Human-Centered Design12% of the exam
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.
Given a scenario, determine how to incorporate human-centered design into a customer solution.
~7 min read · 20 practice questions ·
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
HCD sweet spot
- Detail
- Desirable, feasible, viable
Added criteria
- Detail
- Inclusive, sustainable, ethical
Relationship Design goals
- Detail
- Engagement, connection, social values
Four mindsets
- Detail
- Compassion, courage, intention, reciprocity
Workshop size
- Detail
- Five to seven people, chosen by behavior
Virtual workshop
- Detail
- Four sessions of 2 hours; in person, a full day
Touchpoints
- Detail
- Where you reach the customer or they reach you
Customer's customers
- Detail
- Sometimes better to map a primary perspective first, then secondary
Voting
- Detail
- Top two ideas per phase with sticky dots
Agile fit
- Detail
- Complex work driven by feedback, risk and innovation
Sources for this section (6)
- Explore Human-Centered Designtrailhead.salesforce.com (opens in a new tab)
- Embrace the Relationship Design Mindsetstrailhead.salesforce.com (opens in a new tab)
- Start Your Journey Maptrailhead.salesforce.com (opens in a new tab)
- Define Intention and Audiencetrailhead.salesforce.com (opens in a new tab)
- Run a Journey Mapping Workshoptrailhead.salesforce.com (opens in a new tab)
- Understand Why Salesforce Adopted Agiletrailhead.salesforce.com (opens in a new tab)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Platform User Experience Designer pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 22 lessons of the Platform User Experience Designer guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (20 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams