A storyboard is a visual representation of a user’s journey with a product or service. It shows how the user interacts with the product or service in a specific context, what their goals and pain points are, and how the product or service solves their problems or meets their needs. A storyboard typically consists of a series of sketches or illustrations that depict the user’s actions, thoughts, and emotions at each step of the journey1.

A storyboard is the most suitable technique for CK’s UX Designer to use in this case, because it can help them communicate their innovative solution to the team and show where and why it fits into what the customer does. A storyboard can also help the UX Designer to validatetheir assumptions, test their ideas, and get feedback from the team and the customers. Astoryboard can also inspire the team to generate more ideas and solutions, and align them with the user’s perspective2.

Personas are fictional characters that represent the potential users of a product or service. They are based on user research and data, and they describe the user’s demographics, behaviors, motivations, goals, and frustrations. Personas are useful for understanding the user’s needs and expectations, and for designing products or services that cater to them. However, personas alone are not enough to show how the user interacts with the product or service in a specific context, or how the product or service solves their problems or meets their needs. Personas need to be complemented with other techniques, such as scenarios, user stories, or storyboards, to illustrate the user’s journey3.

A high-fidelity prototype is a realistic and interactive simulation of a product or service. It mimics the look, feel, and functionality of the final product or service, and it can be used for testing and evaluation purposes. A high-fidelity prototype is useful for demonstrating the features and benefits of a product or service, and for getting feedback from the users and stakeholders. However, a high-fidelity prototype is not the best technique for showing where and why a product or service fits into what the customer does, as it focuses more on the details and specifics of the product or service, rather than the context and situation of the user. A high-fidelity prototype is also more time-consuming and resource-intensive to create than a storyboard, and it may not be necessary at the early stages of the design process.

References: 1: What is Storyboarding in UX Design? | Adobe XD Ideas 2: How to Use Storyboarding in UX Design | Toptal 3: User Personas, Scenarios, User Stories And Storyboards: What’s the Difference? | by Justinmind | UX Planet : What Kind of Prototype Should You Create? | IxDF

 A style guide is a document that defines the visual identity and branding of a company, such as the logo, color palette, typography, iconography, imagery, and tone of voice. It helps ensure consistency and coherence across different platforms and channels, and communicates the company’s values and personality. When implementing a company’s brand on Salesforce, the style guide should be the source of truth for consistency, as it provides the guidelines and rules for applying the brand elements to the user interface. A style guide can also include a pattern library, which is a collection of reusable UI components and design patterns that follow the style guide. A design principle is a statement that expresses the core values and goals of a design process, and guides the decision making and evaluation of a design solution. The Salesforce Lightning Design System (SLDS) is a set of design guidelines and resources for creating consistent and beautiful user experiences on the Salesforce platform. It can be used as a reference and a foundation for customizing the UI according to the company’s style guide. References:

• : User Experience Designer Certification Prep: Module 5: Design User Interfaces
• : User Experience Designer Certification Prep: Module 7: Implement User Interfaces
• : What is a Style Guide and Why Every UX Designer Needs One
• : What is a Pattern Library and Why Should You Use One?

The Salesforce Lightning Design System (SLDS) is a comprehensive library of design patterns, components, and guidelines that enable developers and designers to create consistentuser interfaces on the Salesforce platform. It includes a comprehensive library of user interface components, guidelines for design consistency and accessibility, and detailed usage instructions. Using the Salesforce Lightning Design System ensures that all design elements and interactions on Salesforce use the same set of standards and patterns, resulting in a consistent and unified user experience. For more information, see the Salesforce Lightning Design System page (https://www.lightningdesignsystem.com/).

A field-level error message is a message that appears next to a specific field when the user enters invalid data or omits required data. It helps the user to correct the error and proceed with the action. A field-level error message is more user-friendly than a validation rule, which displays a generic message at the top of the page and prevents the user from saving the record. A field-level error message can also provide guidance on the correct format and number of digits for the phone number field. Marking the field as required would not ensure that the user enters the phone number in the correct format and with the correct number of digits. Setting a prompt to display on the page using In-App Guidance would not prevent the user from entering invalid data or omitting required data. References: [Field-Level Error Messages], [Validation Rules], [In-App Guidance]

 According to the Salesforce Design System guidelines for button usage, the brand button should be used for the primary action on a page or modal, such as “Save” or “Continue”. The neutral button should be used for secondary or tertiary actions, such as “Cancel” or “Back”. The brand button should have more visual weight and contrast than the neutral button, to indicate its importance and guide the user’s attention. Therefore, the best option for the Cloud Kicks custom component is to use a brand button for “Continue” and neutral buttons for “Cancel” and “Back”. References: Trailhead: Systems Design with SLDS, Salesforce Developers: Buttons, Lightning Design System: Buttons

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

 The two UX design principles that are key to creating excellent mobile user experiences are:

• Consistency across device experiences. This means that the design of a mobile app or website should match the design of the desktop version, as well as other platforms and devices. Consistency helps users to recognize and trust the brand, as well as to navigate and use the product more easily. Consistency also reduces the cognitive load and confusion for users who switch between different devices12
• Prioritization of content and UI elements on the screen. This means that the design of a mobile app or website should focus on the most important and relevant information and actions for the user, and eliminate or minimize the unnecessary or secondary ones. Prioritization helps users toachieve their goals faster and more efficiently, as well as to avoid distractions and clutter. Prioritization also improves the readability and usability of the product on smaller screens34

References: [Mobile UX Design: The Comprehensive Guide — updated 2023], [Mobile UX design principles and best practices], [Mobile UX Design: The Ultimate Guide 2023 - Bluespace], [Mobile UX Design: Key Principles. by Nick Babich - UX Planet]

https://uxcam.com/blog/mobile-ux/ https://uxplanet.org/mobile-ux-design-key-principles-dee1a632f9e6

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

The design that the UX Designer at Cloud Kicks should use to make the website size and content adapt to the screen size, platform and orientation is responsive. Responsive web design is a web design approach that uses HTML and CSS to automatically resize, hide, shrink, or enlarge, a website, to make it look good on all devices (desktops, tablets, and phones) 1. Responsive web design is not a program or a JavaScript, but a set of best practices that include using media queries, flexible grids, fluid images, and breakpoints to create a layout that can respond to any device being used to view the content 2. Responsive web design is one of the learning objectives for the Salesforce User Experience Designer certification 3. References: [Responsive Web Design Introduction], [Responsive design -Learn web development], [Salesforce Certified User Experience Designer Exam Guide]https://www.w3schools.com/html/html_responsive.asp

https://www.w3schools.com/Css/css_rwd_intro.asp

 A sales rep who owns an opportunity record will have read-only access to the related account record, if the organization-wide default for the Account object is private. This is because the opportunity owner is automatically granted read-only access to the account that the opportunity is associated with, regardless of who owns the account. This is called implicit sharing, and it is a built-in feature of Salesforce to ensure that users can access the data they need to do their work. However, the opportunity owner will not be able to create, edit, or delete the account record, unless they have other sharing mechanisms that grant them higher access, such as role hierarchy, sharing rules, manual sharing, or View All or Modify All permissions. References:

• [Salesforce Certified User Experience Designer Exam Guide], Section 3.1: Design and implement solutions that meet user needs
• [Control Access to Records Unit | Salesforce Trailhead]1, Unit 2: Implicit Sharing
• [Work with Related Lists on Records in Lightning Experience - Salesforce]2, Related List Cards

Consequence Scanning is a workshop method that helps teams to identify and mitigate the potential positive and negative impacts of their products or services on users, society, and the environment. When conducting a Consequence Scanning workshop, two important considerations are:

• Consider design ramifications to prevent misuse and protect communities: This means that teams should think beyond the intended use cases and benefits of their products or services, and also consider the possible unintended or harmful consequences that may arise from their design choices. For example, teams should ask themselves how their products or services could be misused, abused, or exploited by malicious actors, or how they could affect vulnerable or marginalized groups, or how they could contribute to environmental or social issues. By considering these design ramifications, teams can proactively address and mitigate the ethical risks and challenges that may emerge from their products or services, and protect the well-being and interests of their users and communities.
• Bring together a cross-function group with varied experiences: This means that teams should involve diverse and relevant stakeholders in the Consequence Scanning workshop, such as product managers, designers, developers, researchers, testers, marketers, legal experts, ethicists, users, or representatives from affected communities. By bringing together a cross-function group with varied experiences, perspectives, and backgrounds, teams can gain a more holistic and comprehensive understanding of the potential impacts of their products or services, and avoid blind spots, biases, or assumptions that may limit their vision or judgment. A cross-function group can also foster more creative and collaborative problem-solving, and generate more inclusive and responsible solutions.

References:

• How To Run a Consequence Scanning Workshop
• Consequence scanning: How to mitigate risks in your service
• Incorporate Ethics by Design Concepts

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)

A design thinking approach is a human-centered method for solving complex problems and creating innovative solutions. It involves understanding the needs and desires of the users, generating and testing multiple ideas, and iterating on the feedback and results. A design thinking approach can be divided into two types of thinking: divergent and convergent. Divergent thinking is the process of generating many possible solutions to a problem without judging or filtering them. It encourages creativity, exploration, and experimentation. Convergent thinking is the process of evaluating, selecting, and refining the best solution to a problem. It involves analysis, logic, and criteria. Divergent and convergent thinking are complementary and cyclical. They help the designer to expand the solution space and then narrow it down to the most feasible and desirable option. By using both types of thinking, the designer can encourage more creative problem-solving and avoid premature convergence or fixation on a single idea. Therefore, the best approach combination for the UX Designer at Cloud Kicks is divergent and convergent thinking. References: Trailhead: Design Thinking, Trailhead: Salesforce User Experience Designer Certification Prep, Divergent and Convergent Design Thinking

According to the Web Content Accessibility Guidelines (WCAG) 2.1, the minimum color contrast ratio for normal text is4.5:11. This means that the difference in brightness (luminance) between the text color and the background color should be at least 4.5 times.This ensures that the text is readable by people with moderately low vision, color deficiencies, or contrast sensitivity1. The contrast ratio can be calculated using the formula:

L2​+0.05L1​+0.05​

whereL1​is the relative luminance of the lighter color andL2​is the relative luminance of the darker color2.The relative luminance is a value between 0 and 1, where 0 is black and 1 is white2.The contrast ratio can range from 1:1 (white on white) to 21:1 (black on white)2.

The contrast ratio requirement for normal text is lower for larger text or bold text, as they are easier to read at lower contrast.For large text (18 point or 14 point bold), the minimum contrast ratio is3:11.For graphics and user interface components, such as form input borders, the minimum contrast ratio is also3:13.For level AAA conformance, the minimum contrast ratio for normal text is7:1and for large text is4.5:11.

To evaluate the color contrast ratio of a site, there are various tools available, such as theContrast Checkeror theContrast Ratiotool. These tools allow users to enter the text color and the background color and see the contrast ratio and whether it meets the WCAG guidelines. They also provide suggestions for improving the contrast ratio if needed.

References:

• Understanding Success Criterion 1.4.3: Contrast (Minimum)
• Contrast Ratio - WCAG Color Contrast Checker
• WebAIM: Contrast Checker
• WCAG: Accessible colour and contrast ratios
• Contrast ratio - WCAG WG

The Salesforce Lightning Design System (SLDS) reflects the patterns and components that underpin the Salesforce product. These patterns and components provide a unified language and consistent look and feel when designing apps and products within the Salesforce ecosystem. The Lightning Experience UI, which SLDS represents, was crafted using four core design principles. We encourage you to keep them in mind as you develop your applications. They are1:

• Clarity — Eliminate ambiguity. Enable people to see, understand, and act with confidence.
• Efficiency — Streamline and optimize workflows. Intelligently anticipate needs to help people work better, smarter, and faster.
• Consistency — Create familiarity and strengthen intuition by applying the same solution to the same problem.
• Beauty — Demonstrate respect for people’s time and attention through thoughtful and elegant craftsmanship. References: Introduction to the Salesforce Lightning Design System

 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 andrespectful 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

References: [Design for Accessibility and Inclusion], [Add Languages to Your Aura Sites], [Design for the User’s Context and Environment], [Color Meanings by Culture]

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

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

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 usability study is a method of evaluating how easy and intuitive a product or service is to use by observing real users performing specific tasks. It can help identify usability issues, user needs, and user satisfaction. One of the first steps when planning a usability study is to define the goals of the study, which are the questions that the UX designer wants to answer or the hypotheses that they want to test. The goals of the study will guide the selection of the participants, the tasks, the metrics, and the methods of the study. For example, if the goal of the study is to find out how users navigate the Experience Cloud site, the UX designer might choose to use a task-based usability test with eye-tracking and think-aloud techniques. References:

• : User Experience Designer Certification Prep: Module 4: Analyze User Research Data
• : User Experience Designer Certification Prep: Module 6: Validate User Interfaces

The SLDS Validator extension for VS Code is a tool that simplifies working with the Salesforce Lightning Design System (SLDS) in Aura and Lightning components. It provides code completion, syntax highlighting, and validation with recommended tokens and utility classes. It also scans the markup and validates it against a database of guidelines, tips, and best practices extracted from the SLDS documentation. It offers suggestions on how to improve the code and avoid conflicts with SLDS12. References: SLDS Validator - Visual Studio Marketplace, SLDS Validator for VS Code - Lightning Design System

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]

 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

The discovery process is a crucial phase in any UX design project, as it helps to understand the user needs, business goals, and technical constraints of the problem1. The discovery process typically involves various research methods, such as interviews, surveys, observations, and analytics, to gather data and insights about the users and the context of use2. The outputs of the discovery process are artifacts that synthesize and communicate the findings and insights from the research. Some of the common outputs of the discovery process are:

• User personas: These are fictional representations of the target users, based on real data and insights, that describe their goals, motivations, pain points, behaviors, and preferences3. User personas help to empathize with the users and design solutions that meet their needs and expectations.
• Journey maps: These are visualizations of the user’s end-to-end experience with a product or service, from the initial trigger to the final outcome4. Journey maps help to identify the user’s actions, thoughts, emotions, pain points, and opportunities for improvement at each stage of the journey.
• High-level wireframes: These are low-fidelity sketches or diagrams that show the basic layout, structure, and functionality of the website or app. High-level wireframes help to define the information architecture, navigation, and content hierarchy of the solution, as well as test the usability and feasibility of the design concepts.

These three outputs are essential for planning out the website redesign using Experience Cloud, as they help to define the user requirements, the user flow, and the user interface of the solution. The other two options, interactive prototypes and high-fidelity mock-ups, are not outputs of the discovery process, but rather of the design and testing phases. Interactive prototypes are clickable simulations of the website or app that allow users to interact with the functionality and features of the solution. High-fidelity mock-ups are realistic and detailed representations of the website or app that show the final look and feel of the solution, including the colors, fonts, images, and icons. These two outputs are created after the discovery process, based on the feedback and validation from the user testing sessions.

References: UX Discovery Process: A Complete Guide, UX Research Methods: How to Uncover Valuable Insight about your Users, User Persona: What It Is and How to Create One, Journey Mapping101, [Wireframes: A Beginner’s Guide], [Prototyping 101: The Difference between Low-Fidelity and High-Fidelity Prototypes and When to Use Each], [What is a Mockup? The Final Layer of UI Design]

For the UX Designer at Cloud Kicks, thethree outputs of the discovery process that should be prepared are User Personas, Journey Maps, and High-Level Wireframes. User Personas are fictional characters that represent a target audience for the website, and are used to help guide the website design. Journey Maps are diagrams that illustrate the user's experience as they navigate the website, and provide insights into how the user interacts with the website. High-Level Wireframes are simple sketches of the website layout, and are used to organize the website's content and design elements. Interactive Prototypes and High-Fidelity Mock-ups are not necessary outputs of the discovery process, as they are more detailed representations of the design that come later in the design process. For more information, see the Salesforce Experience Cloud documentation (https://help.salesforce.com/articleView?id=experience_cloud_overview.htm &type=5).

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

Card sorting is a UX research method used to discover how people understand and categorize information. In a card sort, participants group ideas or information written on cards into different categories in a way that makes sense to them. The designer can use virtual cards, pieces of paper, or an online card sorting tool. Card sorting can help the designer to:

• Assess the information architecture (IA) of a website or homepage
• Learn how people understand different concepts or ideas, and how they feel about them
• Understand where users expect certain content to be found
• Get inspiration for labeling and grouping content or ideas

In this case, the designer wants to understand the structure and layout of the navigation menu for the Experience Cloud site. The designer can use card sorting to learn how users would group and label the pages or features of the site, and what categories or subcategories they would expect to see in the navigation menu. This can help the designer to create a user-friendly and intuitive IA that matches the users’ mental models and expectations.

To conduct a card sorting activity, the designer should:

• Define the goal and scope of the card sort
• Choose the type of card sort (open, closed, or hybrid)
• Choose the format of the card sort (moderated or unmoderated)
• Select the cards and categories to use
• Recruit and screen the participants
• Run the card sort sessions
• Analyze and interpret the results
• Apply the findings to the design

The correct answer is B, have users sort the cards based on similar categories or groups. This is the main task of a card sorting activity, where users are asked to group the cards (representing the pages or features of the site) into categories or groups that make sense to them. The designer can then analyze the results to see how users organize and label the information, and use that to inform the design of the navigation menu.

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.

 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

 The three considerations that should be made to improve the visual hierarchy of the page are:

• Grouping proximity and common regions. This principle states that elements that are close together or share a common boundary are perceived as belonging to the same group. This helps to create a sense of order and organization on the page and reduce the visual clutter.
• Scale using relative size to signal importance. This principle states that elements that are larger are perceived as more important or prominent than elements that are smaller. This helps to create a contrast and focus on the page and guide the user’s attention to the most relevant information.
• Color and contrast, saturation between the elements. This principle states that elements that have different colors or contrast levels are perceived as distinct or separate from each other. This helps to create a variety and interest on the page and highlight the differences or similarities between the elements.

References:

• : Visual Hierarchy
• : Gestalt Principles

Accordion elements are UI components that allow users to expand and collapse sections of content. They are useful for organizing information in a limited space, such as on mobile devices. However, they also have some usability challenges, such as discoverability, accessibility, and navigation. To improve the usability of accordion elements in a mobile environment, two possible ways are:

• Include persistent headings. Persistent headings are the labels that indicate the content of each section and allow users to tap on them to expand or collapse the content. Persistent headings should be visible at all times, even when the content is expanded, so that users can easily see the context and switch between sections. Persistent headings should also be clear, concise, and descriptive, so that users can understand what each section contains and decide whether to explore it or not. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]
• Only allow users to open one selection at a time. This means that when a user taps on a heading to expand a section, any other previously expanded section should automatically collapse. This prevents the content from becoming too long and overwhelming for the user,and also helps to maintain the focus and hierarchy of the information. It also reduces the need for scrolling and the risk of losing the position of the headings. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]

Nesting an accordion inside of another is not a good way to improve the usability of accordion elements in a mobile environment, because it creates a complex and confusing structure that is hard to navigate and understand. It also increases the cognitive load and the number of taps required for the user to access the information. Using the ‘back’ browser button to collapse content is also not a good way to improve the usability of accordion elements in a mobile environment, because it breaks the user’s expectation and the consistency of the UI. The ‘back’ browser button should be used to go back to the previous page or screen, not to collapse the content within the same page or screen. It also makes it difficult for the user to return to the expanded content if they want to. [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design] References: [UX Designer Certification Prep: User Interface Design Principles], [UX Designer Certification Prep: Mobile Design]

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 Salesforce Lightning Design System (SLDS) is a collection of resources that help you create user interfaces that are consistent with the Salesforce Lightning principles, design language, and best practices. The SLDS resources that could be used to make custom applications look, act, and sound like Salesforce are:

• Blueprints and tokens: Blueprints are ready-to-use HTML and CSS UI elements that provide the foundation for Salesforce experience development. Tokens are visual design values and attributes that ensure branding and UI consistency at scale. By using blueprints and tokens, you can create custom components that follow the SLDS design standards and patterns.
• Guidelines for voice and tone: Voice and tone guidelines help you write clear, concise, and consistent content that reflects the Salesforce brand personality and values. By using voice and tone guidelines, you can create custom applications that communicate effectively and respectfully with your users.

The SLDS resources that are not relevant to make custom applications look, act, and sound like Salesforce are:

• Full functional components: Full functional components are pre-built Lightning components that provide out-of-the-box functionality and interactivity. They are not part of the SLDS, but rather part of the Lightning Component Library. You can use full functional components to speed up your development process, but they are not necessary to make custom applications look, act, and sound like Salesforce.
• In-App Guidance: In-App Guidance is a feature that allows you to create and deliver contextual help and training to your users within your application. It is not part of the SLDS, but rather part of the Salesforce Platform. You can use In-App Guidance to enhance your user experience and adoption, but it is not essential to make custom applications look, act, and sound like Salesforce.

References: Lightning Design System, Explore SLDS Resources, Getting Started

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

Personalized Navigation Tabs are a navigational feature that allows the users to customize the navigation bar of the Salesforce mobile app with the items that they use most frequently. Users can add, remove, and reorder the tabs in the navigation bar, and access them with a single tap. Users can also mark their favorite items with a star icon, and access them from the Favorites tab. Personalized Navigation Tabs can help Cloud Kicks (CK) employees to quickly access the apps, objects, and other items that they need in the Salesforce mobile app12

• Console Navigation is a navigational feature that allows the users to work with multiple records and objects on a single screen in the Salesforce desktop app. Console Navigation is not available in the Salesforce mobile app, and it is not suitable for providing quick access to apps, objects, and other items3
• Utility Bar is a navigational feature that allows the users to access common productivity tools, such as notes, history, or macros, from a fixed footer at the bottom of the Salesforce desktop app. Utility Bar is not available in the Salesforce mobile app, and it is not suitable for providing quick access to apps, objects, and other items4

References:

• Personalize Your Navigation Bar in the Salesforce Mobile App - Salesforce Help
• Personalize Your Navigation Bar in the Salesforce Mobile App Unit | Salesforce Trailhead
• Console Navigation - Salesforce Help
• Utility Bar - Salesforce Help

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

To customize the theme in the external customer support site to match the style guide requirements, the recommended next step is to configure the Experience Builder Theme panel. The Theme panel allows the designer to customize the look and feel of the site by setting the logo, colors, fonts, and other branding elements. The designer can also create custom themes and assign them to different pages or audiences. The Theme panel is the preferred way to apply consistent branding across the site without writing any code or overriding any styles. References: : Theme Panel | Salesforce Help : UX Designer Certification Prep: Designing with Experience Builder | Trailhead

 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 andfeedback for the proposed solution12. References: Salesforce Adoption Strategies | Salesforce Trailhead, 6 Guiding Principles to Maximize Your Salesforce Adoption | Salesforce Admins

A UX Designer should take the following steps to create and deliver responsible and transparent AI technology12:

• C. Document model cards to clarify intended context and use cases. Model cards are standardized documents that provide essential information about a machine learning model, such as its purpose, performance, limitations, and ethical considerations3. Model cards can help UX Designers to communicate the design choices and trade-offs of their AI systems, and to ensure that they are aligned with the user needs and expectations4.
• D. Provide clear explanations of AI predictions or recommendations. Explanations are user-facing descriptions of how and why an AI system produces a certain output, such as a prediction, a recommendation, or a decision5. Explanations can help UX Designers to increase the transparency and trustworthiness of their AI systems, and to empower users to understand, control, and evaluate the AI outcomes6.

References: Salesforce Debuts AI Ethics Model: How Ethical Practices Further Responsible Artificial Intelligence, Generative AI: 5 Guidelines for Responsible Development - Salesforce, Model Cards for Model Reporting, Model Cards: A Framework for Increasing Trust in AI Systems, Explainable AI: A Guide for Making Black Box Machine Learning Models Explainable, Salesforce Supports AI Regulation Advancing Digital Trust and Innovation - Salesforce

C. Document model cards to clarify intended context and use cases.

Model cards are documents that describe the intended use, performance, and limitations of AI models. They help ensure that the AI technology is being used responsibly and transparently, as they provide clear information about the model's context, data, and assumptions. This can help reduce the risk of unintended consequences and build trust with users.

D. Provide clear explanations of AI predictions or recommendations.

Clear explanations of AI predictions or recommendations help build trust with users and increase understanding of how the AI technology works. By providing an understandable explanation of how a prediction or recommendation was made, users can gain a better understanding of the technology and how it is intended to be used. This can also help reduce the risk of unintended consequences and improve accountability.

 Styling hooks are CSS custom properties that allow developers to customize the appearance of base and custom components in a consistent and supported way. They work with web components and shadow DOM, which provide encapsulation and modularity for LWC. Styling hooks use the --slds namespace and follow a naming convention that reflects the component, category, property, attribute, and state of the element being styled. For example, --slds-c-button-brand-color-background-hover is a styling hook for the button component, brand category, color background property, and hover state. Styling hooks can be declared in the CSS file of the LWC or in a global CSS file that affects all components on the page. Styling hooks are not standard CSS properties, but custom ones that are defined by SLDS and applied to the components using the var() function. References:

• Styling Hooks - Lightning Design System
• SLDS Styling Hooks | Lightning Web Components Developer Guide | Salesforce Developers
• –dxp Styling Hooks | LWR Sites for Experience Cloud | Salesforce Developers

The Salesforce Lightning Design System (SLDS) styling hooks use standard CSS properties to easily style base and custom components. Salesforce documentation states that “SLDS styling hooks are CSS classes that give you access to the same styling used in the Salesforce Lightning Design System. They make it easy to style base and custom components with the same look and feel” [1].

[1] https://developer.salesforce.com/docs/component-library/documentation/lwc/lwc.use_slds_styling_hooks

Adding section headers to a form can improve its readability by breaking it into logical chunks and providing context for the users. Section headers can also help users scan the form and find the information they need faster. Section headers can also reduce the cognitive load and increase the completion rate of the form . References:

• : Salesforce Certified User Experience Designer Exam Guide, Section 3.2: Design for readability and clarity
• : UX Designer Certification Prep: Design for Readability and Clarity, Unit 2: Design for Readability and Clarity

This allows users to quickly scan the form and identify the relevant fields, reducing the cognitive load and improving the overall user experience. Salesforce documentation statesthat “by grouping related fields into sections, you can make your forms easier to read and understand” [1].

[1] https://help.salesforce.com/articleView?id=forms_design_best_practices.htm &type=5

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]

A lookup relationship is a type of relationship that links two objects together, but the relationship is not required. This means that the child object can exist independently of the parent object. A lookup relationship can be either one-to-many or many-to-one, depending on the cardinality of the objects involved. For example, a contact can have a lookup relationship to an account, which means that a contact can belong to one account, but an account can have many contacts. Alternatively, a custom object can have a lookup relationship to a user, which means that a custom object can belong to many users, but a user can have only one custom object record. References: Trailhead: Data Modeling, Trailhead: Salesforce User Experience Designer Certification Prep, Salesforce Help: Define Lookup Relationships

The development team missed two features that are causing the problems:

• The With Sharing keyword in Apex classes to enforce sharing rules evaluation. This keyword allows the Apex class to run in the context of the current user and respect the organization’s sharing rules. Without this keyword, the Apex class runs in system mode and ignores the sharing rules, which can result in unauthorized access to records that belong to other users .
• The isAccessible() method in Apex classes to check field accessibility. This method returns true if the current user has read access to the specified field, and false otherwise. Without this method, the Apex class does not check the field-level security settings and can display fields that should be hidden from the user, such as the shipment amount .

References:

• : Using the with sharing or without sharing Keywords
• : Enforcing Sharing Rules in Apex
• : Schema.DescribeFieldResult Class
• : Enforcing CRUD and FLS

The best approach to improve the Sales team’s experience with Contact records in Sales Cloud is to run the Salesforce Optimizer App to identify fields not in use. The Salesforce Optimizer App is a free tool that scans the Salesforce org and provides a diagnostic report on the performance and health of the org1. It analyzes how the org uses various features, such as fields, triggers, layouts, profiles, reports, and more, and suggests customizations and improvements based on best practices1. By running the Salesforce Optimizer App, the Sales team can find out which fields are not being used or are redundant, and remove or hide them from the Contact record page. This way, they can simplify the page layout, reduce the page load time, and focus on the fields that are relevant to their sales activities2.

Moving all unused fields to a separate section at the bottom of the page is not a good option, as it does not solve the problem of having too many fields on the page. It would still affect the page load time and the user experience, as the users would have to scroll down to see the entire page. Moreover, it wouldnot help the users to find the information they need, as the fields would not be organized in a logical or meaningful way3.

Implementing In-App Guidance to help users focus on the most important fields is also not a good option, as it does not address the root cause of the problem, which is having too many fields on the page. In-App Guidance is a feature that allows admins to create custom prompts and walkthroughs to guide users through tasks or processes on Salesforce Lightning pages4. It can be useful for user training, onboarding, or adoption, but it cannot replace the need for a clean and efficient page layout. In fact, having too many prompts or walkthroughs on the page can be distracting and annoying for the users, especially if they are not relevant or helpful4. References:

• Run the Salesforce Optimizer App
• Improve Your Implementation with Salesforce Optimizer
• Page Layouts
• In-App Guidance in Lightning Experience

One of the best ways to increase the acceptance of the results of a usability testing session is to invite the development team members to observe the usability sessions. By observing the sessions, the developers can see how the users interact with the product, what difficulties they face, what feedback they provide, and how they react emotionally. This can help the developers to empathize with the users, understand their needs and expectations, and appreciate the value of usability testing. Observing the sessions can also help the developers to identify and prioritize the issues that need to be fixed, and to collaborate with the UX designer on finding the best solutions. References: [How to Get Stakeholders to Buy into User Research] (https://ux.stackexchange.com/questions/31222/what-is-the-difference-between-usability-testing-and-user-acceptance-testing), [How to Involve Developers in User Research] (https://bing.com/search?q=usability+testing+acceptance)

The Path component is a Salesforce Lightning Design System (SLDS) component that can be used to represent stages for opportunities within the sales process. The Path component displays the stages as a horizontal bar with icons and labels, and highlights the current stage with a blue background. The Path component also allows users to move opportunities to different stages, view and edit key fields for each stage, and access guidance and tips for each stage. The Path component can be added to any object that has a picklist field with values that represent stages, such as the Stage field on the Opportunity object12. References:

• Path Component
• Set Up a Path for Your Sales Team

Quantitative research methodology should be used to measure the success and usability of a feature on Experience Cloud. Quantitative research involves collecting and analyzing numerical data that can be measured, compared, or statistically tested. Quantitative research can help answer questions such as:

• How many users are using the feature?
• How often are they using it?
• How long does it take them to complete a task with the feature?
• How satisfied are they with the feature?
• How does the feature affect key performance indicators, such as conversion rates, retention rates, or revenue?

Quantitative research methods can include surveys, analytics, A/B testing, usability testing, and benchmarking. These methods can provide objective and reliable data that can be used to evaluate the impact and effectiveness of a feature on Experience Cloud.

Qualitative research methodology, on the other hand, involves collecting and analyzing non-numerical data that can reveal users’ attitudes, behaviors, motivations, and preferences. Qualitative research can help answer questions such as:

• Why are users using or not using the feature?
• What are their pain points, needs, and goals with the feature?
• How do they feel about the feature?
• What are their expectations and feedback for the feature?
• How does the feature fit into their context and workflow?

Qualitative research methods can include interviews, focus groups, observations, diary studies, and card sorting. These methods can provide rich and detailed insights that can be used to understand the user experience and identify opportunities for improvement.

Both quantitative and qualitative research methods are valuable for UX design, but they serve different purposes and answer different types of questions. In this case, the UX designer wants to know if the feature was successful and track usability over time, which are questions that can be best answered by quantitative research methods.

References: User Research Methods, Quantitative vs. Qualitative Usability Testing, 8 Essential Usability Testing Methods for UX Insights

A formula field is a custom field that calculates a value based on a formula expression. A formula field can display text, numbers, dates, or images. A formula field can use the IMAGE function to display an image from a URL. A formula field can be added to an object page layout to show the image on the record detail page1.

A static resource is a file or a collection of files that can be uploaded to Salesforce and referenced in a formula field, a Visualforce page, a Lightning component, or a web tab. A static resource can store images, style sheets, JavaScript, or other files. A static resource can be used to store the custom image that Cloud Kicks wants to display on the record detail page2.

An object page layout is a configuration of fields, buttons, related lists, and other components on a record detail page. An object page layout can be customized to show different information for different users, based on their profiles or record types. An object page layout can be used to add the formula field that displays the custom image to the record detail page3.

These platform tools can be used to achieve the requirement of adding a custom image to a record detail page, making it easier for Cloud Kicks to visually identify its current membership level. For example, the formula field can use the IMAGE function to display the custom image from the static resource, based on the value of another field that indicates the membership level. The object page layout can then include the formula field on the record detail page for the relevant users.

Image field is a custom field that allows users to upload and display images on a record. Image field can be used to show images on a record detail page, but it is not suitable for Cloud Kicks’ requirement, because it does not allow the image to be determined by a formula expression. Image field requires the user to manually upload the image for each record, which is not efficient or consistent4.

Dynamic form is a feature that allows admins to add, group, and reorder fields and sections on a Lightning record page using the Lightning App Builder. Dynamic form can be used to create flexible and dynamic page layouts that can adapt to different contexts and scenarios. Dynamic form also supports visibility rules, which can be used to show or hide fields or sections based on filters or conditions. However, dynamic form is not a platform tool that can be used to display a custom image on a record detail page, as it does not affect the content or functionality of the fields. Dynamic form can only be used to configure the layout of the fields, not the values or images of the fields5.

Lightning components are reusable units of user interface that can be used to build Lightning pages and applications. Lightning components can be built using HTML, CSS, JavaScript, and Apex. Lightning components can display data, images, icons, charts, buttons, or other elements on a Lightning page. SLDS icons are icons from the Salesforce Lightning Design System that can be used in Lightning components to represent actions, objects, or concepts. Compact layouts are page layouts that show a record’s key fields at a glance in the highlights panel, the list view, the Related tab, and other places. Compact layouts can be used to customize which fields are displayed in these places6.

Lightning components, SLDS icons, and compact layouts are platform tools that can be used to display images on a Lightning page, but they are not the best option for Cloud Kicks’ requirement, because they are more complex and require more development skills than a formula field, a static resource, and an object page layout. Lightning components also require more maintenance and testing than formula fields. SLDS icons are predefined icons that may not match the custom image that Cloud Kicks wants to display. Compact layouts are not relevant for displaying images on a record detail page, as they only affect the highlights panel and other places6.

References: 1: Use Images in ‘Formula’ Fields - Salesforce 2: Static Resources | Salesforce Developer Guide 3: Page Layouts | Salesforce Help 4: Image Field | Salesforce Platform - YouTube 5: Dynamic Forms Tips and Considerations - Salesforce 6: Lightning Components Basics Unit | Salesforce Trailhead

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

The three inclusive design action-oriented principles are:

• Recognize exclusion: Identify and understand the barriers that prevent people from accessing or using a product or experience. Exclusion can be caused by ability, context, or personal factors.
• Learn from diversity: Seek out and learn from the perspectives of people who have a range of experiences, backgrounds, and identities. Diversity can be a source of inspiration and innovation.
• Solve for one, extend to many: Design solutions that address the needs of a specific person or group, and then generalize them to benefit a wider audience. Solving for one can reveal hidden opportunities and create more inclusive outcomes. References: Explore Inclusive Design, Inclusive Design

 Inviting developers to user testing is a good way to help them see the value of the design changes and understand the user needs and pain points. User testing is a method of evaluating a product or service by observing how real users interact with it and collecting feedback. By witnessing the user testing sessions, developers can see how the design changes improve the user experience, such as increasing usability, satisfaction, engagement, or conversion. User testing can also help developers empathize with the users and collaborate better with the designer. References:

• [User Testing]

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

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

The design should be optimized for color contrast-ratio and screen-reading technology, as these are the best practices for designing for visually impaired people12. Color contrast-ratio is the difference in brightness and color between the foreground and the background of a text or an image3. A high color contrast-ratio makes the text or the image more visible and readable for people with low vision or color blindness4. Screen-reading technology is a software that converts text and images on a screen into speech or braille output for people who are blind or have severe vision loss. A design that is compatible with screen-reading technology ensures that the content and functionality of the product are accessible and understandable for these users. References: Accessibility Standards - Salesforce Help, How to Configure Salesforce for your Blind and Low Vision Users - Salesforce Admins, Color Contrast Ratio - WebAIM, Color Contrast Checker - WebAIM, [Screen Readers - WebAIM], [Screen Reader User Survey #8 Results - WebAIM]

The correct answer is B. When designing for a visually impaired audience, it is important to optimize for color contrast-ratio and screen-reading technology. This will ensure that the design is accessible to those with visual impairments. Color contrast-ratio ensures that the text is easily readable, while screen-reading technology allows people with visual impairments to access the content on the website using a screen reader. Additionally, Salesforce has some great resources on designing for accessibility, such as their Accessibility Design Guide [1] and their Accessibility Best Practices [2].

[1] https://www.salesforce.com/content/dam/web/en_us/www/documents/salesforce-accessibility-design-guide.pdf [2]  https://developer.salesforce.com/docs/atlas.en-us.salesforce_accessibility_best_practices.meta/salesforce_accessibility_best_practices/accessibility_best_practices_intro.htm

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 designer should describe SLDS styling hooks as custom CSS properties that can easily style base and custom components. Styling hooks are placeholders in the SLDS style sheet that allow developers to customize the look and feel of their Lightning components by using the corresponding CSS custom properties. For example, the developer can change the background color of a button by setting the value of the --slds-c-button-brand-color-background custom property. Styling hooks are especially useful when working with web components and shadow DOM, as they enable component-level customizations without affecting the global styles. Styling hooks also provide consistency and performance benefits, as they leverage the SLDS design tokens and the native browser support for CSS custom properties. References:

• : Styling Hooks - Lightning Design System
• : SLDS Styling Hooks | Lightning Web Components Developer Guide | Salesforce Developers
• : SLDS Styling hooks in Lightning web components - Forcetrails

The designer should describe the Salesforce Lightning Design System (SLDS) styling hooks as using standard CSS properties to easily style base and custom components. SLDS styling hooks allow developers to quickly and easily apply CSS classes to HTML elements, enabling consistent styling across both base and custom components. This allows developers to quickly and easily apply branding and styling to their Lightning Web Components, without needing to write custom CSS. For more information about SLDS styling hooks, please see the following Salesforce documentation: https://developer.salesforce.com/docs/component-library/documentation/lwc/lwc.use_slds_styles_hooks

According to the Salesforce Lightning Design System, the minimum touch screen target size for interactive elements on mobile devices is 44 pixels wide x 44 pixels tall. This size ensures that users can easily tap the elements without accidentally hitting the wrong ones or missing them entirely. The touch target size also takes into account the average finger size and the device resolution. Smaller touch targets may cause frustration and errors for users, especially those with low vision, motor impairments, or large fingers. References: : Salesforce Lightning Design System - Sizing : Salesforce Lightning Design System - Accessibility

The Salesforce Lightning Design System (SLDS) is a collection of design guidelines, resources, and tools that help create consistent, beautiful, and accessible user experiences across the Salesforce platform1. Component blueprints are one of the key resources that the SLDS provides. They are framework-agnostic, accessible HTML and CSS code snippets thatcan be used to create UI elements such as buttons, cards, menus, and more2. A UX Designer who is asked to design a new application built on Salesforce should become familiar with the SLDS component blueprints as their first step, because they can help them to3:

• Understand the structure, behavior, and appearance of the standard Salesforce components and how they can be customized or extended.
• Follow the SLDS design principles and best practices, such as clarity, efficiency, consistency, and beauty.
• Ensure that the application is responsive, adaptive, and compatible with different devices and screen sizes.
• Leverage the SLDS design tokens, icons, and utilities to create a coherent and scalable visual language.
• Reduce the development time and effort by reusing the existing code and avoiding duplication.

The other options are not the best first steps for a UX Designer who is asked to design a new application built on Salesforce. Creating branding sets for each audience using Experience Builder is a later step that involves applying the visual identity and style of the application todifferent user segments and channels4. Finding and reviewing relevant AppExchange packages is a research step that can help to identify existing solutions or features that can be integrated or adapted to the application5. Designing a series of custom web components for the app is a development step that can be done after defining the requirements, wireframes, and prototypes of the application.

References:

• Lightning Design System, Lightning Design System Create the World’s Best Enterprise App Experiences Design System Fundamentals Component Blueprints Ready-to-use HTML and CSS UI elements provide the foundation for Salesforce experience development Go to Blueprints Tokens Visual design values and attributes that ensure branding and UI consistency at scale View Tokens Design Guidelines Design principles and best practices that guide beautiful, consistent, user-friendly product experiences Read Guidelines Tools New! Easy-to-use tools help all Trailblazers optimize workflows and bring Salesforce ideas to life Get Tools
• Blueprint Overview - Lightning Design System, Blueprint Overview - Lightning Design System What’s New Getting Started Platforms Design Guidelines Kinetics Accessibility Component Blueprints Overview Accordion Activity Timeline Alert App Launcher Avatar Avatar Group Badges Brand Band Breadcrumbs Builder Header Button Icons Cards Chat Docked Utility Bar Dueling Picklist Dynamic Icons Dynamic Menu Expandable Section Feeds File Selector Files Form Element Global Header Global Navigation Icons Illustration Input List Builder Lookups Map Menus Notifications Page Headers Panels Path Picklist Pills Progress Indicator Prompt Radio Button Group Rich Text Editor Scoped Notifications Scoped Tabs Select Spinners Tabs Textarea Tiles Timepicker Toast Tooltips Tree Grid Trees Trial Bar Vertical Navigation Vertical Tabs Visual Picker Welcome Mat Utilities Design Tokens Icons Tools Resources Blueprint Overview Component blueprints are framework agnostic, accessible HTML and CSS used to create components in conjunction with our implementation guidelines. For more details, check out the glossary on the FAQ page. Show Filters Showing 85 blueprints, 183 variants. Accordion Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nActivity Timeline Responsive Adaptive Styling Hooks Prototype Base \n \n Alert Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nApp Launcher Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nAvatar Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nInitials Checkmark \nCheckmark \nAvatar Group Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nGrouped Checkmark \n \nBadges Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nBrand Band Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nBreadcrumbs Lightning Component Responsive Adaptive Styling Hooks Prototype Base \n Checkmark \nBuilder Header Responsive Adaptive Styling Hooks Prototype Base \n \n Toolbar \n \n Button Groups Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nList Checkmark \n \nRow Checkmark \n \nButton Icons Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nBordered Filled Container Checkmark \n \nBordered Inverse Checkmark \n \nBordered Transparent Container Checkmark \n \nBrand Checkmark \n \nInverse Checkmark \n \nStateful Checkmark \n \nTransparent Container Checkmark \n \nButtons Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nDual Stateful Checkmark \nCheckmark \nStateful Checkmark \nCheckmark \nWith Icon Checkmark \nCheckmark \nCards Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nEinstein Checkmark \nCheckmark \nWrapper Checkmark \nCheckmark \nCarousel Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nChat Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nPast Checkmark \n \nCheckbox Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \nCheckmark \nForm Element Checkmark \nCheckmark \nCheckbox Button Lightning Component Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nCheckbox Button Group Responsive Adaptive Styling Hooks Prototype Base Checkmark \n \nCheckbox Toggle
• UX Designer Certification Prep: Design System Fundamentals, UX Designer Certification Prep: Design System Fundamentals Learn how to use the Salesforce Lightning Design System (SLDS) to create consistent, beautiful, and accessible user experiences across the Salesforce platform. Add to Favorites Add to Trailmix tags ~1 hr 30 mins +500 points Module Design System Fundamentals Learn about the Salesforce Lightning Design System (SLDS) and how it can help you create consistent, beautiful, and accessible user experiences across the Salesforce platform. 4 hrs 15 mins +800 points Project Build a Bear-Tracking App with Lightning Web Components Use Lightning Web Components and the Salesforce Lightning Design System to build a bear-tracking app. 2 hrs 15 mins +500 points Project Build a Conference Management App with Aura Components Use Aura Components and the Salesforce Lightning Design System to build a conference management app. 2 hrs 15 mins +500 points Project Build a Discount Calculator with Visualforce Use Visualforce and the Salesforce Lightning Design System to build a discount calculator. 2 hrs 15 mins +500 points Project Build a Survey App with Experience Builder Use Experience Builder and the Salesforce Lightning Design System to build a survey app. 2 hrs 15 mins +500 points Project Build a Travel Approval App with Lightning Flow Use Lightning Flow and the Salesforce Lightning Design System to build a travel approval app. 2 hrs 15 mins +500 points Project Build a Volunteer Management Appwith Lightning App Builder Use Lightning App Builder and the Salesforce Lightning Design System to build a volunteer management app. 2 hrs 15 mins +500 points Project Build an Expense Tracker App with Lightning Web Components Use Lightning Web Components and the Salesforce Lightning Design System to build an expense tracker app. 2 hrs 15 mins +500 points Project Build an Inventory Management App with Aura Components Use Aura Components and the Salesforce Lightning Design System to build an inventory management app. 2 hrs 15 mins +500 points Project Build an Order Management App with Visualforce Use Visualforce and the Salesforce Lightning Design System to build an order management app. 2 hrs 15 mins +500 points Project Build an RSVP Management App with Experience Builder Use Experience Builder and the Salesforce Lightning Design System to build an RSVP management app. 2 hrs 15 mins +500 points Project Build an SMS Notification App with Lightning Flow Use Lightning Flow and the Salesforce Lightning Design System to build an SMS notification app. 2 hrs 15 mins +500 points Project Build an
• Branding Sets Unit | Salesforce Trailhead, Branding Sets Unit | Salesforce Trailhead Branding Sets Learn how to use branding sets to apply different styles to your digital experiences. Add to Favorites Add to Trailmix tags ~20 mins Incomplete Branding Sets Customize the look and feel of your digital experiences with branding sets. 15 mins +200 points Quiz +200 points Get Started with Branding Sets Learn how to create and apply branding sets to your digital experiences. 5 mins +200 points Quiz +200 points
• AppExchange Basics Unit | Salesforce Trailhead, AppExchange Basics Unit | Salesforce Trailhead AppExchange Basics Learn how to find, try, buy, and install AppExchange solutions. Add to Favorites Add to Trailmix tags ~25 mins Incomplete AppExchange Basics Learn how to find, try, buy, and install AppExchange solutions. 20 mins +200 points Quiz +200 points Get Started with AppExchange Learn what AppExchange is and how it can help you extend Salesforce functionality. 5 mins +200 points Quiz +200 points

The Web Content Accessibility Guidelines (WCAG) are a set of standards that aim to make web content more accessible to people with disabilities. The WCAG are organized by four principles, which state that content must be:

• Perceivable: Users must be able to perceive the information and user interface components in ways they can sense, such as through sight, hearing, or touch.
• Operable: Users must be able to interact with the user interface components and navigate the content using various input methods, such as keyboard, mouse, voice, or gesture.
• Understandable: Users must be able to comprehend the information and the operation of the user interface, which means that the content must be clear, consistent, and predictable.
• Robust: Users must be able to access the content using a wide range of technologies, including different browsers, devices, and assistive tools, which means that the content must be compatible with current and future web standards. References: WCAG 2 Overview, Understanding the Web Content Accessibility Guidelines

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]

 When the organization-wide default for Accounts is private, users can only access the accounts they own or are explicitly shared with them. However, when the organization-wide default for Opportunities is private, users can access the opportunities they own, are explicitly shared with them, or are associated with accounts they can access1. Therefore, when ownership-based sharing rules are created for each team to grant access to opportunities owned by their team members, the sales reps on the same team will also have Read access to the accounts for those opportunities. This is because the sharing rules for opportunities automatically grant access to the parent accounts2. However, the sales reps will not have Edit access to the accounts, unless the sharing rules specify Full Access for the opportunities3. The sales reps will also not have access to all accounts or all opportunities, only those that are owned by their team members or themselves. References: Sharing Records Owned byHigh-Volume Portal Users | Salesforce Security Guide, Sharing Rules | Salesforce Security Guide, Create Owner-Based Sharing Rules | Salesforce Security Guide

The three standard Salesforce objects that should be used in this experience are:

• Lead: A lead is a person who has shown interest in the company’s products or services, but has not yet been qualified as a potential customer. Leads can be captured from various sources, such as web forms, referrals, events, or marketing campaigns. Leads can store information such as name, email, phone, company, and status. Leads can be converted into accounts, contacts, and opportunities when they are ready to buy.
• Contact: A contact is a person who is associated with an account and has a role in a sales process. Contacts can store information such as name, email, phone, title, and address. Contacts can be related to multiple accounts, opportunities, cases, activities, and other objects. Contacts can be used to track the communication and interaction history with the customers.
• Opportunity: An opportunity is a sales deal that is in progress or has been closed. Opportunities can store information such as name, amount, stage, probability, close date, and owner. Opportunities can be linked to accounts, contacts, products, price books, quotes, contracts, and other objects. Opportunities can be used to forecast revenue, manage sales pipeline, and track sales performance.

References:

• Standard Objects
• Leads and Opportunities
• Contacts