Customer Experience Management (CXM) Quiz
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Questions and Answers

What is the focus of analysis for digital systems?

  • Implementing security measures
  • Creating data flow diagrams
  • Understanding business and user requirements (correct)
  • Developing entity relationship diagrams

    • What are significant business processes often referred to as?

  • Data flow activities
  • Value chain elements (correct)
  • Security protocols
  • Entity relationship tasks

    • What is the main purpose of process modeling in digital technology projects?

  • Creating data flow diagrams
  • Defining activities or tasks for the business information system (correct)
  • Developing entity relationship diagrams
  • Implementing security measures

    • What does analysis activity for digital systems involve?

    <p>Understanding the current process and reviewing possible alternatives</p> Signup and view all the answers

    What is the principal concern of digital business managers according to the text?

    <p>Security of information about customers and internal company data</p> Signup and view all the answers

    Which step is recommended for managing user privileges in the digital business security context?

    <p>Teach Good Practice (User Education and Awareness)</p> Signup and view all the answers

    What is recommended to improve security in business related to IT access management?

    <p>Manage IT Access (Managing User Privileges)</p> Signup and view all the answers

    What does Customer Experience Management (CXM) aim to improve?

    <p>User experience across physical and digital platforms</p> Signup and view all the answers

    What does information architecture combine to support user and organization goals?

    <p>Organization, labeling, and navigation schemes</p> Signup and view all the answers

    What do wireframes illustrate in the information architecture process?

    <p>The layout of individual web pages</p> Signup and view all the answers

    What is the purpose of storyboarding in relation to wireframes?

    <p>To review the design concept with user groups</p> Signup and view all the answers

    What do wireframes commonly feature?

    <p>Navigation columns, header and footer areas, and slots for content</p> Signup and view all the answers

    What enforces a standard look and feel across different site sections?

    <p>Standardized Cascading Style Sheets (CSS)</p> Signup and view all the answers

    What does mobile site design options include?

    <p>Simple mobile sites, screen-scrape, responsive design, HTML5, adaptive design</p> Signup and view all the answers

    What does simple mobile sites involve?

    <p>A completely separate mobile site on a different domain</p> Signup and view all the answers

    What does screen-scrape involve?

    <p>Dropping existing web content into a basic mobile site template without back-end integration</p> Signup and view all the answers

    What does responsive design automate for mobile users?

    <p>Overlaying contextually relevant content</p> Signup and view all the answers

    What does HTML5 offer as an advantage for targeting all mobile platforms at once?

    <p>A cost-effective and less labor-intensive approach</p> Signup and view all the answers

    What does process mapping involve?

    <p>Identifying the location and responsibilities of processes within an organization</p> Signup and view all the answers

    What does task analysis entail?

    <p>Identifying different tasks, their sequence, and how they are broken down</p> Signup and view all the answers

    What do process dependencies summarize?

    <p>The order in which activities occur according to business rules</p> Signup and view all the answers

    What does workflow involve?

    <p>The automation of business processes, passing documents or tasks from one participant to another based on procedural rules</p> Signup and view all the answers

    What are flow process charts and data modeling used for in digital business and e-commerce systems?

    <p>Entity relationship modeling and relational database analysis and design</p> Signup and view all the answers

    What does data modeling involve?

    <p>Identifying entities, attributes for entities, and relationships between entities, using well-established techniques for relational database analysis and design</p> Signup and view all the answers

    What is use-case analysis focused on?

    <p>Modeling system requirements with a user-centered approach, identifying actors, use-cases, and developing use-case scenarios</p> Signup and view all the answers

    What is the Unified Modeling Language (UML) used for?

    <p>Specifying, visualizing, and documenting the artifacts of an object-oriented system</p> Signup and view all the answers

    In client-server model architecture, where do end-user machines run applications while accessing data from a server?

    <p>End-user machines run applications while accessing data from a server</p> Signup and view all the answers

    What is user-centered design (UX) based on?

    <p>Optimizing the user experience including the user interface for digital technology projects</p> Signup and view all the answers

    What does design for digital technology projects involve specifying?

    <p>How the system should be structured and how end-user functionality will be implemented</p> Signup and view all the answers

    What is the primary key in a database table?

    <p>A field that uniquely identifies each record in a table</p> Signup and view all the answers

    What does workflow involve in a business process?

    <p>The automation of a business process, during which documents or tasks are passed from one participant to another</p> Signup and view all the answers

    What is the purpose of task analysis in an organization?

    <p>Identification of different tasks, their sequence and how they are broken down</p> Signup and view all the answers

    What does use-case modeling focus on?

    <p>A user-centered approach to modeling system requirements</p> Signup and view all the answers

    What is the purpose of Unified Modelling Language (UML)?

    <p>To specify, visualize, and document the artifacts of an object-oriented system</p> Signup and view all the answers

    What does the term 'actors' refer to in the context of systems?

    <p>People, software or other devices that interface with a system</p> Signup and view all the answers

    What does User-centred design (UX) primarily focus on?

    <p>Optimizing the user experience according to all factors affecting it</p> Signup and view all the answers

    What does Customer Experience Management (CXM) aim to improve?

    <p>User experience broadened to consider the context of use across different digital platforms</p> Signup and view all the answers

    What does Information architecture combine in an information system?

    <p>Organization, labelling and navigation schemes composing an information system</p> Signup and view all the answers

    What does Card sorting or web classification involve?

    <p>The process of arranging a way of organizing objects on the website in a consistent manner</p> Signup and view all the answers

    What do Wireframes illustrate in the information architecture process?

    <p>The layout of an individual web page</p> Signup and view all the answers

    What do Activity-based process definition methods entail?

    <p>The processes and sub-processes are essentially the activities or tasks that need to be performed by the business information system</p> Signup and view all the answers

    What is the primary key in a database table?

    <p>A field that uniquely identifies each record in a table</p> Signup and view all the answers

    What does task analysis entail?

    <p>Identification of different tasks, their sequence and how they are broken down</p> Signup and view all the answers

    What does use-case modeling focus on?

    <p>A user-centred approach to modelling system requirements</p> Signup and view all the answers

    What does workflow involve in a business process?

    <p>The automation of a business process, in whole or part during which documents, information or tasks are passed from one participant to another for action</p> Signup and view all the answers

    What is the primary purpose of wireframes in the information architecture process?

    <p>Illustrate the layout of an individual web page</p> Signup and view all the answers

    What does Customer Experience Management (CXM) primarily aim to improve?

    <p>User experience across different digital platforms</p> Signup and view all the answers

    What does Card sorting or web classification involve?

    <p>Arranging a way of organizing objects on the website in a consistent manner</p> Signup and view all the answers

    What is the main focus of Unified Modelling Language (UML)?

    <p>Specify, visualize and document artifacts of an object-oriented system</p> Signup and view all the answers

    What does Information architecture primarily combine in an information system?

    <p>Organization, labelling and navigation schemes</p> Signup and view all the answers

    What is the main focus of User-centred design (UX)?

    <p>Optimizing user experience according to all factors including user interface</p> Signup and view all the answers

    What do wireframes illustrate in the information architecture process?

    <p>The layout of an individual web page</p> Signup and view all the answers

    What does Activity-based process definition methods entail?

    <p>Essentially activities or tasks that need to be performed by the business information system.</p> Signup and view all the answers

    Study Notes

    Business Process Analysis and Design

    • Process mapping involves identifying the location and responsibilities of processes within an organization.
    • Task analysis entails identifying different tasks, their sequence, and how they are broken down.
    • Process dependencies summarize the order in which activities occur according to business rules, often depicted using data flow diagrams and flow charts.
    • Workflow involves the automation of business processes, where documents, information, or tasks are passed from one participant to another based on procedural rules.
    • Flow process charts and data modeling, including ER (entity relationship) modeling, are used for digital business and e-commerce systems.
    • Data modeling involves identifying entities, attributes for entities, and relationships between entities, using well-established techniques for relational database analysis and design.
    • Use-case analysis is a user-centered approach to modeling system requirements, involving identifying actors, use-cases, and developing use-case scenarios.
    • The Unified Modeling Language (UML) is used to specify, visualize, and document the artifacts of an object-oriented system.
    • Client-server model is a system architecture where end-user machines run applications while accessing data and possibly programs from a server.
    • User-centered design (UX) is based on optimizing the user experience, including the user interface, for digital technology projects.
    • Design for digital technology projects involves specifying how the system should be structured and how end-user functionality and back-end integration with other projects will be implemented.
    • A key design decision in client-server systems is how different tasks involved in delivering a working application to users are distributed between client and server.

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    Description

    Test your knowledge of customer experience management (CXM) by understanding how user experience improvements are broadened to consider the context of use across different digital platforms and physical locations. Explore the elements of CXM including user-centred site design and customer touchpoints.

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