The business analyst (BA) for Cloud Kicks' new Experience Cloud project needs to
research behavioral differences across its customers. The BA must identify which
behaviors unify customers so that the development team can use these behavioral
nuances to anchor their app design.
What is the output of the BA's research?
A. Personas
B. Characters
C. Archetypes
A. Personas
Explanation:
Personas are the standard output for capturing behavioral differences and unifying traits
among customers:
Definition of Personas: Personas are fictional representations of customer
segments based on behavior, goals, and pain points. Salesforce emphasizes
personas as a key deliverable to guide user-centric design in projects like
Experience Cloud.
Role in Development: Personas help the development team design and anchor
app functionality to meet user needs effectively, ensuring the solution is tailored to
the real-world behavior of the target audience.
Alignment with Best Practices: Salesforce projects encourage the creation of
personas during the discovery phase to align features and workflows with user
expectations, driving engagement and satisfaction.
By delivering personas, the BA ensures the project team has a clear understanding of
customer behavior to inform design decisions.