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  3. Platform User Experience Designer

Platform User Experience Designer

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0/151Learned

Platform User Experience Designer

Study Checklist

  • Platform Administrator
  • Platform App Builder
  • Platform Foundations
  • Platform Developer
  • Platform Administrator II
  • Agentforce Sales Consultant
  • Agentforce Service Consultant
  • Platform Data Architect
  • Platform Development Lifecycle and Deployment Architect
  • Platform Identity and Access Management Architect
  • Platform Integration Architect
  • Platform Sharing and Visibility Architect
  • Heroku Architect
  • B2C Solution Architect
  • Experience Cloud Consultant
  • Agentforce Field Service and Operations Consultant
  • Agentforce Nonprofit Consultant
  • Data 360 Consultant
  • Omnistudio Consultant
  • CRM Analytics and Einstein Discovery Consultant
  • Platform User Experience Designer
  • Platform Strategy Designer
  • B2C Commerce Developer
  • JavaScript Developer
  • Omnistudio Developer
  • Platform Developer II
  • Marketing Cloud Engagement Administrator
  • Marketing Cloud Engagement Specialist
  • Marketing Cloud Engagement Consultant
  • Agentforce Sales Foundations
  • Business Analyst
  • Marketing Cloud Engagement Developer
  • Marketing Cloud Engagement Foundations
  • Agentforce Specialist
  • Agentforce Life Sciences Consultant
  • B2B Commerce Administrator AP
  • B2B Commerce Developer AP
  • Agentforce Consumer Goods AP
  • Agentforce Financial Services AP
  • Agentforce Health AP
  • Agentforce Manufacturing AP
  • MuleSoft Integration Foundations
  • MuleSoft Developer
  • MuleSoft Developer II
  • MuleSoft Platform Integration Architect
  • MuleSoft Platform Architect
  • Tableau Desktop Foundations
  • Tableau Data Analyst
  • Tableau Consultant
  • Tableau Server Administrator
  • Tableau Architect

Checklist progress

0/151Learned

  • Selecting the correct research approach (generative vs. evaluative) depending on whether the team is exploring a problem space or validating a proposed solution.
  • Choosing between qualitative research methods (contextual inquiry, interviews, diary studies) vs. quantitative methods (surveys, analytics) given a specific business constraint such as limited access to users or need for statistical confidence.
  • Defining research objectives and writing a discussion guide for a stakeholder or user interview, including how to structure open-ended questions to avoid leading the participant.
  • Selecting the appropriate discovery tool (empathy maps, journey maps, stakeholder maps, affinity diagrams) based on the research goal and available inputs.
  • Determining appropriate participant screening criteria and recruitment strategies when end users are difficult to access directly (e.g., using proxy users, SMEs, or customer success managers as substitutes).
  • Using competitive analysis or benchmarking against industry-standard UX patterns to establish baseline design requirements when no direct user access is available.
  • Determining when to use card sorting vs. tree testing for evaluating information architecture decisions.
  • Identifying the appropriate use of usability testing vs. A/B testing given constraints around sample size, development phase, and decision type.
  • Using stakeholder interviews and contextual observation to surface hidden pain points that stakeholders cannot articulate in written requirements.
  • Identifying when existing analytics data (page views, drop-off rates, click paths) is sufficient to define design requirements vs. when primary research is still required.
  • Synthesizing research findings using affinity mapping to cluster themes and identify the most impactful problem areas to address in a Salesforce solution.
  • Building an as-is journey map from interview and observation data to identify moments of friction in the current user experience.
  • Translating raw user research findings into a prioritized problem statement (How Might We statement) to guide design strategy.
  • Aligning stakeholders around research findings by presenting evidence (quotes, observations, data) in a compelling format that builds organizational support for a UX-centered approach.
  • Conducting a heuristic evaluation against Nielsen's 10 heuristics to identify UX deficiencies in an existing Salesforce implementation.
  • Differentiating the responsibilities and platform behaviors of the Salesforce Admin, End User, and Executive personas in the context of UX design.
  • Mapping Salesforce standard personas (Trailblazer, Admin, End User) to their typical Salesforce platform touchpoints and pain points.
  • Identifying which Salesforce UX persona is best represented by a given job description or workflow scenario (e.g., configuring flows vs. logging activities vs. reviewing dashboards).
  • Constructing a UX persona document from research data, including goals, frustrations, behaviors, and technology comfort level, to guide Salesforce configuration decisions.
  • Recognizing how Salesforce's contextual data (related lists, activity timelines, embedded analytics) reduces user effort compared to switching between external systems.
  • Identifying which Salesforce platform capability (automation, collaboration, analytics, guided selling) provides the most value given a described business problem.
  • Evaluating whether a requested customization adds genuine user value or introduces unnecessary complexity given a described current-state experience.

Given a scenario, identify which UX method should be used to define a user experience.

0/9

Applying design thinking phases (Empathize, Define, Ideate, Prototype, Test) to determine the correct next action given a described project scenario.

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Selecting the correct UX deliverable (persona, journey map, wireframe, prototype, user story) based on the project phase and the audience receiving it.

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The four levels of UX fidelity: wireframe (structure only), mockup (visual design added), prototype (interactive), and live build — and the defining characteristic of each.

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Matching UX fidelity level (wireframe, mockup, prototype, live build) to the correct validation goal given a described scenario.

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Distinguishing when to use low-fidelity wireframes vs. high-fidelity prototypes given constraints around stakeholder expectations and development timeline.

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Choosing between a clickable prototype and a paper prototype for early-stage usability testing given resource constraints.

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Using an empathy map (Think, Feel, Say, Do quadrants) to consolidate user interview data and reveal gaps between what users say and what they actually do.

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Selecting a future-state journey map vs. an as-is journey map based on whether the team is documenting a current pain point or designing a desired experience.

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Determining when a service blueprint adds value over a journey map when multiple internal systems and back-office processes are involved.

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Describe the impact of corporate branding and styling.

0/3

  • Explaining how corporate brand guidelines (color palettes, typography, logo usage) translate into Salesforce customization decisions such as themes and Experience Cloud branding.
  • Describing how consistent branding across internal Salesforce org and external Experience Cloud site affects user trust and adoption.
  • Identifying the risk of violating brand standards when custom CSS overrides conflict with SLDS tokens in a Lightning Experience implementation.

Describe key design principles and tools that define an accessible and engaging experience.

0/12

  • The four POUR accessibility principles (Perceivable, Operable, Understandable, Robust) and what each principle addresses.
  • Applying WCAG 2.1 Level AA success criteria to identify accessibility failures in a described UI layout (e.g., insufficient color contrast, missing alt text, keyboard trap).
  • Applying WCAG minimum contrast ratio requirements (4.5:1 for normal text, 3:1 for large text) to evaluate whether a proposed color scheme passes accessibility standards.
  • Mapping a given UI accessibility deficiency to the correct POUR principle (Perceivable, Operable, Understandable, Robust).
  • Identifying Gestalt principles (proximity, similarity, continuity, closure) as they apply to Salesforce page layout decisions.
  • Applying the concept of cognitive load theory to evaluate whether a proposed Salesforce page layout introduces unnecessary friction.
  • Distinguishing when to use progressive disclosure to reduce cognitive load vs. when showing all information upfront is preferable given user role and task frequency.
  • Selecting the correct visual hierarchy technique (size, weight, color, whitespace) to guide user attention on a record detail page.
  • Applying affordance and feedback principles (visible clickability cues, loading states, success confirmations) to ensure users understand system status after taking an action in Salesforce.
  • Evaluating information architecture (IA) decisions — navigation labeling, grouping, and hierarchy — to ensure users can predict where to find functionality without prior training.
  • Writing actionable, non-technical error messages and microcopy for Salesforce forms.
  • Distinguishing inline validation errors from page-level error summaries in Salesforce forms and when each presentation is appropriate.

Describe mobile UX design fundamentals.

0/5

  • Identifying mobile UX constraints (small screen real estate, touch targets, thumb zones) that should influence Salesforce page layout decisions for the Salesforce mobile app.
  • Distinguishing between responsive design (layout adapts fluidly to screen size) and adaptive design (distinct layouts served per breakpoint) and identifying which approach is used in Lightning Experience and Experience Cloud.
  • Applying mobile-first design principles to prioritize which fields and actions appear on a Salesforce mobile compact layout.
  • Determining when a mobile-specific compact layout is required vs. when the standard desktop layout is acceptable given a described user scenario.
  • Identifying the UX impact of offline capability limitations in the Salesforce mobile app when designing for field service or remote worker personas.
  • Distinguishing between divergent thinking (ideation, brainstorming) and convergent thinking (prioritization, decision-making) and when to apply each in a design process.
  • Determining how to build empathy with users (shadowing, contextual inquiry, think-aloud protocols) when direct access to end users is restricted by the client.
  • Identifying the correct phase of the Double Diamond model (Discover, Define, Develop, Deliver) to apply given a described project situation.
  • Recognizing the role of rapid iteration and feedback loops in human-centered design and when a team should cycle back to earlier phases instead of moving forward.
  • Applying jobs-to-be-done (JTBD) framing to reframe a stakeholder's feature request into a user-centered problem statement.
  • Evaluating whether a proposed Salesforce solution adequately addresses the user's mental model vs. the system's data model.
  • Applying an assumption map (known vs. unknown, high vs. low risk) to prioritize which design assumptions must be validated through research before committing to a solution direction.
  • Selecting the appropriate co-design or participatory design technique to involve users when the team has limited research budget and compressed timeline.
  • The five phases of the Design Sprint methodology: Map, Sketch, Decide, Prototype, and Test.
  • When the Design Sprint methodology is an appropriate compressed alternative to a full discovery and design process.
  • Differentiating inclusive design from accessibility: understanding that inclusive design is a methodology that benefits all users, not just those with disabilities.
  • The three Microsoft Inclusive Design principles: Recognize Exclusion, Solve for One Extend to Many, and Learn from Diversity.
  • Explaining the concept of situational disability (temporary or environmental impairment such as a broken arm, bright sunlight, or noisy environment) and why inclusive design addresses a broader audience than traditional accessibility compliance.
  • Identifying how designing for edge cases (users with motor, vision, cognitive, or situational impairments) creates solutions that improve usability for the entire user population.
  • Applying Microsoft Inclusive Design principles to a Salesforce UX decision.
  • Identifying how bias in persona creation or user research can lead to exclusionary design decisions in a Salesforce solution.
  • Selecting between standard objects (Account, Contact, Opportunity, Case) and custom objects based on the user's workflow and data relationship requirements.
  • UX impact of lookup vs. master-detail relationships on related list display and record access.
  • UX implications of master-detail relationships: rollup summaries and cascading deletes.
  • Identifying how junction objects model many-to-many relationships and what UX considerations arise when users need to work with junction object records.
  • Distinguishing how Activities (Tasks and Events) behave on the activity timeline and how that affects the UX design of sales or service workflows.
  • Evaluating when to rename standard objects and fields to match business terminology vs. when doing so introduces confusion with Salesforce documentation and help text.
  • Distinguishing between Record Home pages, App Home pages, and Home pages in Lightning App Builder and identifying which page type to customize for a given UX goal.
  • Configuring Lightning page layouts using the Lightning App Builder to optimize field density, component placement, and tab structure for a specific user role.
  • Choosing between Dynamic Forms and standard page layouts to control field visibility and reduce clutter on record detail pages.
  • Using compact layouts to surface the most critical fields in record highlights panels, Kanban views, and mobile cards.
  • Applying List Views with filters and column selection to improve user efficiency in high-volume record management scenarios.
  • Configuring Kanban views and when they are preferable to list views for managing pipeline or process stages.
  • Comparing the UX implications of using tabs vs. accordion sections vs. collapsible panels in a Lightning record page to manage dense information.
  • Deciding when to use related lists vs. related list quick links vs. related record components based on how frequently users need to navigate to child records.
  • Using Path (Sales Path / Service Path) to provide stage-based coaching and highlight key fields at each process stage.
  • Configuring Dynamic Actions (show/hide buttons based on field values or user criteria) to reduce action bar clutter and surface only contextually relevant actions to the user.
  • Identifying the UX role of field-level help text vs. in-app guidance prompts in reducing user confusion without cluttering the interface.
  • Using Report and Dashboard components on Lightning pages to surface actionable analytics in context, reducing the need for users to navigate away from their primary workflow.
  • Distinguishing between global actions and object-specific actions and their respective use cases.
  • Identifying when Quick Actions (object-specific or global) improve task efficiency by pre-populating fields and launching modal dialogs without full page navigation.
  • Which Quick Action types (Create, Update, Log a Call, Flow, Custom) are available in global vs. object-specific contexts and their UX implications.
  • Using default field values to reduce manual data entry in Salesforce forms.
  • Using formula fields to auto-populate fields and reduce manual data entry.
  • Using dependent picklists to guide user choices and enforce valid field combinations.
  • Applying validation rules to enforce data quality at the point of entry and evaluating their UX cost (friction) vs. benefit (data integrity).
  • Selecting Screen Flows over Guided Action Lists vs. standard page layouts when a user must follow a prescribed multi-step data-entry process.
  • Determining when Flow's Screen component conditional visibility is preferable to building separate screens for branching logic.
  • Identifying when a Guided Action List (a flow-based checklist component) is preferable to a sequential Screen Flow for tasks that users complete non-linearly or across multiple sessions.
  • Using Process Automation (Flow-triggered) to auto-populate fields or send alerts, reducing the number of manual steps a user must take.
  • Evaluating the use of Macros in Service Cloud to enable agents to execute repetitive multi-step tasks with a single click.
  • Choosing the correct Lightning App configuration (navigation items, utility bar, app branding) to align with a user persona's primary workflow.
  • Using App Manager to assign custom apps to profiles and permission sets and the UX implications of app assignment on user experience.
  • Deciding when split view vs. standard navigation vs. console navigation in Lightning Apps is most appropriate for a described user workflow.
  • Identifying when to use the Salesforce Console app navigation model (multi-tab, split view, pinned regions) for high-volume users such as service agents who need to manage multiple records simultaneously.
  • Configuring the utility bar (open CTI, notes, recent items, flow launcher) to surface frequently used tools without disrupting the main workspace.
  • Evaluating the role of global search and Search Layouts in helping users find records efficiently.
  • Selecting the appropriate in-app guidance mechanism (Prompts, Walkthroughs, or Help & Training) for a specific onboarding or adoption scenario.
  • Distinguishing between floating prompts, docked prompts, and targeted prompts in In-App Guidance and when each is appropriate.
  • Determining when a multi-step Walkthrough (In-App Guidance) is preferable to a single targeted prompt for introducing a new feature or process change.
  • Configuring custom help menu items and Salesforce Help & Training links to surface role-specific learning resources.
  • Evaluating when Trailhead or myTrailhead (Enablement) is an appropriate learning delivery mechanism vs. in-app walkthroughs for Salesforce feature adoption.
  • Applying custom themes in Lightning Experience (logo, colors, default branding images) to align the internal org with corporate brand standards.
  • Configuring Experience Cloud site branding (header, footer, color palette, fonts) using the Experience Builder branding panel.
  • Identifying the constraints of declarative branding (no custom CSS allowed in some contexts) and when to escalate to a developer for custom SLDS token overrides.
  • Determining the UX impact of applying a dark vs. light background theme in a Salesforce console app used in low-light or high-volume environments.
  • Designing task scenarios for a usability test that are realistic, non-leading, and appropriately scoped to the design elements being evaluated.
  • Defining recruiting screener criteria to ensure usability test participants represent the target user population and are not biased by familiarity with the product.
  • Determining the appropriate number of participants for a usability test session given the goal of finding major usability issues vs. reaching statistical significance.
  • Selecting between moderated vs. unmoderated usability testing given constraints on user availability, facilitator skill, and research depth required.
  • Choosing between remote and in-person usability testing methods given geographic distribution of users and required observation fidelity.
  • Selecting guerrilla (hallway) testing as an appropriate low-cost validation method for early-stage designs when formal participant recruitment is not feasible.
  • Planning a first-click test or five-second test to validate whether a proposed navigation structure or landing page communicates its purpose effectively.
  • Distinguishing between formative testing (used to improve a design during development) and summative testing (used to evaluate a completed design against benchmarks).
  • Defining the role of UAT (User Acceptance Testing) in a Salesforce implementation and how it differs from UX usability testing.
  • Think-aloud protocol: purpose and output in usability testing.
  • Co-discovery: purpose and output in usability testing.
  • Retrospective probing and concurrent probing: purpose and output in usability testing.
  • Applying a System Usability Scale (SUS) questionnaire to quantify perceived usability after a usability test session and interpreting the score.
  • Structuring a usability test findings report: how to communicate severity ratings, patterns observed, and design recommendations to stakeholders who did not observe the sessions.
  • Using screen readers and keyboard navigation testing to validate WCAG operability compliance of a Salesforce UI.
  • Using color contrast checkers to validate WCAG perceivability compliance of a Salesforce UI.
  • The four severity levels for usability findings: critical, serious, minor, and cosmetic.
  • Determining which usability findings to address before launch vs. post-launch based on severity and resource constraints.
  • Deciding when a design change discovered during testing requires a new round of prototype validation vs. can be implemented and validated in production.
  • Managing stakeholder pushback on user-validated design changes by presenting evidence from usability testing and framing changes as risk mitigation.
  • Using analytics and feedback tools (Salesforce Feedback Management, in-app surveys) post-launch to identify usability regressions and guide iterative improvements.
  • Explaining the core purpose of SLDS: providing a shared visual language and CSS framework that ensures consistency between custom components and native Lightning Experience.
  • Describing the relationship between SLDS and Lightning Web Components (LWC): LWC base components automatically apply SLDS styling; custom LWC components must manually apply SLDS.
  • Identifying what SLDS does NOT provide: it is a CSS framework and visual specification, not a JavaScript component library, and does not replace LWC or Aura component logic.
  • SLDS design tokens: purpose and when to use them in a Lightning component.
  • Explaining SLDS design tokens and how they allow global visual changes (color, spacing, font) to propagate consistently across a custom Lightning component.
  • SLDS utility classes: purpose and when to use them in a Lightning component.
  • SLDS component blueprints: purpose and when to use them in a Lightning component.
  • Evaluating when a standard LWC base component (lightning-button, lightning-card, lightning-datatable) already follows SLDS guidelines vs. when a custom implementation is required.
  • Selecting the correct SLDS component blueprint (data table, card, modal, badge, pill) to match a described UI requirement without custom development.
  • Identifying which SLDS utility classes (spacing, alignment, text, grid) should be applied to achieve a described layout without writing custom CSS.
  • Using SLDS icons (utility, action, standard, custom, doctype sprite categories) correctly in a custom component to maintain visual consistency with Lightning Experience.
  • Selecting SLDS data table variants (with row actions, with inline editing, read-only) and identifying the appropriate variant given a described user task.
  • Identifying the trade-offs of styling a custom LWC with SLDS utility classes vs. writing scoped CSS in the component's .css file, and when each approach is appropriate.
  • Applying SLDS design tokens to override default visual styles in a custom LWC without breaking Lightning Experience consistency.
  • Using SLDS Blueprints as a reference specification to implement a custom component that visually matches native Lightning Experience elements when no base LWC is available.
  • Selecting the correct SLDS state classes (is-active, is-open, is-selected, has-error) to reflect dynamic component states in a custom Lightning component.
  • Applying SLDS validation patterns (inline error messages, required field indicators, help text icons) to a custom form component to communicate input errors accessibly.
  • Using SLDS loading spinner and skeleton screen patterns in a custom component to communicate system processing state and prevent users from perceiving the interface as broken.

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Selecting a future-state journey map vs. an as-is journey map based on whether the team is documenting a current pain point or designing a desired experience.

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Practice Question

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Next conceptDetermining when a service blueprint adds value over a journey map when multiple internal systems and back-office processes are involved.

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Explainer

Journey maps visualize customer experiences to help teams identify pain points or design desired outcomes. The exam distinguishes between documenting current pain points (as-is) and designing desired experiences (future-state), which aligns with modeling current versus new customer experiences.

Core information
  • Journey maps are documents that visually illustrate the experiences customers have with a business or organization.
More details and nuances
  • When documenting current pain points, the focus is on exposing gaps where the flow is not smooth or moments of vulnerability.