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WorksheetsCustomer Persona, Empathy Maps - 4th September 2024
Total questions: 15
Worksheet time: 5mins
What is the focus of service design?
Improving the user’s experience with a product or service.
Creating a consistent brand exp for customers across distinct interactions.
Designing a viable customer service prod that fits your org’s business model.
Not harming any person inc ppl who aren’t users or customers, & esp marginalized.
ACME wants to adopt HCD in the redesign of its Salesforce experience. Which step comes first to yield the best outcome?
Implementation
Ideation
Prototyping
Observation
What is the sweet spot of a design solution? Select three.
Competitive
Desirability
Viability
Feasibility
Which of the below are THREE examples of ways to collect qualitative insights?
Interviews
Survey
Focus groups
Participant-observation
When Is Conversation Design Relevant?
When you need to replace your Customer Service team
After a transaction to get feedback
If there is turn-taking in your product experience
In the discovery phase of a new product cloud
What’s one tool a business can use to strengthen employee relationships?
Journey Mapping
Team Website
Swag
Social Media
What are TWO aspects of a Persona Spectrum?
Contains different skill levels a persona might have with your product.
Captures archetypes from beginner or advanced.
A continuum of types of people who might interact with your product.
Focuses dimensions acros physical, cognitive, emotional, societal aspects.
Bad conversation design... (select 2)
... Saves the brand money.
... May racially profile customers.
... Is easy to fix.
... Leaves customers feeling annoyed.
A designer has completed discovery and research analysis. What phase will allow their team to diverge and brainstorm?
Concepting
Prototyping
Feedback
Ideation
Nina is in distress because she is in need to find a new job. Kevin and Stuart come to her and say that they are sorry to hear that.
What is being displayed by Stuart and Kevin?
Sympathy
Empathy
Both sympathy and empathy
None of these
What do you get when you have the key results in your user research?
Key points
Key findings
Key parts
Key and lock
How many sections do we have in Empathy Map?
3
4
5
7
... is not a part of a User Persona
Behaviour
Goals
Frustrations
Opinions
... is not one of the common tools to make UX deliverables
Figma
Figjam
Adobe Illustrator
Maze
Age, geographic location, and other filters are being used in...
Empathizing with users
Finding research participants
Determining user interview
Conducting a user interview
