Salesforce UX Designer Certification Notes PDF

**Low-Fidelity Prototyping in Salesforce UX** - Low-fidelity prototypes vital for ideation & concept testing in early UX stages - Salesforce UX designers use them to quickly iterate ideas before higher fidelity prototypes - Useful for gathering early feedback from stakeholders and u...

**Low-Fidelity Prototyping in Salesforce UX** - Low-fidelity prototypes vital for ideation & concept testing in early UX stages - Salesforce UX designers use them to quickly iterate ideas before higher fidelity prototypes - Useful for gathering early feedback from stakeholders and users - Paper, digital, sketches, and Lego prototypes commonly used - Aid in accessibility considerations, such as keyboard navigation and screen reader compatibility, aligning with WCAG guidelines - Essential for defining layout, user flows, and interactions before implementing SLDS components **Prototype Formats & Examples** - Low-fidelity prototypes ideal for ideation-level questions - Medium-fidelity perfect for exploration-level concepts - Mockups and 3D-printed models are medium-fidelity prototypes - HTML code represents a high-fidelity prototype **Common Low-Fidelity Prototype Formats in Salesforce** - **Sketches:** Quick, hand-drawn representations for brainstorming - **Paper:** Printed or hand-drawn wireframes, layouts for interaction testing (e.g., page flipping) - **Lego:** Physical prototypes for visualizing spatial or product design concepts - **Digital:** Basic wireframes or mockups in Balsamiq, Figma, or Adobe XD - **Wizard of Oz:** Human simulates system responses, mimicking a digital product\'s functionality **Tools for Salesforce UX Prototyping** - **Figma, XD, Sketch**: Used for digital wireframes, prototypes, and UI designs - **Balsamiq**: Effective for low-fidelity wireframing and quick sketches - **Salesforce Lightning Design System (SLDS)**: Provides pre-built UI components for high-fidelity designs - **Miro, Mural**: For brainstorming, customer journey mapping, and UX flows - **Axure RP**: Creates interactive, clickable prototypes for Salesforce apps **Real-World Salesforce UX Case Studies** - **Experience Cloud Redesign**: Used low-fidelity sketches and digital prototypes to improve community navigation - **Service Cloud Console Enhancements**: Tested new case management workflows using paper prototypes for tab management/component layouts - **Lightning App Builder Improvements**: Conducted Wizard of Oz testing for a new drag-and-drop builder; digital prototypes used in Figma for A/B testing layouts **Applying Prototyping in Salesforce UX Design** - Begin with low-fidelity (sketches) followed by testing with stakeholders/users (e.g. paper prototypes ) - Further refine layouts with digital wireframes (e.g. in Figma or Balsamiq) - Incorporate Salesforce-specific components (SLDS) - Conclude with usability tests (e.g. Wizard of Oz for features like AI-powered chat). A business constraint typically includes time, budget, and resources. This means an upcoming deadline is a consideration that is under the business constraint category. Software Performance is a technical restraint, while Branding Guidelines and Quality Governance are design restraints. There are multiple research methods that can be used to gain feedback from customers or users, but focus groups are perfect for leading the customers through a discussion while obtaining verbal and written feedback. Tree testing is a quantitative method of testing to determine how easy it is to find items in a hierarchy and eyetracking is used for measuring where participants look when performing certain tasks. Community Managers are internal users who manage the external parts of the Experience Cloud site in order to maintain standards and provide member support. The Site Admin and Site Builder personas are also internal users, who manage the backend or internal side of the Experience Cloud Site. The Site User persona is used for the external customers or partners who access the Site. his storytelling framework is an effective way to create engaging and memorable experiences, whether for presentations, product demos, or marketing campaigns. Let\'s break it down in a practical way, especially for something like a **Salesforce UX Designer demo** or an **ERMS product pitch**: **1. Hero** - Who is the main character? This could be a **user persona**, such as a customer, employee, or administrator. - The hero should feel **relatable** to the audience. - Example: *Meet Alex, a customer support agent struggling to manage high-priority cases efficiently.* **2. Challenge** - What problem does the hero face? - The challenge should be **specific and painful**---something the audience can empathize with. - Example: *Alex is overwhelmed by the constant stream of customer requests. Important cases get buried, and response times are too slow.* **3. Helper** - What or who helps the hero overcome the challenge? - This is where you introduce your solution---like a **Salesforce UX feature, an ERMS tool, or a process improvement**. - Example: *With the new AI-driven case prioritization in Salesforce, Alex can instantly see and address urgent requests without getting lost in the backlog.* **4. Victory** - What does success look like? - Show how the **hero's life has improved** because of the helper. - Example: *Alex now resolves high-priority cases 40% faster, improving customer satisfaction and reducing stress at work.* The Voice is never changing and will represent a company's values. The Tone can change throughout the process depending on who the audience is and their goals. In order to create content that is helpful, inspiring, and honest, the designer has to think in terms of its customers. Monetization and competition do not have the customer in mind and are not beneficial values. Consistency is important, but is not an important value such as quality, trust, customer success, innovation, and sustainability. Accessible Rich Internet Applications, ARIA for short, is an extension of HTML that provides options to communicate much more advanced interactions to users with disabilities, through assistive Adjacent colors should contain enough contrast to accommodate users with visual challenges. Overly bright colors, similarly shaded colors, and a large assortment of colors are all not accessible Responsive design is where your modular content adapts to the screen size of each device to provide optimal experience. The others are not design options for mobile optimization. Relationship design expands the human-centered design criteria, so that products and services are made with inclusivity, sustainability, and ethics in mind. Engagement, connection, and social values are the goals of relationship design, while the other options are not criteria of relationship design. Service design primarily focuses on all distinct interactions a customer has with a company, including how they accomplish their goals, how consistent the branding is across all interactions, and how the organization is set up for delivering great experiences.\ The creation of meaningful and relevant experiences for users via a product or service is known as User Experience design, while finding a feasible solution is Human-Centered Design. The three principles of inclusive design are recognizing exclusion to help address our own biases, learning from others to help adapt diversity, and extending the solution to many by focusing on what's important to all humans. Practicing inclusive design leads to the solutions offering a variety of ways for customers or users to participate in and contribute to an experience. It can be considered a one-size-fits-one practice, while universal design is a one-size-fits all. The four mindsets in relationship design are Compassion, Courage, Intention, and Reciprocity. Intention mindset is the practice of doing everything we can to ensure others are getting what they need, including showing the negative impact of a feature.\ Compassion mindset is the practice of building products that resonate more deeply with customers by building teams of people to help learn from differences. Courage is the practice of standing up for one's values and improving the relationship between business and the world. Reciprocity is the practice of collaborating with our customers or users to gain insights and drive impact that adds lasting value. Mobile-first is when the designers start the product design from the mobile end before they expand its features towards a tablet and desktop version. This is recommended as there tends to be more restrictions in mobile design and human nature is leading toward more mobile use over the past few years. Page layouts should be optimized for users to be able to collapse sections and move quickly through the page while they focus on the fields they need to populate at that time. Removing fields or permissions for the fields will not solve the issue and most likely make it impossible for your sales team to manage their Opportunities. Page layouts should be structured to work the best for users so telling the Sales team to "deal with it" is not good practice. The only declarative solution for customizing a Salesforce Experience Cloud portal is through the native Builder using the provided components. The other options are all programmatic. Data tables are an enhanced version of an HTML table and are used to display tabular data. They are a Lightning Web Component, cannot replace Reports, and there is not a way to make List Views more dynamic than their current functionality. Macros are a set of instructions that tells the system how to complete a task and are very beneficial for repetitive tasks. Assignment rules automate your organization's lead generation and support processes. Validation Rules verify that data entered by users in records meets the standards you specify before they can save it. Apex is a programmatic solution. The Guidance Center is accessible from any page within Salesforce and has a menu of contextual help topics, Trailhead modules, and more items selected by Salesforce. Field Level Help is used to detail the purpose and function of a standard or custom field. Finally, Empty State and Popovers are programmatic features. Targeted Prompts are used to highlight a specific element on a page by pointing to the element with an arrow and graying out the rest of the page. Walkthroughs provide a hands-on interactive tour, guiding users through a series of onboarding steps. Welcome Mat and Popovers are programmatic features. Prompts let users know about new features, news, important announcements, or helpful guidance for the issue they're working on. The other options are programmatic features. You can add resources to the custom section of the Help Menu. The Help Menu offers a default in-app help experience for companies that don't have custom guidance or training available to users. The other options are not possible within Salesforce with native functionality. In order to update the theme of your Salesforce with either a built-in theme or a custom one, you will have to go to the Salesforce Setup and find the Themes and Branding section.\ The App Launcher is a tool to navigate between Apps and potential tabs within Slaesforce. Salesforce CMS is a hybrid content management system (CMS) where you can create, edit, organize, and manage digital content from a centralized location. There are an assortment of built-in themes that Salesforce provides, including Cloudy Sky. Although the other options include Salesforce mascots, they are not provided themes. Custom themes do not apply to Salesforce Classic or mobile, but do apply to Salesforce Lightning. You can create up to 300 custom themes, but only one theme can be active at a time and you can't modify or clone the built-in themes provided by Salesforce. They do not replace the default themes. Usability Testing is when you want to observe and record how users complete tasks and is not the only form of testing. Tree testing is performed by having your customer follow the entire click path of a specific task. First-Click Testing is where you are recording and analyzing wherever users click first to evaluate whether or not your page's navigation and linking structure is effective in helping users complete their intended task. Although this is similar to evaluating the navigation's effectiveness on the site, that is determined through the entire click path of a specific task in Tree Testing.\ Usability Testing is when you want to observe and record how users complete tasks. A/B testing is the comparison of one version against another version and determining which one is "better" based on the hypothesis put forward. When you use Salesforce and other web applications, the screen reader must switch modes between navigating pages and interacting with them. It's useful for your users to know their screen reader's modes and ways of switching between them before using Salesforce.\ The other options are not necessary for testing with a screen reader. Cross-browser testing is important to ensure your Lightning components properly function across all web browsers for optimal user experience. Sending surveys to users can help achieve user experiences by getting feedback, but not in this context. Testing the navigation and interaction with a web page is typically done with a Keyboard or Screen Reader. The four main features of a good design system is that it's scalable, efficient, visually cohesive, and shared. Design systems are a collection of repeatable design patterns and reusable code so the other options are indicators of a bad design system. Each Experience Builder template includes theme layout components that control the layout of its pages.\ To use the custom Lightning component in your pages, you must assign your component to a theme layout in Experience Builder. Then you apply the theme layout---and thereby the associated component---in each page's properties. The Lightning App Builder and App Manager customize the experience for users in your internal Salesforce organization. The four main features of a good design system is that it's scalable, efficient, visually cohesive, and shared. Consistency ensures that the designs are visually coherent across different components shown in the user interface. Although Efficiency is a main design principle, it does not emphasize coherence across designs. The other options are not considered primary focuses on design systems. Version control includes any system that helps people keep track of multiple versions of something. This can help when developers overwrite each other's changes. You should not delete old versions in case of accidents happening and preview sandboxes lets you test your configurations before the production upgrade. The App Launcher is used to switch between apps and access other Salesforce items and features.\ The Lightning App Builder makes it easy to create custom pages for the Salesforce mobile app and Lightning Experience. Salesforce CMS is a hybrid content management system (CMS) where you can create, edit, organize, and manage digital content from a centralized location. Experience Cloud helps you deliver connected digital experiences. The Lightning App Builder is a one-stop shop for configuring Lightning apps that makes it easy to create custom pages for the Salesforce mobile app and Lightning Experience, giving your users what they need all in one place. Lightning Apps are managed through the App Manager and Lightning pages will need to be deployed via change sets or another deployment tool. Affordances are parts of an element that people recognize and associate with the actions they can take. In applications, settings are often represented by a gear and email is represented by an envelope. The other options are not examples of an affordance. Wire Adapters are used to read Salesforce data and metadata within the Lightning Web Component. LDS wire adapters check the LDS cache first, and request data from the server only as needed. The other options are handled by items that are not Lightning Web Components or composed of multiple LWCs. The only items needed to create a Lightning Web Component are a JavaScript file, an HTML file, and optionally a CSS file. Apex and Visualforce are other programming tools within Salesforce to automate tasks and visualize data. Lightning Web Components use core standards and provide only what's necessary to perform well in browsers supported by Salesforce. Most of the code you write is standard JavaScript and HTML. While the other options can be used in various ways either on their own or together, they are not the recommended option for creating custom UI components