Strategy Designer

A global retailer has received customer complaints because items that are advertised sell out too quickly. There is a disconnect between marketing and fulfillment teams and their systems. Which tool should the strategy designer use to identify the root causes, dependencies, and opportunities for improvement?. Journey map. Stakeholder interviews. Service blueprint.

Cloud Kicks (CK) has a large number of customer support requests. CK has identified a need for updated documentation as part of a new customer service design, making self-service available within the experience. What should be used to measure ongoing success?. Decreased bounce rate on documentation pages. Increased number of Knowledge articles. Decreased number of customer cases.

The strategy designers at Cloud Kicks are leading a large number of projects initiated by various stakeholders. They implement an Impact matrix to help them prioritize their work. What is the purpose of an Impact & Effort matrix?. To compare products based on predefined criteria to enable stakeholder discussion. To prioritize projects based on key goals outlined in project framing. To classify projects according to their level of urgency.

Cloud Kicks has launched their new online store with special emphasis on improving user experience. Which metric should be used to measure user experience improvements achieved as an outcome of the redesign?. Customer-satisfaction score (CSAT). Incremental transaction volume. Net adoption score (NAS).

Cloud Kicks' (CK) stakeholders have some concerns about a newly created CX vision because they struggle with imagining how it will impact CK's current product. What should a strategy designer do to alleviate the stakeholders' concerns?. Share associated Objectives & Key Results (OKRs) with stakeholders to put the vision in a business context. Prototypean aspect of the vision that interacts with the current product and share insights with stakeholders. Organize a brainstorming session to provide stakeholders with a chance to reassess the vision.

A project team at Cloud Kicks framed this design challenge: "How might we help our customers amidst supply chain interruptions?” What information is missing that belongs in all well-written challenge statements?. The desired outcome. The persona being designed for. The hypothesis for the solution.

A consumer healthcare startup wants to collect data on patients' symptoms over time, and plans to research how to monetize this data. How should a strategy designer counsel leadership in consideration of ethical implications for both the company and its patients?. Perform user research with patients to understand their level of comfort of data being shared for monetization. Facilitate a Consequence Scanning workshop before proceeding with any further investment. Research similar healthcare organizations about how they are monetizing patient data.

A strategy designer is leading a project to reimagine in-app communication on Cloud Kicks' sales platform. The CIO is a key decision-maker but appears to be neutral—and even, at times, a detractor—to the project. What should the designer do to gain their alignment?. Set up a conversation with the CIO to name the challenge and listen to their objections. Email the stakeholders reiterating project status and asking for any objections to the approach. Ask the sponsor to speak to the CIO on behalf of the project and explain how it meets team needs.

Cloud Kicks wants to design a new line of service and has decided to conduct a Consequence Scanning workshop to assess the planned service development roadmap. Which types of outcomes should result from a Consequence Scanning workshop?. Issues to accept, object, or withhold. Issues to stop, start, or continue. Issues to action, influence, or monitor.

Cloud Kicks' sales team is reporting an increased rate of churn. The support team is frequently bombarded with customer requests for a less complicated user experience. The development team sees the inherent risk in changing a mature product. What should a strategy designer recommend to help create alignment between these teams?. Create a prioritized product roadmap to ensure future releases address known challenges. Share stories from customer research to create a common understanding of challenges. Define acceptance criteria and plan user acceptance testing to validate intended outcomes.

Cloud Kicks (CK) has just added sustainability as a corporate value. CK has assigned a strategy designer to partner with the manufacturing team to look for opportunities to improve on its sustainability goals. What should the designer do to build and rationalize a case with this new team?. Meet with the manufacturing team and give them feasible solutions. Analyze internal systems through the lens of environmental risk. Present research on climate change to the manufacturing team.

A global consumer package goods company is about to engage in a digital transformation effort to help siloed departments collaborate more efficiently. The strategy designer and an organizational designer partner to prototype new ways of cross-departmental collaboration. What is a key objective the team should focus on?. Unify all organizational tech stacks under one platform. Create a single enterprise-wide digital governance model. Have the final say in all intra-departmental decisions.

job listing company has launched a campaign around the adoption of its social app for professional networking. What should the team measure to gain the most trustworthy perspective and discourage artificially increasing (or "hacking") the company's success metrics?. New account activations. Number of times a user opens the app per day. New connections made between users.

A Salesforce Architect is asked to engage and help facilitate a journey mapping workshop with a strategy designer. The architect is unsure how it will help in the creation of deliverables they are required to produce. What value should the architect get by engaging in this workshop?. A journey map will allow the developers to start building. A journey mapping exercise will provide all of their technical requirements. A journey map allows for the creation of a solution architecture diagram.

In an effort to increase revenue, the Cloud Kicks design team proposes creating a new ecommerce tool where customers can easily search for products and access a bot that makes personalized recommendations. The team knows the cost to implement this new experience is significant. Which tool should the team use to justify the strategy?. Prioritization matrix. Business model canvas. Criteria scorecard.

The team at Cloud Kicks is spending too much time curating dashboards of the company's sales pipeline for multiple different levels of leadership, who are interested in different views of the same data. What should the strategy designer recommend to help the team efficiently share the right data?. Provide Kanban view in Revenue Cloud. Develop reports in Sales Cloud. Create dashboards in Tableau.

Cloud Kicks (CK) has developed a successful commerce solution for its customers in the healthcare space. Now, CK is considering the creation of an artificial intelligence (AI)-based recommendation engine. There are privacy concerns around predicting an individual’s healthcare needs. What should a strategy designer suggest that would provide a focus on ethics in AI?. Evaluate multiple AI vendors with commerce solutions and judge the most ethical. Publish a publicly accessible set of ethical principles and guidelines. Createa focus group among internal stakeholders to advocate for the consideration of bias and fairness.

Cloud Kicks (CK) designs innovative footwear for elite athletes. Manufacturing the footwear is possible but expensive. What should CK focus testing efforts on to determine whether to produce at scale?. Competitive advantage, impact, and ownability. Desirability, viability, and feasibility. Novelty, privacy, and potential to go viral.

A strategy designer is presenting their new service vision to an executive audience. What should the designer include in the executive summary to meet the audience's needs?. A detailed report of the data that informed the new vision. A plan description inclwhou nededsi ton acgt and what they need to do. The different options explored in the process of designing this vision.

Cloud Kicks (CK) has noticed that users struggle to find the information they are looking for via the company's website navigation menu. CK's strategy designer asks the design team to revise the menu by co-designing it with end users. Which technique should be used to do this?. Heuristic review. Card sorting. Consequence scanning.

Cloud Kicks' product team is focused on a new business-casual clothing line that they think will account for over half of the company's revenue in the future. Which trend should influence desirability the most?. Supply chain issues that delay product availability. Digital 'product passports’ to help prevent counterfeiting. Hybrid work emphasizing the need for color and comfort.

Cloud Kicks has expanded its business recently by offering customizable footwear and the ability to price by customer. Along with Sales Cloud, they are looking into additional product options that would help sales reps configure their orders easily. Which Salesforce product should be considered for this business need?. Commerce Cloud. Revenue Cloud. Marketing Cloud.

Executive stakeholders have a variety of projects they want to bring to the market across multiple priorities. What is the most effective way a strategy designer could influence the stakeholders?. Orient around outcomes that matter to stakeholders. Invite stakeholders as optional to all design team reviews. Create teambuilding events with stakeholders to build trust.

A strategy designer leads a new UX project and needs to align with stakeholders who have varying degrees of interest and influence on the project. The designer wants to understand each stakeholder's potential negative and positive impacts on the project. Which tactic should be used?. Stakeholder Analysis. Stakeholder KPIs. Stakeholder Focus Group.

A cross-disciplinary team at Cloud Kicks has to synthesize top customer quotes and insights from research and turn them into design opportunities. Which question should the team use to prioritize insights?. How will this improve the customer experience?. What will bring in the most revenue?. Is our technology capable of supporting this need?.

A car company gathers insights from recent buyers that reveal people are not sure whether buying electric vehicles helps the environment. A strategy designer from the car company developed this challenge statement: "How might we make electric car buyers feel confident they are having a positive impact on the environment by choosing our vehicles?" Which business goal is aligned with this challenge statement?. Increase overall electric vehicle sales by 20% annually. Increase positive environmental impact brand awareness. Increase online engagement with the company marketing site.

Cloud Kicks (CK) wants to prototype and test the value proposition for a potential new business venture. When gathering customer feedback on the prototype, which question should CK seek answers to when determining if the business model is viable?. Would customers recommend this to a friend?. What are customers willing to pay?. How would customers improve the experience?.

Cloud Kicks (CK) is going through a digital transformation exercise around its customer support capabilities. CK's strategy designer suggests to include Omni-Channel as a part of the company's transformation discovery. Which channel is included in Salesforce Omni-Channel capabilities?. Onsite Visit. Messaging. Self-Service.

A strategy designer is facilitating a prioritization workshop, and there are strong differing opinions about the right solutions to the challenge. What should the designer do?. Take a vote among people in the room and pursue the winning opinion. Work through the conflict in the workshop to reach a shared perspective. Pause the conversation and work through the conflict in a private setting.

A strategy designer at Cloud Kicks presents an experience narrative to drive stakeholder alignment for a new product vision. In addition to the narrative, what should the designer provide to create alignment?. Incentives to motivate internal stakeholders to align with the proposed future state. A roadmap to minimize miscommunication about milestones in the build process. The strategic case including a breakdown of features and why they meet audience needs.

A strategy designer is hired to help service agents pool their shared knowledge, see the bigger picture, and understand what may be causing poor and disjointed support experiences, and where other pain points and opportunities may lie. Which method of co-design workshop should be used?. Journey mapping. Prototyping. Ideation.

A cross-disciplinary team is starting a new design initiative for Cloud Kicks, and the strategy designer is leading the effort. What is one way to increase the team's psychological safety to encourage productive collaboration?. Ask everyone to introduce themselves via title and greatest success. Ask everyone their expected level of project involvement. Ask everyone to share a personal experience.

A strategy designer is working with a product team to reach more diverse audiences. How should the designer make a case for ensuring all future releases meet accessibility standards?. Evaluate competitors’ accessibility standards. Plot accessibility standards against impact and difficulty. Focus rationale on how refactoring later is more expensive.

A strategy designer is seeing signals of success with a new product that is driving brand loyalty and decreasing consumers' environmental impact. How should a business case be built for continuing sustainable innovation through a view of a full product lifecycle?. Source cheaper, locally-grown raw materials. Extend customer journey maps to pre and post purchase. Purchase carbon offsets for energy used in manufacturing.

The design team is working on a high-fidelity prototype to create a more enjoyable user experience. The development team is busy and focused on the build, so the design team wants to engage them efficiently. What is a key reason why they would engage the developer team?. To validate technical limitations. To research new features. To provide design feedback.

The strategy designer at Cloud Kicks is using a How Might We statement to frame their design challenge. What should they do to test their statement to ensure it successfully guides their design process?. Use rapid ideation with project team. Test the statement with end users. Launch an online survey.

Cloud Kicks (CK) wants to drive more business, brand loyalty, and product awareness at its retail partner stores. CK would like to have the ability to effectively run promotions and optimize in-store visits. Which Salesforce product should be recommended for this business need?. Consumer Goods Cloud. Loyalty Cloud. Marketing Cloud.

Leadership at Cloud Kicks just approved a vision for a new digital commerce and service strategy. They ask the strategy designer to create a roadmap to help them understand the rollout process and implications. What should be one of the initial steps to take when creating a program roadmap?. Develop a RACI diagram among internal stakeholders only. Createa release plan matching calendar-based milestones. Start with a phased approach, then address foundational items early.

At a project kickoff, a stakeholder shared the hypothesis that the price point was the reason their product was failing in the market. But when the design team conducted qualitative research, they learned that customers wanted an entirely different type of product. How should the design team present this information knowing they would challenge a stakeholder's hypothesis?. In a walking deck with video clips from research sessions. In a "How Might We' statement to encourage new ideas. In an insights workshop with plenty of time for group discussion.

A strategy designer is kicking off a project to reimagine the high-end private banking experience for a financial services company. What should they do to learn about the unique expectations of the company's customers?. Interview 8-10 customers about how banking fits into their lives and their ideal relationship with their bank. Share prototypes of different interface directions with 100 people who regularly use their bank’s app. Send a survey to all stakeholders about their banking app attitudes, preferences, and desires.

Cloud Kick's sales representatives are complaining about lack of flexibility when they need to create complex quotes and configure product solutions. What should the Strategy Designer recommend to streamline their sales cycle?. Create a custom sales cycle that maps exactly to their needs. Suggest to simplify the complex sales cycle to make it fit the standard setup. Implement Revenue Cloud.

Cloud Kicks would like to use a business model canvas to evaluate the desirability, viability, and feasibility of a new service and identify a business model that will justify pursuing the idea. Which part of the business model canvas represents desirability?. Value proposition. Key activities. Customer segments.

The design team at Cloud Kicks is in the early stages of exploring an idea for a wearable device to track customers' activity during workouts. They employ footwear designers and manufacturing experts, but they lack an engineer experienced in consumer hardware. What should the strategy designer do to determine whether or not to pursue this product idea?. Perform secondary research on common hardware issues. Hire an engineer with experience in consumer devices. Conduct an expert interview in consumer device engineering.

A start-up company that develops machine learning-based tools which track the performance of carbon offsets wants to reinforce the positive perception of the validity of its data. The company starts by developing a need statement and a challenge statement. What is the commonality between the two statements?. Both are solution-free statements. Both explain the scope of the possible solution. Both are tactics intended to solve a problem.

Cloud Kicks (CK) notices a significant customer churn due to a disconnect between product features and user needs. Which course of action should CK's strategy designer propose to improve the situation?. Request product owners to envision future state and provide better requirements. Facilitate a co-creation workshop to help generate ideas grounded in research insights. Clarify requirements and enable quality assurance teams with better acceptance criteria.

The design team at Cloud Kicks has created a vision for a new virtual try-on tool for its products, which would apply to multiple product lines, brands, and regions. Which roadmap should the strategy designer create to communicate the planned releases of multiple products in a single view?. Product roadmap. Portfolio roadmap. Strategy roadmap.

Cloud Kicks is going to conduct research with users of its products to better understand their needs. What are some safeguards that should be put in place to ensure the research is conducted ethically?. A hypothesis, project plan, and financial reimbursement for users. A customer journey map, research scenario, and a RAID log. A code of conduct, ethics training, and a research data handling policy.

Cloud Kicks (CK) wants to launch a new application that will change the processes and operating procedures within the organization. To propose a rollout of the new application, CK's design team plans on building and testing a Minimum Viable Product (MVP). Which outcome should the team focus on when defining the MVP?. Testing an outline of all features and possibilities of the product. Assessing essential feaotf thue rprodeucts wi th a large group of users. Validating or invalidating the essential features of the product.

As part of Cloud Kicks' new self-service strategy, researchers want to collect personally identifiable information to share in an aggregate format. Which considerations should a strategy designer share?. Applicable privacy acts. Cookie consent requirements. Globally-accepted privacy act.

A design team is following the design thinking process to create a vision for their new loyalty program. While design thinking is an iterative process, there are phases that follow a general order. Which phase encompasses creating Jobs To Be Done?. Prototype. Define. Deploy.

Cloud Kicks (CK) has spent several months working to align the entire company around a vision based on inclusivity in the digital age. Because this project will span several years, the design team is concerned the vision will eventually be lost. What should CK do to maintain the vision and create transformative change?. Align the vision to current industry trends. Realize the vision must be driven by business goals. Continuously align business goals to the vision.

Cloud Kicks' design team learns of the desire for sustainable materials while co-creating personalization concepts with their West Coast influencers. Which method should the team use to evaluate the feasibility of this concept direction?. Create a functional prototype. Review and align with company V2MOM. Run a cost benefit analysis.

Cloud Kicks' (CK) product teams are well-led, productive, and meet their KPIs. However, the teams tend to become siloed and focused on their individual team priorities, occasionally leaving CK's customer experience fragmented. Which tool should CK's strategy designer recommend to grow and nurture cross-departmental collaboration?. Annual leadership summit. V2MOM with shared methods. Roadmap of cross-product features.

Cloud Kicks (CK) is a company of operational excellence. However, CK has a hard time bringing innovative ideas to market, because investing in unproven tactics seems risky to its leaders who are used to making decisions based on metrics. Which approach should a strategy designer take when presenting a new product vision to this group?. Identify the biggest questions about the product vision and collect data on prototypes. Run qualitative user research on the product vision and share key feedback with stakeholders. Conduct a competitive analysis of other products in the same market as the product vision.

A strategy designer is working with a group of developers who have yet to buy into the team's design process. What should the strategy designer do to engage them more?. Invite the developers to lead the conversation on research synthesis and persona development. Facilitate a workshop on ideating and sketching with all core team members. Conduct interviews with developers to gather insights on process approaches.

Cloud Kicks (CK) is designing an in-person experience for customers who purchase its products. This will include the ability to schedule and manage appointments as well as see when the delivery vehicle is on the way. Which Salesforce product should CK invest in to efficiently enable the desired experience?. Scheduler. Field Service. Service Cloud.

A start-up specializing in creating healthcare apps for both patients and family caregivers is looking for ideas to develop new features. The company plans on organizing a brainstorming session with staff members from various teams. What is a rule strategy designers should follow when facilitating a brainstorming session?. Emphasize critique of proposed ideas. Encourage participants to build on proposed ideas. Explore qualitative assessment of proposed ideas.

After a series of interviews with key stakeholders, a strategy designer realizes the company is duplicating efforts across internal teams, each creating similar programs for customer engagement. Which approach should the designer propose to create alignment?. Service blueprint workshop. Design sprint. Journey mapping workshop.

Cloud Kicks' sales representatives are complaining that some Lightning web components developed as part of the partner onboarding process are slow to load and often unresponsive. What would be the best recommendation to the team to identify the challenges and remediate the issue?. Run the Salesforce Optimizer. Utilize the Lightning Usage App. Create a case with Salesforce Support.

Cloud Kicks (CK) is interested in collecting data passively from customers while they are exercising in the company's latest footwear. CK plans to collect heart rate and activity levels and then overlay this data with self-reported weight, age, and health behavior information to provide fitness recommendations. What should a strategy designer recommend before CK commits to this project?. Global Trend Analysis. User Acceptance Testing. Consequence Scanning Workshop.

A strategy designer at Cloud Kicks leads a development team whose stakeholders are notorious for misunderstanding and undervaluing research-driven UX design. Which approach should the designer propose to increase the desire for research-driven decisions?. Strictly align to stakeholders’ business requirements. Create high-fidelity prototypes to gain design buy-in. Align UX research goals with stakeholders’ goals.

The strategy designer at Cloud Kicks has worked with the development team to create a cross-cloud 360 prototype based on a concept to create a better customer experience and help drive revenue. What should the designer produce to get buy-in from the business stakeholders?. Business case and roadmap. Business metrics and ROI map. Business user flow and journey map.

A strategy designer is leading a project to reimagine in-app communication form. The CIO is a key decision maker but appears to be neutral-and even, at times, a detractor to the project. What should the designer do to gain their alignment?. Set up a conversation with the CIO to name the challenge and listen to their objections. Ask the sponsor to speak to the CIO on behalf of the project and explain how it meets team needs. Email the stakeholders reiterating project status and asking for any objections to the approach.

A project team at Cloud Kicks have this challenge statement: How might we increase the adaptability? What information is missing that belongs for well written challenge statement?. The hypothesis of the solution. The persona being designed for. The desired outcome.

A Cloud Kicks (CK) strategy designer is leading a project to create a new customer experience with digital and environmental touchpoints. The stakeholders want to understand how the designer is proposing CK will deliver the experience. Which tool should they use to explore the collaboration, structure, and processes that will be required?. Service blueprint. Journey map. Empathy map.

strategy designer at Cloud Kicks conducted a series of interviews with business stakeholders and customers to gain insights into existing customer support operations and wrote the design challenge statement. Which option reflects the format of the design challenge statement?. As a user, I want to see trending support resources upon the first login to customer support so I can save my time. How might we save our existing customers time by preemptively serving the info they need to deflect the customer support calls?. Unify platforms and centralize support operations to save customers time and reduce business costs.

A cross-disciplinary design team is looking at an affinity map of insights. Which question should the team use to prioritize and turn them into design opportunities?. What constraints would we have to overcome?. Why is this insight valuable?. Do we have the capability to develop this?.

During requirements discovery for a new mobile app for Cloud Kicks, different business units are proposing conflicting requirements for some of the key use cases. Which methodology should be used to resolve conflicts and promote consensus?. Journey Mapping. SWOT Analysis. Prioritization Matrix.

When a strategy designer creates an empathy map based on research insights, their deep understanding of the customer drives which outcome?. Viability. Feasibility. Desirability.

A strategy designer wants to make a case to executive stakeholders to target a new, saturated market with the purpose of increasing new customer acquisition. Which approach should the designer focus on?. Make a presentation on design best practices and have industry experts speak on new market conditions. Create a clickable high fidelity prototype to assess feasibility and perform user research on desirability. Restate business goals and show how design could be used to de-risk exploration of this opportunity.

A strategy designer collaborated with the product design team at Cloud kicks and is now coming to the end of their discovery. Which technique should be used to frame the design challenge on the right problems?. Design "For an optimal experience..." questions. Construct "How might we..." questions. Create "As a user, I should..." questions.

Cloud Kicks wants to launch a campaign that rewards customer behavior by giving away free merchandise. Which key business criteria should be ensured?. Desirability. Viability. Feasibility.

Cloud Kicks has designed two new features for its online shopping experience. Feature A is a tracker to show existing customers when their footwear will arrive, feature B gives the option to invite friends to purchase, too, focusing on acquiring new customers. Which criteria should the strategy designer use to determine which feature to build first?. Outcome and bandwidth. Resourcing and budget. Value and effort.

An insurance company has a calc banding process that involves multiple team members, different departments, and many disparate systems Which Salesforce automation tool should a strategy designer recommend to improve business process efficiency?. Financial. MuleSoft. Services Cloud.

A strategy designer is working on an app for the financial industry and gets the sense that stakeholders don't share a common understanding of customer pain points. What should the strategy designer create to align stakeholders on the most important customer issues?. Data dashboard. Journey map. Service blueprint.

A strategy designer is working on a project with budget constraints. Many of the variables and decisions are unclear in the early stages of design. What should be their approach in terms of bringing skills and talent?. Defne additional leads for each functional area. Staff heavily from the development phase until the go to market phase. Bring in team members with strong problem solving skills.

While conceptualizing a new footwear line, the design team gained feedback that both employees and consumers are seeking more sustainable products. Leaders need more rationale to justify the investment. Which values-based design principle should be used to reinforce this feedback?. Create products from recycled materials. Use energy from renewable resources. Focus on creating enduring advantage.

In listening to its customer and influencers Cloud Kicks (CK) identifies a design opportunity to create a more sustainable sneaker. Which additional topics should CK consider before framing the design challenge as a How Might We question?. Shareholder priorities and design team capabilities. Potential market sire and supply chain costs. Business drivers and signals of success.

An online retailer developing a new sales strategy that releases a new, limited time promotion every 10 minutes to keep shoppers engaged. The retailer's strategy designer has concerns that the promotion falls into an ethical risk zone around addiction. Which strategy should be used to bring potential issues to light?. Design a workshop for the team to slow down and think through the potential consequences of the strategy to uncover stakeholder perspectives. Release the project as intended knowing customer feedback will force the concerns to be addressed later. Create a provocative presentation showing how strategies like these will lead to unhealthy shopping behaviors, and send it to leadership.

A health and wellness company wants to create a 10-year vision for its business. Which external context for innovation is the least risky trend to influence the company's strategy?. Market shift: The stability of the economy and consumers buying power in the next 10 years. Perception shift: Feelings toward the efficacy of wellness products in the next 10 years. Demographic shift: Number of affluent and educated young professionals in the U.S. in the next 10 years.

Cloud Kicks wants to improve its digital commerce experience because it is losing prominence in the market. What should a strategy designer rely on to get stakeholder buy-in for a redesign?. Wireframes and a total addressable market (TAM) calculation. Research findings and a competitive analysis. Inspiring graphics and personas.

Customer service surveys and user feedback reveal Cloud Kicks' users desire new features on the sales platform. How should the strategy designer collaborate with the UX designer to ensure those features are both viable and feasible?. Co-create a journey map with users. Identify user quotes to make the case. Align design implications to business goals.

Cloud Kicks' strategy designer needs to communicate a new product vision but is only able to access key stakeholders virtually. Which technique should the designer use to ensure the audience remains engaged?. Turn the camera off so the audience can focus on the sides presented. Unsure half of the meeting time is dedicated to answering questions. Ask open ended questions to the audience to maintain their involvement.

Cloud Kicks (CK) is launching a new online store and wants to get a better understanding of its market wants and needs to create compelling customer experience. CK's strategy designer recommends utilizing the Jobs to Be Gone framework. What are the core principles of the Jobs to Be Gone framework?. Customer-centric, Effective Communication, Organizational Strategy, Success Criteria. Customer-centric, Values driven, Flexible, Revenue focused. Customer-centric, Solution Agnostic, Stabile Over Time, Measurable Outcomes.

Cloud Kicks customers have publicly challenged the company to use its market-leading position as an ethical force for good in social change. What is one way the company can embed ethical use principles into its day to day work?. Quantitative Research. Consequence Scanning. Journey Mapping.

A strategy designer is teaching a marketing team how to use the How Might We format for challenge framing. What is the reason the statement should say “How might we" instead of "How will we"?. Marketing teams do not have the responsibility to drive design challenges. It allows the team to explore solutions without committing to one right away. "will" assumes the problem can be solved without due diligence.

Poll results reveal consumers would like to be future-ready through more inclusive products and experiences. What should the strategy designer intentionally do to drive this outcome?. Set customer acquisition targets for diverse audiences. Increase the design timeline. Design with exclusion experts.

Cloud Kicks (CK) has gone through a comprehensive redesign of its internal sales process to better embed it into the capabilities of Sales Cloud. CK's executive stakeholders are concerned there will be limited adoption by the sales team, as Sales Cloud is too new to them and their processes were mostly based on guided documents within Excel. Which approach should the strategy designer recommend to aid the sales team in onboarding to Sales Cloud?. Sync an Excel file with Salesforce Connect. Use In-App Guidance and invest in change management. Customize Sales Cloud to mimic existing sales process.

A strategy designer at Cloud Kicks conducted a series of interviews with business stakeholders and customers to gain insights into existing customer support operations and wrote the design challenge statement. Which option reflects the format of the design challenge statement?. How might we save our existing customers time by preemptively serving the info they need to deflect the customer support calls?. As a user, I want to see trending support resources upon the first login to customer support so I can save my time. Unify platforms and centralize support operations to save customers time and reduce business costs.

Cloud Kicks (CK) is creating a high-priority loyalty program as part of a larger engagement strategy for the company. Several top leaders want to remain involved but don't have much time to invest. What should CK's strategy designer do to keep these leaders informed and invested, avoiding project disruption due to a lack of alignment?. Create three moments that matter, where top leaders will be invited to provide feedback. Create individual plans for working with top leaders based on their preferred cadence and type of involvement. Create a communication plan based on leaders’ interest, influence, and level of support for the work.

Cloud Kicks asks to see a roadmap denoting how the design team will turn their product vision into reality. What should the team do when developing their roadmap?. Ensure stakeholders stay connected and aligned during roadmap development. Focus on features, including detailed outputs associated with each one. Set expectations that once the roadmap is approved it will not be modified.

A strategy designer is working on an app for the financial industry and gets the sense that stakeholders don't share a common understanding of customer pain points. What should the strategy designer create to align stakeholders on the most important customer issues?. Service blueprint. Data dashboard. Journey map.

Cloud Kicks is making sustainability a new core value. Which methodology should a strategy designer use to help stakeholders understand the impact of that decision on current products and services?. Heuristics evaluation. Corporate integrity workshop. Business model canvas.

Cloud Kicks has identified the following challenge statement regarding an opportunity for customer service transformation: How might we improve our automated online chat experience to be a preferred channel for our customers to seek information and self-service tools? Which metric should define a successful transformation outcome?. Increased human takeover rate. Decreased length of support calls. Increased goal completion rate.

fitness company Is starting a service that combines data from connected weights with virtual coaching. The company is about to start a new innovation sprint with the following challenge statement: "How might we empower people who are new to fitness to increase their strength?" Which metrics should be used to measure the success of the initiative?. Increase in new user activity and connected weight utilization. New user activations and connected weight sales. Increase in user referrals and net promoter score (NPS) rating.

A strategy designer is working on a future digital commerce vision for Cloud Kicks. What should the designer focus on when engaging technical stakeholders?. Minimize technical stakeholders’ input at this early stage. Ensure all ideas have buy-in from technical stakeholders. Explore feasibility and opportunities for future innovation.

At a project kickoff, the strategy designer wants to get ideas from all stakeholders to use as hypotheses. The designer runs a sketching activity with the multi-disciplinary group, asking everyone to sketch. They give everyone fat markers and sticky notes, and set a timer for 5 minutes of sketching. What is the reason why marker choice is important?. They enable stakeholders to focus on generating ideas rather than detailing UI. They anonymize the sketches so that stakeholders cannot judge others’ drawing abilities. They ensure stakeholders can fit detailed sketches on a sticky note in the allotted time.

A project team led by a strategy designer has just facilitated 3 weeks of user research. What should they do to Identify key insights?. Plot insights on a 2x2 diagram of effort and impact, and align with stakeholders. Ask each team member to create insights based on their expertise and support with collected quotes. As a team, spend time affinity mapping, spotting patterns, and surfacing surprises.

A strategy designer creates a bridge from the project vision to product development through prioritization. Which factor should be considered to minimize cost and maximize value?. Effort. Usability. Velocity.

A design team presents their vision for a new product, and their executive team has some fundamental questions about how the product strategy will drive business outcomes. What should the strategy designer do to address these concerns?. Provide a breakdown of the strategy, linking features with consumer benefits and outcomes. Share stories from research that show the design team understands the customers’ needs. Collect feedback and use It to define constraints for a new co-creation activity with stakeholders.

Cloud Kicks learns that some website visitors, especially those who can't see high-contrast color palettes, do not convert into customers. What should the strategy designer do to solve for this accessibility challenge?. Ideate marketing concepts to reach new audiences. Invite users to co-create as accessibility experts. Conduct an empathy workshop to understand the audience.

A newly formed design team at Cloud Kicks is concerned their work will suffer if they are not better aligned. Which tool should a strategy designer recommend for the team to begin alignment?. Consequence Scanning workshop. Team agreement. Brainstorm.

The design team at Cloud Kicks is making the case for analogous research as part of the design process for a brand new experience. What should analogous research help them accomplish?. Explain a complex strategy to varied stakeholders. Bring fun into an otherwise boring project. Generate unexpected Ideas and increase empathy.

Cloud Kicks’ existing customers are loyal, but the company believes its total addressable market is larger. What should their strategy designer explore to increase market share?. Deepening customer engagement. Diversifying product offerings. Reinvesting in existing products.

Cloud Kicks (CK) understands that all members of its cross-functional remote team can contribute to the design of a product through collaborative activities. Which tools should CK use while conducting the next synchronous journey mapping session?. Presentation tools. Whiteboarding tools. Design creation tools.

Cloud Kicks’ users demonstrated behaviors and shared quotes on their excitement to use a new offering, as well as how it would Influence their purchasing habits, during feedback sessions. What do these qualitative findings indicate about the new offering?. Viability. Desirability. Feasibility.

The design team at Cloud Kicks has designed a desirable solution for customers that is viable to the company's business model. The strategy designer on the team now needs to determine the feasibility of the solution. Which three main areas should be focused on to assess feasibility?. Distribution channels, capabilities, and potential partners. Business ROI, data analytics, and customer engagement. User desirability, company viability, and deployment stability.

Cloud Kicks (CK) is working on enhanced functionality for an existing sales application. What should CK do to ensure the proposed design is compatible with the current data model?. Create high fidelity prototypes. Run a technical design critique. Perform end user testing.

Cloud Kicks feels confident about its vision for a new loyalty program and has received approval from leadership to begin development. What is needed from the strategy designer to inform a roadmap from MVP to mature offering?. Effort sizing and user story points. Phases of feature development. Instrumentation and POC prototypes.

Cloud Kicks wants to start providing coupons to its digital consumers. In addition to Marketing Cloud, which product should be recommended?. Service Cloud. Revenue Cloud. B2C Commerce.

The call center at Cloud Kicks (CK) is receiving higher call volumes than usual, which is leading to longer wait times for customers. CK has decided to engage a team to address this. What should the strategy designer ask before framing the problem?. How does a competitor solve for a similar problem?. What new technology trends exist for customer service?. What problem(s) is CK trying to solve?.

Cloud Kicks (CK) works with various technology platforms built up over decades of acquisitions. Each platform has a different level of design maturity which creates a very inconsistent user experience. To prioritize what to address first, CK needs to assess the business impact. Which method is typically used to quantify design debt?. User Interviews. Heuristic analysis. NPS or CSAT.

A pilot program for drone-delivered footwear reveals that while customers like the idea of this service, the cost of delivering it outweighs the price customers are willing to pay. Which criterion is not being met?. Desirability. Feasibility. Viability.

Cloud Kicks has envisioned an omnichannel experience for its customers that lets them seamlessly move across devices and select from multiple communication channels when reaching out to the company. The strategy designer creates a go-to-market (GTM) strategy for this concept. What is a core component of a successful GTM strategy?. Test-driven development. Digital marketing plan. Product value proposition.

A strategy designer at Cloud Kicks is assigned to a new project team with mixed backgrounds from around the company. How could a kickoff meeting help align the project team before they begin working together?. Facilitate activities to gain an understanding of each others’ skills, communication styles, and expectations. Create a social contract and promote a detailed plan for how to execute on the new team's charter. Outline chain of command and set ground rules for how to properly execute design thinking methodologies.

A strategy designer and a UX team have recently workshopped and developed a plan around the team's purpose and how they will align with the rest of the organization's goals and objectives. Which alignment and accountability document should be used after this workshop to bring the plan to reality?. V2MOM. RACI. UX vision.

Cloud Kicks (CK) is committed to making its new Commerce Cloud accessible to everyone. Which consideration should CK make when delivering this solution?. Integrated accessibility evaluation methodologies are not helpful in this context. Adequate accessibility measures make usability testing redundant. Accessibility needs to be integrated throughout the entire project lifecycle.

Cloud Kicks (CK) set a goal to improve the sustainability of its business in the coming year. A strategy designer on CK's team knows the importance of pushing for environmental impact in their latest designs. What should they do to prepare to measure progress toward this goal?. Create a journey map that extends into pre-purchase and post-use disposal to uncover unseen impacts of the product's lifecycle. Schedule a workshop with key product stakeholders to brainstorm “how might this new product be more sustainable?”. Only interview customers who value environmentalism to uncover needs from CK's desired customer base of ethical consumers.

A strategy designer at Cloud Kicks (CK) has crafted a vision for a sustainable future digital commerce strategy, with an emphasis on efficiency for both users and business logistics. As they design and develop CK's new mobile app, how should the designer ensure alignment to the vision?. Design a usability testing recruit plan that leans heavily on environmentalists. Establish KPIs and instill checkpoints in the product development process. Research design patterns applicable to digital commerce and business logistics.

A strategy designer has noticed that stakeholder perspectives often take a features-first mindset when discussing the problem space and user insights. Which co-creation approach should help stakeholders shift to a users-first mindset before discussing solutions?. Prioritization Workshop. Process Mapping Workshop. Empathy Workshop.

The design team at Cloud Kicks used qualitative research to uncover an opportunity to create a new line of sustainable footwear. What should the strategy designer do to build a shared understanding and agreement among business leaders to move forward with this new initiative?. Select the most senior stakeholder's goal as a path forward. Complete a competitive analysis collaboratively in a workshop. Share customer needs and tie them to business goals.

Cloud Kicks’ primary business goal for its new customer acquisition program Is to Increase diversity. Which inclusive design tactic should help the company solve problems for the broadest possible audience?. Use Jobs to Be Done to increase empathy with the audience. Solve for one, extend to many through a persona spectrum. Hold focus groups with traditionally underrepresented participants.

A strategy designer leading e UX team needs to articulate their team's purpose and value to the rest of the company. The designer decides to create vision statements using a collaborative, research-backed process to increase team members’ understanding and alignment of UX efforts. What should be the steps taken to achieve this goal?. Gather, Envision, Plan. Define, Design, Deploy. Hypothesize, Empathize, Optimize Written.

A strategy designer is facilitating a critique on a concept for their company's new loyalty program, and they're getting a lot of subjective feedback representing personal opinions. What is the most common reason for this, assuming good intent from all participants?. The critique does not have the right participants in the room; too many dominant personalities. The non-designers do not have the skills needed to give effective critique on design work. The designer has not properly defined the guidelines for the critique session.

Cloud Kicks wants to improve its business model to be closer to its customers and provide quantifiable improvements to business efficiency. Which framework should be used to drive the success of the new business model?. Feasible, Viable, Impactful. Usable, Feasible, Cost-Effective. Desirable, Feasible, Viable.

The strategy designer is creating a new loyalty program for Cloud Kicks and wants to map the key people who may influence or be impacted by the program. Which mapping process should the designer use?. Service Mapping. Ecosystem Mapping. Journey Mapping.

Cloud Kicks' stakeholders engaged a strategy designer to help with their business goal of reducing support costs. After a series of interviews, the designer recommends self-service in Experience Cloud as a way to address the goal. Which capability should drive self-service in Experience Cloud?. Allowing customers to see their open cases. Exposing their knowledge base to customers. Providing dashboards of orders to customers.

A strategy designer at Cloud Kicks discovered a complex UX problem with its online shopping platform and now needs to effectively describe the problem in the customer context. This description should speak to the urgency of the problem, be a call-to-action for others to be involved, and inspire hope for change. Which type of statement should the designer make?. Challenge. Needs. Mission.

A strategy designer is presenting the results of a design sprint including sketches of new concepts for an upcoming release. Several business stakeholders were not aligned on the priorities driving the design sprint outcomes and spent the meeting arguing about new directions in which they would like to take the product. What should the strategy designer do to gain alignment?. Share research insights to build a deeper understanding and urgency around the problems to solve. Refine the ideas to a higher fidelity so stakeholders get a better sense of the vision. Add the stakeholders' ideas and agree to pursue both; it is more important to keep the peace.

A strategy designer is planning a remote workshop with a team from their partner company using a new digital collaboration tool. Many employees at the partner company have much less experience with technology. Which activity should ensure the workshop is accessible to all participants?. Ask a friend to test the tools first and give feedback on how user-friendly the activities are. Allow access to the tool ahead of time and make sure participants are familiar before getting started. Conduct an in-person session with the partner company; collaboration is best when done face-to-face.

Cloud Kicks (CK) wants to make sure its customers understand the connection between its products and its goal of sustainable manufacturing. CK initiates a project to integrate sustainable messaging into its commerce experience. What should the strategy designer use to ensure the new sustainability messaging is desirable to customers?. Content strategy. Customer interviews. Journey mapping.

A strategy designer proposes a multi step strategy to reach the ultimate goal of making Cloud Kicks a net zero company. The first step includes analyzing emissions and integrating data-driven insights into operational planning to reduce the carbon footprint of logistics. Each subsequent step builds on prior work and increases measurable progress until the goal is reached. Which tool should the designer use to connect short-term efforts with long-term impact goals?. Impact ladder. Service blueprint. Project plan.

A tech company that specializes in mobile app development is looking to innovate and launch a new app that helps users manage their mental health. The company's target audience is young adults aged 18-35. What external factor might impact the strategy for this development?. Push notifications. Customer adoption. HIPAA regulations.

A project team at Cloud Kicks is under pressure to solve customer supply chain issues across multiple locations. The strategy designer proposes they do some analogous research. What should the team look to study?. A creative setting outside of their office that provides more inspiration and activity. An organization outside of their industry that has solved unique but similar problems. A complex system that their customers have experienced navigating successfully.

Cloud Kicks wants to create a loyalty program to deepen the engagement of its customers. When evaluating ideas for this program, which criteria should strategy designers use?. Desirability, viability, and feasibility. Competitive advantage, impact, and ownability. Novelty, privacy, and revenue potential.

The brand team has spotted some customers sharing their personalized Cloud Kicks footwear on social networks. The strategy designer wants to invite these customers to a co-creation workshop for a new loyalty program being developed. What is a direct outcome of co-creating with customers?. Increased sales of custom footwear. Increased adoption of the loyalty program. Increased speed of the design process.

A design team is working on the challenge: "How might we provide tools to enable customers to resolve service issues by themselves rather than escalating to human representatives?" Which bot metrics should the strategy designer suggest to assess the impact of their work?. Total conversations. Customer satisfaction rate. Human takeover rate.

A strategy designer is pitching a vision presentation to their customer's lead to get final approval for a new project. The lead is not comfortable or familiar with design thinking and has been distrustful of the process so far. Investing in this new initiative will put their reputation on the line. Which strategy should the designer employ to communicate the vision?. Ask a master presenter to stand in on the project and deliver the vision; they know how to sway any hesitant executive. Ask each team member to present a few slides to signal the presentation is the result of many people's ideas and consensus. Ask the customer to participate in the presentation or pitch the vision to their lead to signal buy-in and shared ownership of the project work.

At a 15-person stakeholder workshop, the Cloud Kicks' design team shared three strategic opportunities and discussed the insights that led to them. They were well-received, and the leaders looked pleased. The design team then led a brainstorm on each opportunity. What is the reason the strategy designer should recommend dot voting at this point?. Dot voting is the fastest way to prioritize and make decisions. Dot voting focuses conversation on a few ideas with the most importance to the group. Dot voting lets everyone know what the leaders believe to be the right answers.

Cloud Kicks (CK) is creating a loyalty program to deepen the engagement of its customers. CK has arrived at a concept that meets its brief, but the developer remains skeptical. Which approach should the strategy designer take to get the developer's support?. Invite the developer to do their own research and come up with alternate potential solutions that meet the brief. Create a persuasive story about the concept focusing on what the developer cares about and using their language. Persuade the developer's boss and product manager to lend their support to the project, and the developer will likely come around.

Cloud Kicks has a complex manufacturing process that allows several factories to contribute to the production of a custom footwear order. The design team is asked to make a new, more efficient process to reduce the time between order placement and delivery to customers. Which approach should the team use?. Jobs To Be Done framework. Customer journey mapping. Business process modeling.

Cloud Kicks has released a wearable device for athletes but struggles to find product market fit. The design team begins an initiative to better understand user needs and improve the device. What should the strategy designer do to engage with internal stakeholders invested in the project?. Assign specific tasks to each stakeholder so they each add something important to the project. Align stakeholders on what success for the initiative looks like and communicate progress throughout the project. Survey stakeholders for insights and ideas, as their diverse perspectives are likely to uncover unmet needs.

Cloud Kicks' strategy designer is writing a challenge statement to inspire team ideation. What should they avoid in the challenge statement?. Implying solutions to the challenge. Basing the statement on a problem identified in research. Focusing on the root cause of current issues.

Cloud Kicks is launching a new online store and wants to ensure the team follows an ethical decision-making process and that the delivered product does not accrue ethical debt. Which methodology should be suggested?. Jobs to be Done Framework. Human-Centered Design. Consequence Scanning Workshop.

A strategy designer at Cloud Kicks is working on a strategic vision for a new movement tracking app that integrates with their footwear. Which approach should validate the market for this concept?. Meet with developers to estimate the effort required to deliver the proposed experience. Gather an innovative team to generate ideas and craft proposals that stretch the company's current capabilities. Recruit target users to test price points at which they would be willing to purchase the app.

A financial technology company develops an app for wealth management firms and receives initial success upon launch. Which metric should be used to measure the longevity of the product and long-term growth potential?. Annual app downloads. App sales over time. Customer retention rate.

Cloud Kicks is excited about a new customer self-service initiative. Within the stakeholder team, a support manager has shared features they want to recreate from their previous system; a product manager wants to implement new features that were not available in their previous system. There is a concern that conflicting demands may lead to organizational paralysis on the project. What should the strategy designer recommend to stakeholders to remediate risks?. Advise executive leadership to make the decision about priorities. Revisit customer research to inform internal prioritization. Map features between the two systems and let stakeholders prioritize.

During the ideation stage, a Cloud Kicks team developed a low fidelity prototype to help the company hone its strategy. Which question should the strategy designer focus on next to ensure success?. What are the team's technical capabilities to deliver on the solution?. What user experience success metrics should be included in the product?. What are the assumptions about market conditions that would have to be true?.

A strategy designer is facilitating a cross-functional critique on a concept for their company's new loyalty program. What should the designer do to ensure all voices are heard, regardless of position?. Use a round-robin format, where everyone can share equally. Hold separate critiques so everyone feels comfortable speaking. Only collect written feedback from those who are comfortable providing it.

A strategy designer is working with a team to assess and prioritize potential opportunities for an upcoming product release using the Design Thinking methodology. Which next step should the designer recommend to assist with prioritization?. Survey users and prioritize building their most desired features. Test for desirability and refine ideas based on feasibility. Analyze the feature feasibility and let technology drive future designs.

Cloud Kicks' product team is working with the sales team to identify a new feature to add to their next product release. A developer on the team believes it may be on an upcoming Salesforce Release. Which resource should be used to verify this?. Salesforce Architects Product Roadmaps. Salesforce Developer Release Notes. Salesforce Lightning Design System Release Notes.