1. 13% Discovery (8 questions)
1.1. User stories
1.1.1. Who / Why / What
1.1.2. INVEST
1.1.2.1. Independent
1.1.2.1.1. User stories should be self-contained, independent of other user stories
1.1.2.2. Negotiable
1.1.2.2.1. You should be able to make changes to a user story and rewrite it until it is implemented in a time box
1.1.2.3. Valuable
1.1.2.3.1. Each user story should deliver a business value to the user
1.1.2.4. Estimable
1.1.2.4.1. You should be able to estimate and determine the size/effort of a user story
1.1.2.5. Small
1.1.2.5.1. User stories should be small enough to fit in a time box
1.1.2.6. Testable
1.1.2.6.1. User stories need to make the development of tests possible
1.1.3. Mistakes to avoid
1.1.3.1. The project team didn’t engage in story writing
1.1.3.2. The who of the user story is an undefined user
1.1.3.3. The why in the user story is feature-specific
1.1.3.4. The what (acceptance criteria) is too vague
1.1.3.5. The user story was assigned to the implementation team without a team discussion
1.2. UX designer skills
1.2.1. UX Research Collaboration
1.2.2. Wireframing and UI Prototyping
1.2.3. User Empathy
1.2.4. Interaction Design
1.2.5. Communication
1.3. Research
1.3.1. Research Plan: scope, timeline, participants (5 min, 30 max)
1.3.1.1. Research categories
1.3.1.1.1. Behavioral: what people do
1.3.1.1.2. Attitudinal: what people say
1.3.1.1.3. Qualitative: “Why?”, “How?”
1.3.1.1.4. Quantitative: “How much?”, “How many?”
1.3.1.2. Hawthorne effect
1.3.1.2.1. Behavior is altered due to the awareness of being observed
1.3.1.3. UX Research Basics pack .zip
1.3.1.3.1. Raw results Excel template
1.3.1.3.2. Color-coded sample data
1.3.1.3.3. Powerpoint template
1.3.1.4. UX Personas for Salesforce
1.3.1.4.1. Archetype representing a group of users
1.3.1.4.2. Sales, Service, Marketing & Community Cloud
1.3.2. Research methods
1.3.2.1. Survey
1.3.2.1.1. good for casting a wide net to collect many responses
1.3.2.2. Card sorting
1.3.2.2.1. good for grouping things into categories, for example, items in a navigation menu
1.3.2.3. Contextual inquiry
1.3.2.3.1. good for observing a participant in their own environment to better understand how they work
1.3.2.4. Individual interview
1.3.2.4.1. 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
1.3.2.5. Focus group
1.3.2.5.1. good for observing how participants respond to your questions in a group setting
1.3.2.6. Usability testing
1.3.2.6.1. good for measuring tasks and performance
1.3.3. Golden rules
1.3.3.1. Get permission to record
1.3.3.2. Keep things informal
1.3.3.3. Ask open-ended questions (avoid “yes” or “no”)
1.3.3.4. Active listening (review the recording later)
1.3.3.5. Ask why
1.4. Content strategy
1.4.1. Storytelling framework
1.4.1.1. Opening
1.4.1.2. Challenges and Solutions
1.4.1.3. Positive Conclusion
1.4.2. Heuristic analysis
2. 16% UX fundamentals (10 questions)
2.1. Process diagrams
2.1.1. UPN (Universal Process Notation)
2.1.1.1. simpler and more engaging diagramming notation
2.1.2. Capability Model
2.1.2.1. high-level process areas
2.1.3. Detailed process map
2.1.3.1. drilled-down flowchart
2.1.4. SIPOC
2.1.4.1. Suppliers, Inputs, Process, Outputs, and Customers
2.1.4.1.1. to define the scope of a complex process
2.1.5. Value Stream Map
2.1.5.1. to identify waste within and between processes
2.1.5.2. allow people to discover things by themselves
2.2. User Flow
2.2.1. Rapid prototyping
2.2.1.1. low-fidelity
2.2.1.1.1. wireframing
2.2.1.2. mid-fidelity
2.2.1.2.1. page layout
2.2.1.3. high-fidelity (InVision Studio)
2.2.1.3.1. animation / interactive
2.3. Visual design
2.3.1. Parallax effect
2.3.1.1. Illusion of depth
2.3.1.2. Background moves slower than foreground
2.4. Responsive design / Optimization for mobile
2.5. Main areas to consider regarding color and accessibility
2.5.1. color as meaning
2.5.1.1. states are never indicated by color alone
2.5.2. contrast
2.5.2.1. Ensure enough contrast between adjacent colors
2.6. FACE content
2.6.1. Friendly (upbeat and engaging)
2.6.2. Accurate (to build trust with the reader)
2.6.3. Concise
2.6.4. Educational (how to be more efficient/productive)
3. 12% Human-centered design (7 questions)
3.1. HCD is a method of creative problem-solving that leads to a desired outcome.
3.1.1. 3 principles: Inclusive, Sustainable, Ethic
3.1.1.1. Success is at the intersection of desirability, feasibility, and viability.
3.2. Relationship design
3.2.1. RD is the creation of experiences to strengthen connections between people, companies, and communities
3.2.1.1. Connection
3.2.1.2. Social values
3.2.1.3. Engagement
3.2.2. Mindsets of relationship design
3.2.2.1. Compassion mindset
3.2.2.2. Courage mindset
3.2.2.3. Intention mindset
3.2.2.4. Reciprocity mindset
3.3. Service design
3.3.1. consistent user/customer experiences across multiple interactions.
3.4. Conversation Design (CxD)
3.4.1. Discover: Gather requirements from stakeholders, conduct relevant research
3.4.2. Ideate: Create a document that lays out what your conversation aims to accomplish
3.4.3. Prototype: Assemble in a prototype
3.4.4. Revise: Conduct usability testing, review with stakeholders for final approvals, conduct QA in final build
3.5. Inclusive design
3.5.1. Principles
3.5.1.1. Recognize exclusion
3.5.1.2. Learn from diversity
3.5.1.3. Solve for one, extend to many
3.5.2. WCAG web content accesibility guidelines
3.5.2.1. "POUR"
3.5.2.1.1. Perceivable (alt text, captions...)
3.5.2.1.2. Operable (keyboard, mouse...)
3.5.2.1.3. Understandable (readable, predictable...)
3.5.2.1.4. Robust (compatibility...)
3.5.2.2. restrictions
3.5.2.2.1. contrast ratio between text and background should be at least 4.5 to 1. If the font is at least 24 px or 19 px bold, the minimum drops to 3 to 1.
3.5.2.2.2. Limit flashing/blinking
3.5.2.2.3. User must be able to pause animations longer than 5 sec
3.5.3. Screen readers
3.5.3.1. use heading structure to navigate
3.5.3.2. decorative icons are skipped
3.5.3.3. informational icons are NOT skipped
4. 27% Declarative design (16 questions)
4.1. Salesforce features
4.1.1. Path vs Kanban
4.1.2. Dynamic forms vs dynamic pages
4.1.3. Quick actions (global vs object-specific)
4.1.4. Screen flow vs Lightning component
4.1.5. lookup vs master-child
4.1.6. Utility bar
4.2. Distributed marketing
4.2.1. to send email to Lead, Contact or Person Account from within Salesforce (Sales, Service, Financial Services, or Experience Cloud) using email templates created in Marketing Cloud
4.3. Branded app
4.3.1. Name, Icon, Launch Screen, Color Scheme, App Store Listing
4.3.2. Authentication URL & Help URL (Salesforce app only)
4.4. In-app guidance
4.4.1. Push method (user is not seeking help)
4.4.1.1. Welcome Mat
4.4.1.2. Prompts
4.4.1.2.1. Floating prompt (9 possible positions)
4.4.1.2.2. Targeted Prompt (specific element on the page)
4.4.1.2.3. Docked Prompt (remain on screen)
4.4.1.3. Popover (programmatic)
4.4.1.4. Walkthrough (declarative)
4.4.1.5. Empty state
4.4.1.6. Field-level Help
4.4.1.7. Setup Assistant (programmatic) centralized list of tasks for onboarding
4.4.2. Pull method (user seeks help)
4.4.2.1. Help menu
4.4.2.2. infobubble (opens a tooltip when user hovers over an icon)
5. 11% Testing (6 questions)
5.1. Qualitative testing
5.1.1. Concurrent Think Aloud (CTA) means asking the tester to think aloud as they work
5.1.2. Retrospective Think Aloud (RTA) means asking the tester to verbally repeat their thinking after the fact
5.1.3. Concurrent Probing (CP) means asking the tester “why?” as needed throughout the test
5.1.4. Retrospective Probing (RP) means asking detailed questions after the fact
5.2. Tree testing
5.2.1. evaluate site structure
5.3. A/B testing
5.3.1. single variant (A vs B)
5.3.2. multi variant (A vs B vs C)
5.4. Usability benchmarking
5.5. Biases
5.6. Feedback
6. 21% Salesforce Lightning Design System (SLDS) (13 questions)
6.1. Platforms
6.1.1. Lightning
6.1.1.1. Styling hooks (placeholders, in the SLDS style sheet)
6.1.1.1.1. naming convention E.g. button-sizing-width-small (Component + Category + Property + Attribute)
6.1.2. Visualforce
6.1.2.1. Got existing Visualforce pages? Use Lightning Stylesheets!
6.1.2.1.1. Simply add the attribute lightningStyleSheets="true" to the <apex:page> tag.
6.1.3. Heroku
6.1.3.1. work with the Salesforce Lightning Design System in your local development environment and deploy to Heroku.
6.1.4. Android
6.1.4.1. to style your app to be consistent with SLDS
6.1.5. iOS
6.1.5.1. to style your app to be consistent with SLDS
6.2. Guidelines
6.2.1. Principles
6.2.1.1. Clarity, Efficiency, Consistency, Beauty
6.2.2. Builders
6.2.2.1. App Builder, Experience Builder, Bot Builder, Flow Builder
6.2.3. Charts
6.2.3.1. Metric Displays (numbers that change with time.)
6.2.4. Conversation UI
6.2.4.1. Any time users and customers converse with each other (generally in real-time)
6.2.5. Data entry
6.2.5.1. Text box, date picker, lookup, checkbox, toggle
6.2.6. Data display
6.2.6.1. Tables, trees, tiles, cards, feeds
6.2.7. Empty states
6.2.7.1. messages that appear whenever an element has no content
6.2.7.1.1. Must have a message. A call to action and illustration are optional.
6.2.8. Iconography
6.2.8.1. six interaction states
6.2.8.1.1. Default
6.2.8.2. SLDS icon types
6.2.8.2.1. utility icons
6.2.9. in-app feedback
6.2.9.1. Specific Feature
6.2.9.1.1. General Experience
6.2.10. Layouts
6.2.10.1. Record layout
6.2.10.1.1. List layout
6.2.11. Loading
6.2.11.1. Spinners (animated SVGs or GIFs)
6.2.11.1.1. Stencils (placeholders)
6.2.12. Localization
6.2.12.1. Avoid using flags to represent languages
6.2.12.1.1. use the CSS text-align property
6.2.13. BEM naming conventions (block, element, modifier)
6.2.13.1. Where Salesforce diverges from BEM
6.2.14. Navigation
6.2.14.1. Tabs (global, scoped. nesting)
6.2.14.1.1. Trees
6.2.15. Notifications
6.2.15.1. aim for 30% urgent, 45% standard, and 25% discreet
6.2.16. Messaging states
6.2.16.1. Empty
6.2.16.1.1. Errors
6.2.17. Search
6.2.17.1. Default state
6.2.17.1.1. Focus
6.2.18. User engagement
6.2.18.1. M.A.P. (message, audience, purpose)
6.2.18.2. onboarding
6.2.18.2.1. adoption
6.2.19. Voice and Tone
6.2.19.1. Voice reflects our personality
6.2.19.1.1. It’s what we say.
6.2.19.2. Tone is the way we speak
6.2.19.2.1. It’s how we say things.
6.3. Kinectics
6.3.1. Macropatterns (e.g. New Record)
6.3.1.1. repeatable
6.3.1.1.1. fits multiple record types
6.3.2. Micropatterns (e.g. button states)
6.4. Accesibility
6.4.1. non-modal dialog
6.4.2. modal dialog
6.5. Blueprints
6.5.1. Accordion
6.5.1.1. Buttons
6.5.1.1.1. Caroussel
6.6. Utilities
6.6.1. Alignment
6.6.1.1. Borders
6.6.1.1.1. Floats
6.7. Design tokens
6.7.1. entities that store visual design attributes
6.7.1.1. We use them in place of hard-coded values (such as hex values for color or pixel values for spacing)
6.7.2. Colors
6.7.2.1. Fonts
6.7.2.1.1. Spacing
6.8. Tools
6.8.1. Sketch plugin
6.8.1.1. Validator
6.8.1.1.1. Scope Customizer
6.9. Design documentation
6.9.1. relationships between elements are more important than the individual elements
6.9.2. Affordances (parts of an element that people recognize and associate with the actions they can take)