Question # 1
Cloud Kicks (CK) works with various technology platforms built up over decades of
acquisitions. Each platform has a different level of design maturity, which creates a very
inconsistent user experience. To prioritize what to address first, CK needs to assess the
business impact.
Which method is typically used to Quantify design debt? | A. User interviews | B. Heuristic analysis | C. NPS or CSAT |
B. Heuristic analysis
Explanation: Card sorting is a user-centered design technique ideal for optimizing website
navigation. By involving end-users in organizing topics into categories that make sense to
them, card sorting helps uncover user mental models and preferences for information
architecture. This direct involvement ensures the revised navigation menu is intuitive and
user-friendly, addressing the issues users face in finding information.
Question # 2
A Cloud Kicks (CK) strategy designer is leading a project to create a new customer
experience with digital and environmental touchpoints. The stakeholders want to understand how
the designer is proposing CK will deliver the experience. which tool should they use to explore the
collaboration, structure, and processes that will be required? | A. Service blueprint | B. Journey map | C. Empathy map |
A. Service blueprint
Explanation:
The best tool to explore the collaboration, structure, and processes that will be required to deliver a new customer experience with digital and environmental touchpoints is a service blueprint, as this helps illustrate how different actors, touchpoints, channels, activities, and resources interact and support each other in delivering the service. A journey map or an empathy map may not be able to capture the backstage aspects of service delivery.
Question # 3
A strategy designer at Cloud Kicks conducted a series of interviews with business stakeholders and customers to gain insights into existing customer support operations and wrote the design challenge statement.
Which option reflects the format of the design challenge statement"? | A. As a user, I want to see trending support resources upon the first login to customer support so I can save my time. | B. Unify platforms and centralize support operations to save customers time and reduce business costs. | C. How might we save our existing customers time by preemptively serving the info they need to deflect the customer support calls. |
C. How might we save our existing customers time by preemptively serving the info they need to deflect the customer support calls.
Explanation:
This option reflects the format of the design challenge statement. A design challenge statement is a statement that frames the problem to be solved in a human-centered and open-ended way. It typically follows the format of “How might we (HMW) + user + need + outcome”. It helps inspire and guide the ideation and solution generation process.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/write-a-design-challenge-statement
Question # 4
At a 15-person stakeholder workshop, the Cloud Kicks’ design team shared three strategic opportunities and discussed the insights that led to them. They were well-received, and the leaders looked pleased. The design team then led a brainstorm on each opportunity.
What is the reason the strategy designer should recommend dot voting at this point? | A. Dot voting is the fastest way to prioritize and make decisions. | B. Dot voting focuses conversation on a few ideas with the most importance to the group, | C. Dot voting lets everyone know what the leaders believe to be the right answers. |
B. Dot voting focuses conversation on a few ideas with the most importance to the group,
Explanation:
Dot voting is a democratic and quick way to gauge group consensus on the most valued ideas. It narrows down numerous ideas to those most critical to the group, facilitating focused discussions on priorities and driving alignment on strategic opportunities.
Question # 5
A strategy designer is leading a project to reimagine in-app communication form. The CIO is a
key decision maker but appears to be neutral-and even, at times, a detractor to the project.
What should the designer do to gain their alignment? | A. Set up a conversation with the CIO to name the challenge and listen to their objections | B. Ask the sponsor to speak to the CIO on behalf of the project and explain how it meets team needs. | C. Email the stakeholders reiterating project status and asking for any objections to the approach. |
A. Set up a conversation with the CIO to name the challenge and listen to their objections
Explanation:
The best way to gain alignment from a key decision maker who is neutral or detracting from a project is to set up a conversation with them to name the challenge and listen to their objections, as this shows respect and empathy and allows for mutual understanding and feedback. Asking the sponsor to speak to them on behalf of the project or emailing them reiterating project status may not address their concerns or motivations effectively.
Question # 6
A consumer healthcare startup wants to collect data on patients' symptoms over time, and
plans to research how to monetize this data.
How should a strategy designer counsel leadership in consideration of ethical implications for both
the company and its patients? | A. Perform user research with patients to understand their level of comfort of data being shared for
monetization. | B. Facilitate a Consequence Scanning workshop before proceeding with any further investment. | C. Research similar healthcare organizations about how they are monetizing patient data |
B. Facilitate a Consequence Scanning workshop before proceeding with any further investment.
Explanation:
A strategy designer should counsel leadership in consideration of ethical implications for both the company and its patients by facilitating a Consequence Scanning workshop before proceeding with any further investment. A Consequence Scanning workshop is a method to identify and mitigate potential negative consequences of a product or service, such as privacy, security, or social issues. It involves mapping out the intended and unintended outcomes of the product or service, assessing their likelihood and severity, and devising actions to prevent or reduce harm. Performing user research or researching similar organizations may provide some insights, but they do not address the ethical implications in a systematic and proactive way.
Question # 7
Cloud Kicks’ product team is working with the sales team to identify a new feature to add to
their next product release. A developer on the team believes it may be on an upcoming
Salesforce Release.
Which resource should be used to verify this? | A. Salesforce Lightning Design System Release Notes | B. Salesforce Architects Product Roadmaps | C. Salesforce Developer Release Notes |
C. Salesforce Developer Release Notes
Explanation: Salesforce Developer Release Notes provide detailed information on
upcoming features and updates, including new functionalities that might be relevant to the
team's needs. Checking these notes can confirm whether the anticipated feature will be
part of a future Salesforce release, aiding in planning and decision-making.
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