Explanation:

Inclusive design is a design approach that aims to create products and services that are accessible and usable by as many people as possible, regardless of their abilities, preferences, or circumstances. Some of the benefits of inclusive design are :

Extending access to more users: By considering the diverse needs and situations of users, inclusive design can expand the reach and impact of the product or service. For example, designing a website that is compatible with screen readers can benefit not only users who are blind or visually impaired, but also users who are in low-light environments or have low bandwidth.

Reducing friction for users in achieving their goals: By removing unnecessary barriers and providing multiple ways of interaction, inclusive design can enhance the user experience and satisfaction. For example, designing a mobile app that supports voice input and output can benefit not only users who have difficulty typing or reading, but also users who are multitasking or have their hands busy. References: : [UX Designer Certification Prep: Designing for Accessibility and Inclusion | Trailhead] : [Inclusive Design | Salesforce Developer Guide]

Inclusive design is a practice of designing products, services, and experiences that are accessible and usable for as many people as possible, regardless of ability, age, gender, race, language, or culture. By incorporating inclusive design practices, you can extend access to more users and reduce friction for users in achieving their goals. Salesforce provides more information on the benefits of inclusive design here: https://www.salesforce.com/blog/2020/11/what-is-inclusive-design.html.

Explanation:

The UI configuration that should be used to further individualize each featured topic is to select and upload images that represent each featured topic. This option allows the UX Designer to customize the appearance of the Featured Topic component and make it more visually appealing and engaging for the users. The images can help to convey the meaning and relevance of each topic and attract the users’ attention. The images can also create a consistent and branded look for the Experience Cloud site.

References:

: Featured Topic Component

: Customize the Featured Topic Component

This allows users to easily distinguish between different topics and quickly scan for relevant topics. Salesforce documentation on the Featured Topics component states that “You can add a description for each featured topic, which appears in the user interface below the topic label” [1].

[1] https://help.salesforce.com/articleView?id=knowledge_articles_sites_featured_topic.htm &type=5

Explanation:

To track and measure the adoption of the new process, CK should use the following Salesforce tools:

User Engagement Dashboard and Report: This tool provides insights into how users are interacting with Salesforce, such as the number of logins, page views, actions, and time spent. It can help CK identify which users are adopting the new process and which ones need more training or support.
Salesforce Surveys for user Satisfaction: This tool allows CK to create and send surveys to its customer service representatives to collect feedback on the new process, such as their satisfaction, challenges, and suggestions. It can help CK measure the impact of the new process on the user experience and satisfaction.
Chatter polls: This tool enables CK to create and post simple polls on Chatter to gather quick opinions or preferences from its customer service representatives. It can help CK engage with its users and get their input on the new process.

References:

: User Engagement Dashboard and Report
: Salesforce Surveys for user Satisfaction
: Chatter polls

Explanation:

Usability testing is a method of evaluating how easy and intuitive a product or service is to use by observing real users performing specific tasks. It can help identify usability issues, user needs, and user satisfaction. A goal of usability testing is to learn about the user’s behavior and preferences, such as how they interact with the design, what they expect from the design, what they like or dislike about the design, and what they find confusing or frustrating about the design. By learning about the user’s behavior and preferences, the UX designer can gain insights and feedback that can help improve the design and enhance the user experience.

References:

: User Experience Designer Certification Prep: Module 6: Validate User Interfaces : What is Usability Testing?