Tools and artifacts

Which part of the Business model canvas includes strategies and tactics on how to raise awareness about products, how to reach customers, and how to help them evaluate the organisation’s Value proposition?

• Revenue Streams

• Customer Relationships 

• Channels

What UX mapping method should a strategy designer use to visually illustrate the range of experiences customers have with a business in one place? 

• Customer journey mapping

• Experience mapping 

• Empathy mapping  

Which Salesforce product should a strategy designer propose to an automotive client to provide a space for retailers and other partners who need an overview of their key accounts, manage opportunities, and view reports?

• Experience Cloud

• Sales Cloud 

• Retail Cloud

A strategy designer has just started working on a new project and is now planning the first design mapping exercise. Which one should they start with to effectively categorise research notes from a user interview in order to show the user's perspective regarding a product or service?

• Service Blueprint

• Empathy Mapping

• Experience Mapping

Client decides to make some organisational changes and asks a strategy designer for an input. What should a strategy designer strongly recommend before proceeding with the project? 

• Create an empathy map to understand how employees will feel about the proposed changes

• Gather all key IT stakeholders and discuss tech dependencies of the proposed changes

• Work on a service blueprint to identify opportunities for optimisation and discover weaknesses

Which UX method, that helps to pinpoint specific touchpoints causing pain or delight, can be used at almost any point in the design cycle as it brings concrete value regardless of the project stage?

• Customer Journey Mapping

• Service Blueprint 

• Empathy Mapping

One of the main strategies that has been defined during a visioning workshop is to provide a highly personalised communication based on all customer data. Which product should a strategy designer suggest? 

• CDP and Marketing Cloud

• Service Cloud

• Communications Cloud

The most recent user panel you have conducted has uncovered a long-term frustration of many agents. They complain they cannot stay efficient because one of the key pages they access every time is loading very slowly. What should a strategy designer do? 

• Tell them to keep the page open at all times and then only switch tabs when they need to work with it 

• Instruct a developer to analyse the page performance 

• Schedule a session with a BA and UX Designer to discuss the issue together

A UX vision statement has been just approved and a roadmap is taking shape. Which method can a strategy designer consider to support effective and efficient prioritisation of the individual roadmap items?

• RICE method

• Time-effort matrix

• MoWCoS model

What Salesforce product is most suited for managing in-store visits, sales agreements, and planograms? 

• Consumer Goods Cloud

• Service Cloud

• Sales Cloud