick a conversational style and stick to it. Your style isn’t expressed only by the words you program your chatbot to use.
    12. Inclusive Design is the practice of designing solutions that offer a diversity of ways for people to participate in and contribute to an experience
    13. Inclusive Design principles
      1. Recognize exclusion
      2. Learn from diversity
      3. Solve for one, extend to many
  4. Declarative Design: 27%
    1. Systems design involves designing and combining elements that interact to achieve a common goal. Focusing on how each individual element relates to the overall user experience, the objective is to design systems that satisfy users’ needs as specified in system requirements.
    2. What Are Design Patterns?
      1. In user experience design, a pattern is a repeatable design solution to a recurring problem. Design systems, like SLDS, are libraries for these types of patterns.
    3. Differentiate between macro and micro repeatable experiences
      Macrointeraction Microinteraction
      Description Higher-level tasks and the workflows to complete them Individual, lower-level interactions and affordances
      Example The workflow to update a record page The shape and placement of an edit button on a record page
      Analogy An aerial view of a whole city A close-up examination of how a door handle works on a house in the city
    4. Different options to train users
      1. In person
      2. Train-the-trainer
      3. Webinar or video
      4. Documenetations
      5. Trailhead
      6. Help menu
      7. In-App Guidance prompts
    5. Branding app allows you to change
      1. App Icon
      2. App Name
      3. Launch Screen
      4. Color Scheme
      5. Application Store Listing (Name, Description, Images, Screenshots, Support URL, Marketing URL)
      6. Authentication URL (Salesforce app only)
      7. Help URL (Salesforce app only)
  5. Testing: 11%
    1. UX process down into five steps
      1. Discover – Problem is presented. This phase of the process starts by exploring the discovery process through four steps.

        1. Be presented with a problem
        2. Brainstorm solutions
        3. Sketch out a paper prototype
        4. Test your designs
      2. Define – Storyboarding, use cases, feature creation
      3. Design – Sketching
      4. Refine – User testing
      5. Deliver – Presentations and photos
    2. Usability testing
      1. In a usability-testing session, a researcher (called a “facilitator” or a “moderator”) asks a participant to perform tasks, usually using one or more specific user interfaces. While the participant completes each task, the researcher observes the participant’s behavior and listens for feedback.
      2. The goals of usability testing vary by study, but they usually include
        1. Identifying problems in the design of the product or service
        2. Uncovering opportunities to improve
        3. Learning about the target user’s behavior and preferences
      3. Types of Usability Testing
        1. Qualitative usability testing focuses on collecting insights, findings, and anecdotes about how people use the product or service.
        2. Quantitative usability testing focuses on collecting metrics that describe the user experience. Two of the metrics most commonly collected in quantitative usability testing are task success and time on task.
    3. Why Collect In App Feedback?
      1. collecting feedback within the app uniquely helps us to understand how end users experience technology in the moment, bringing the voice of the end user to the center of product decisions.
      2. Benefits
        1. Reach users in the moment
        2. Reach users at Scale
        3. Hear from targeted groups of users
        4. Track sentiments over time
  6. Salesforce Lightning Design System (SLDS): 21%
    1. A design system is a collection of repeatable design patterns and reusable code, referred to as components.
    2. Lightning design principles
      1. Clarity
      2. Consistency
      3. Beauty
      4. Efficiency
    3. A good design system is:
      1. Scalable
      2. Efficient
      3. Visually cohesive
      4. Shared
    4. Key players of design system
      1. Consumers
      2. Contributors
      3. Curators
    5. SLDS helps you build solutions that:
      1. Use structured, proven, trusted patterns.
      2. Improve feature adoption.
      3. Scale faster, with less technical debt.
      4. Provide accessibility for users with disabilities.
      5. Reflect Salesforce branding.
    6. Design guidelines describe patterns based on specific use cases.
      1. Blueprints, a type of design guideline, are static, framework-independent, accessible HTML and CSS for UI elements such as checkboxes, page headers, and dynamic menus.
      2. Token, another type of design guideline, are named entities that store visual design attributes
    7. Charts tell the story of information. They make abstract data complete; give us an intuitive grasp of patterns; and help us identify trends, make comparisons, and track progress.
      1. Charts can be used to show
        1. Comparison: difference or similarity between different values?
        2. Trending: data that has changed over time?
        3. Relationship: correlation in data values?
        4. Composition: relative makeup of a value?
        5. Distribution: volume distribution and identification of outliers?
        6. Metric: measuring progress at a glance?
        7. Location: values on a geographical coordinate system?
        8. Pipeline: stages (or flow between stages) of a process?
      2. Chart types
        1. Comparison
        2. Bar and column chart
        3. Stacked Bar and Column Chart
        4. Dot Plot
        5. Trending
        6. Line Chart
        7. Relationship
        8. Scatter Plot
        9. Compositions
        10. Pie Chart
        11. Treemap
        12. Distribution
        13. Heatmap
        14. Matrix Chart
        15. Metric
        16. Flat Gauge
        17. Polar Gauge
        18. Ratings Chart
        19. Location
        20. Map
        21. Bubble Map Variation
        22. Geo Map Variation
        23. Pipeline
        24. Funnel Char
        25. Waterfall Chart
        26. Origami Chart
        27. Sankey Chart
    8. Icon types
      1. Informational Icons – Icon buttons and standalone avatars—convey important information that surrounding text doesn’t
      2. Decorative Icons – Icons and images add no relevant information or functionality


I conclude this post as follows – Passing this exam is very very easy but applying the logic in actual work is a bit harder. I suggest that everyone should focus on the second and the first will follow automatically!! 

I hope that you find these tips and resources useful. If you do put the time and effort in preparing towards the certification, you will succeed. Happy studying and good luck!

Formative Assessment:

I want to hear from you!  

Have you taken the User Experience Designer exam? Are you preparing for the exam now? Share your tips in the comments!

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7 thoughts on “User Experience (UX) Designer A Must Have Certificate for all Savvy Salesforce Professionals!

  1. Thank you for another great post. After I passed the BA Cert Exam last week, I decided I wanted this one next. I appreciate the guidance, and I’m proud to say I just achieved my 21st overall Salesforce Certification!

  2. Hi, I’m not a developer but I’m an advanced admin. This user exp. designer certification is it for me ? requiere technical skills ?

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