# Human-centered and relationship design with journey maps

*Platform User Experience Designer Study Guide · Human-Centered Design · Last updated October 16, 2026 · https://www.certifyforce.com/study-guide/user-experience-designer/human-centered-design/human-centered-and-relationship-design-with-journey-maps*

What human-centered design is and how UX design, service design and Relationship Design differ; the desirable, feasible and viable sweet spot and the inclusive, sustainable and ethical criteria Relationship Design adds; the four mindsets; and how to scope, staff and run a journey-mapping workshop inside an agile delivery.

- Certification: Salesforce Platform User Experience Designer
- Exam section: Human-Centered Design
- Study guide: https://www.certifyforce.com/study-guide/user-experience-designer

**Official exam objective:**

> Given a scenario, determine how to incorporate human-centered design into a customer solution.

## What the exam expects

- Define human-centered design (HCD) and test a concept against desirability, feasibility and viability.
- Choose between UX design, service design and Relationship Design from a stated goal, and name Relationship Design's goals, added criteria and four mindsets.
- Apply Relationship Design to customer, employee and community relationships.
- Scope a journey map, pick its audience and invite participants; place items in the right map section; run the workshop through synthesis, opportunities and a consequence scan.
- Recommend agile delivery when the outcome is uncertain and feedback must shape the design.
- Key terms: **HCD** (problem-solving that starts from people's needs); **service design** (consistent experiences across all interactions); **Relationship Design** (experiences that foster ongoing engagement and connection); **touchpoint** (where you reach the customer or they reach you); **consequence scan** (a pause to find and mitigate unintended consequences).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| HCD sweet spot | Desirable, feasible, viable | [Explore Human-Centered Design](https://trailhead.salesforce.com/en/content/learn/modules/relationship-design/explore-human-centered-design) |
| Added criteria | Inclusive, sustainable, ethical | [Explore Human-Centered Design](https://trailhead.salesforce.com/en/content/learn/modules/relationship-design/explore-human-centered-design) |
| Relationship Design goals | Engagement, connection, social values | [Explore Human-Centered Design](https://trailhead.salesforce.com/en/content/learn/modules/relationship-design/explore-human-centered-design) |
| Four mindsets | Compassion, courage, intention, reciprocity | [Embrace the Relationship Design Mindsets](https://trailhead.salesforce.com/content/learn/modules/relationship-design/embrace-the-relationship-design-mindsets) |
| Workshop size | Five to seven people, chosen by behavior | [Start Your Journey Map](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/start-your-journey-map) |
| Virtual workshop | Four sessions of 2 hours; in person, a full day | [Start Your Journey Map](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/start-your-journey-map) |
| Touchpoints | Where you reach the customer or they reach you | [Start Your Journey Map](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/start-your-journey-map) |
| Customer's customers | Sometimes better to map a primary perspective first, then secondary | [Define Intention and Audience](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/define-intention-and-audience) |
| Voting | Top two ideas per phase with sticky dots | [Run a Journey Mapping Workshop](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/run-a-journey-mapping-workshop) |
| Agile fit | Complex work driven by feedback, risk and innovation | [Understand Why Salesforce Adopted Agile](https://trailhead.salesforce.com/content/learn/modules/salesforce-agile-basics/understand-why-salesforce-adopted-agile) |

## Check yourself

- Why does a concept customers want still fail HCD if the team cannot build it?
- When should a journey-mapping team map a primary customer first?
- Which journey-map section captures environmental, social and time factors?
- Why run a consequence scan on the refined map with the workshop participants?

## Sources

- [Explore Human-Centered Design](https://trailhead.salesforce.com/en/content/learn/modules/relationship-design/explore-human-centered-design)
- [Embrace the Relationship Design Mindsets](https://trailhead.salesforce.com/content/learn/modules/relationship-design/embrace-the-relationship-design-mindsets)
- [Improve Relationships Using Design](https://trailhead.salesforce.com/content/learn/modules/relationship-design/improve-relationships-using-design)
- [Add Journey Mapping to Your Solution Toolbox](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/add-journey-mapping-to-your-solution-toolbox)
- [Define Intention and Audience](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/define-intention-and-audience)
- [Start Your Journey Map](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/start-your-journey-map)
- [Run a Journey Mapping Workshop](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/run-a-journey-mapping-workshop)
- [Craft Your Journey Map](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/craft-your-journey-map)
- [Understand Why Salesforce Adopted Agile](https://trailhead.salesforce.com/content/learn/modules/salesforce-agile-basics/understand-why-salesforce-adopted-agile)
- [Learn the Basics of Agile](https://trailhead.salesforce.com/content/learn/modules/salesforce-agile-basics/learn-the-basics-of-agile)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 20 linked practice questions, and unlimited timed mock exams are included with the Platform User Experience Designer pack (USD $19): https://www.certifyforce.com/practice-exams