Discovery 13% - 8 Questions

Question 1

When you’re in the discovery phase, what should you think about when shaping your discovery questions?

Answer 1

The aim and scope of your study, what you’re exploring, and which people you plan to interview

Question 2

Attitudinal research

Answer 2

Focus on what people say

Question 3

Behavioral research

Answer 3

Focus on what people do

Question 4

Quantitative research

Answer 4

Try to answer “How much?” or “How many?”

Question 5

Qualitative research

Answer 5

Try to answer “Why?” or

“How?”

Question 6

Web analytics

Answer 6

A way of collecting and

analyzing what’s happening on your website

Question 7

A/B testing

Answer 7

A process of showing two variants of the same web page to different segments of visitors

Question 8

Eye-tracking

Answer 8

The observation and recording of eye behavior such as pupil dilation and movement

Question 9

Salesforce personas principles

Answer 9

Based on users’ goals,

behaviors, and motivations

Question 10

How would you integrate personas in design and dev process?

Answer 10

Schedule a meeting with your
colleagues to introduce the personas,
and collaborate on writing user
stories.

Question 11

Hawthorne effect

Answer 11

The alteration of behavior by the subjects of a study due to their awareness of being observed

Question 12

Aim of discovery questions

Answer 12

The intent of your work—what you’re trying to find out

Question 13

Scope of discovery questions

Answer 13

Who you’re researching and how you’re doing your

analysis

Question 14

Process mapping

Answer 14

The visual representation of business processes

Question 15

3 Components to a User Story

Answer 15

Who – From whose perspective will this story be written
What – What goal will be accomplished
Why – Why does the user need the functionality

Question 16

A good User Story is governed by INVEST

What is the I

Answer 16

Independent:

User stories should be self-contained, independent of other user stories

Question 17

A good User Story is governed by INVEST

What is the N

Answer 17

Negotiable:

You should be able to make changes to a user story and rewrite it until it is implemented in a time box

Question 18

A good User Story is governed by INVEST

What is the V

Answer 18

Valuable:

Each user story should deliver a business value to the user

Question 19

A good User Story is governed by INVEST

What is the E

Answer 19

Estimable:

You should be able to estimate and determine the size/effort of a user story

Question 20

A good User Story is governed by INVEST

What is the S

Answer 20

Small:

User stories should be small enough to fit in a time box

Question 21

A good User Story is governed by INVEST

What is the T

Answer 21

Testable:

User stories need to provide information that is necessary for testing, i.e. to make the development of tests possible

Question 22

User Story Mistakes to Avoid

Answer 22

The project team didn’t engage in story writing

The who of the user story is an undefined user

The why in the user story is feature specific

The acceptance criteria is too vague

The user story was assigned to the implementation team without a team discussion

Question 23

What are key skills of UX Designer?

Answer 23

UX Research
Collaboration
Wire-framing and UI Prototyping
User Empathy 
Interaction Design
Communication

Question 24

Common research methods:

Answer 24

Surveys

Card sorting activities

Contextual inquiry

Individual interviews

Focus groups

Usability testing

Question 25

Surveys

Answer 25

are good for casting a wide net to collect many responses

Question 26

Card sorting activities

Answer 26

are good for grouping things into categories, for example, items in a navigation menu

Question 27

Contextual inquiry

Answer 27

is good for observing a participant in their own environment to better understand how they work

Question 28

Individual interviews

Answer 28

are good for getting detailed information from a user and spending one-on-one time getting to know them or how they use your product or service

Question 29

Focus groups

Answer 29

are good for observing how participants respond to your questions in a group setting, noting similarities and differences to how they work or use your product or service

Question 30

Usability testing

Answer 30

is good for learning how your users experience your service or product by measuring tasks and performance

Question 31

Four main parts to contextual inquiry

Answer 31

Context: Go to the users’ environments to understand the context of their actions. In this case, you probably want to visit your users at their desks, rather than in your office or a conference room

Partnership: Develop a master-apprentice relationship with your participant to better understand them, their tasks, and the environment they work in. Immerse yourself in your users’ work by performing the tasks they do, the way they do it. For example, taking customer calls or resolving support tickets

Interpretation: Interpret your observations with the participant. Verify that your assumptions and conclusions are correct

Focus: Develop an observation guide (that is, a list of behaviors, tasks, and/or areas to observe and questions to ask) to keep you focused on the subject of interest or inquiry

Question 32

Golden Rules of Shadowing and Interviewing

Answer 32

Get permission to record
If you want to record the conversation, whether voice or video, get approval from the interviewee first

Keep things informal and human
Engage your participants as you would a friendly neighbour. Picture them as the world expert on their unique perspective. Focus on understanding what makes them tick and how they conceive of what they’re trying to accomplish

Ask open-ended questions
Avoid “yes” or “no” questions based on your assumptions. Open-ended questions get participants talking. And just as Newton’s First Law would predict, after you get a person talking, they tend to keep talking

Practice active listening
Stay in the present moment rather than trying to analyze during the interview. You have time to analyze when you listen to the recording or watch the video later

Ask why
Listen closely for vague or general answers and immediately follow up by asking participants to explain more

Question 33

Sales Cloud Personas

Answer 33

Sales Leader
A Sales Leader spends most of their day managing, coaching, and training sales reps. They also spend time managing tools and processes for sales reps.

Deal Closer
Deal Closers spend 3+ hours a day prepping for sales calls and meetings, demoing solutions, and preparing quotes, contracts, and proposals. They often conduct in-person sales meetings and then close the deals.

Data Expert
Data Experts spend 3+ hours a day on reporting and sales forecasting. They also spend 1–3 hours managing the sales pipeline and tools for the sales team.

Pipeline Builder
Pipeline Builders spend 3+ hours a day finding new leads, answering inbound leads, and qualifying leads for the sales team. In addition, Pipeline Builders spend 1–3 hours a day prospecting for new opportunities in existing accounts.

Trusted Advisors
Trusted Advisors spend 3+ hours a day maintaining relationships with existing customers. They upsell products, grow deals, and manage renewals. This persona also spends time prospecting for new opportunities in existing accounts and gathering requirements from prospects.

Question 34

Service Cloud Personas

Answer 34

Case Solver
The Case Solver provides direct support to customers and handles escalated cases.

Expert Agent
The Expert Agent solves escalated cases, contributes to their company’s knowledge base by creating and editing knowledge articles, and trains other agents.

Team Leader
The Team Leader supervises, manages, and trains agents. Most Team Leaders spend less than 5 hours per day in Salesforce.

Service Admin
The Service Admin manages and maintains their organization’s Service Cloud instance. They also create reports and dashboards.

Question 35

Marketing Cloud Personas

Answer 35

Marketing Manager
The Marketing Manager oversees teams, projects, and campaigns. They’re active managers of people and processes. They’re also responsible for crafting strategy and making sure it’s executed. They’re skilled in cross-channel marketing and execute individualized and real-time marketing campaigns.

Strategic Leader
The Strategic Leader uses data to craft their company’s marketing strategy. They’re experienced marketers who provide strategic direction for the marketing team and look for innovative ways to use Salesforce. They’re skilled in multichannel marketing and execute real-time, lifecycle, and segmented marketing campaigns

Marketing Specialist
The Marketing Specialist executes campaigns and uses data to find insights. They’re skilled at cross-channel marketing and executing real-time and lifecycle marketing campaigns.

Designer-Developer
The Designer-Developer creates and codes marketing assets. They’re skilled at single-channel marketing and executing lifecycle and segmented campaigns.

IT Services
The IT Services employee supports marketing data operations. They’re focused on real-time, lifecycle, and segmented marketing on a single channel.

Question 36

Experience Cloud Personas

Answer 36

Site User
Site Users are partners and customers who use portals, sites, and communities to collaborate, get support, and learn. Site Users are customers, partners, or employees who visit sites to find public information such as knowledge base and product or org information.

Community Manager
The Community Manager protects, nurtures, and strategizes for Experience Cloud sites. They’re responsible for enforcing site standards, providing member support and content management, monitoring site usage and health, and developing strategies or guidelines for sites.

Site Admin
The Site Admin manages member access and permissions, and configures and maintains platform settings.

Site Builder
The Site Builder customizes the community’s appearance and develops new functionalities for communities.