Salesforce Certified-Strategy-Designer - Salesforce Certified Platform Strategy Designer (Plat-UX-102)

A journey map is a tool that the strategydesigner should create to align stakeholders on the most important customer issues. A journey map is a visual representation of the customer’s experience with a product or service, from their perspective. It helps identify the customer’s needs, goals, painpoints, emotions, and touchpoints across different stages of their journey. It also helps prioritize and address the most critical customer problems or opportunities for improvement.References:https://trailhead.salesforce.com/en/content/learn/modules/salesforce-strategy-designer-certification-prep/conduct-a-journey-mapping-session

Analogous research involves looking at solutions in different contexts or industries to solve similar problems. For supply chain issues, studying how an unrelated industry overcame comparable challenges can provide fresh insights and innovative approaches, offering new perspectives on problem-solving.

Exposing a knowledge base to customers in Experience Cloud allows for effectiveself-service by providing easy access to information, solutions, and guidance. This capability empowers customers to resolve their inquiries independently, contributing to the reduction of support costs by decreasing the demand on direct support channels.

CK should continuously align business goals to the vision to maintain the vision and create transformative change. Business goals are the specific and measurable objectives that support the vision. By aligning business goals to the vision, CK can ensure that every decision and action is consistent with the desired future state, and that the vision is not diluted or distorted over time. Aligning the vision to current industrytrends may not be relevant or sustainable for CK’s unique value proposition. Realizing that the vision must be driven by business goals may undermine the purpose and direction of the vision.

 The project teamshould spend time affinity mapping, spotting patterns, and surfacing surprises, to identify key insights after conducting user research. This method involves grouping data points into themes or categories, finding connections or trends among them, and highlighting unexpected or surprising findings.References:https://trailhead.salesforce.com/en/content/learn/modu les/salesforce-strategy-designer-certification-prep/identify-key-insights

The best approach in terms of bringing skills and talent for a project with budget constraints and unclear variables and decisions is to bring in team members with strong problem solving skills, as this helps tackle ambiguity and uncertainty, and generate creative and effective solutions. Defining additional leads for each functional area or staffing heavily from the development phase may notbe feasible or optimal for the project.

The Desirable,Feasible, Viable framework is essential for ensuring a new business model's success. It ensures the model is customer-centric (Desirable), technically and organizationally achievable (Feasible), and financially sustainable (Viable), aligning the innovationwith customer needs, operational capabilities, and business objectives.

The best strategy to use to bring potential issues to light for a sales strategy that falls into an ethical risk zone around addiction is to design a workshop for the team to slowdown and think through the potential consequences of the strategy and uncover stakeholder perspectives, as this helps foster ethical awareness, reflection, and dialogue. Releasing the project as intended or creating a provocative presentation may not address the ethical risk or create alignment.

Some safeguards that should be put in place to ensure the research is conducted ethically are a code of conduct, ethics training, and a research data handling policy. A code of conduct is a set of principles andguidelines that define ethical behavior and expectations for researchers and participants. Ethics training is a way to educate researchers on ethical issues and best practices in conducting research. A research data handling policy is a document that specifies how research data will be collected, stored, accessed, shared, analyzed, and disposed of in a secure and compliant manner. A customer journey map, research scenario, and a RAID log are tools for planning and documenting research activities, but they do not address ethical issues. A hypothesis, project plan, and financial reimbursement for users are elements of research design and execution, but they do not ensure ethical conduct.

Whiteboarding tools are tools that enable collaborative drawing, brainstorming, and mapping on a virtual board. They are useful for conducting synchronous journey mapping sessions with remote teams, as they allow everyone to participate and contribute in real time.References:https://trailhead.salesforce.com/en/content/lear n/modules/salesforce-strategy-designer-certification-prep/conduct-a-journey-mapping-session