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 The best option for improving the user experience of looking for and viewing commonly used reports is to update the Home page with access to commonly used reports. This way, the user can quickly access the reports they need without having to use the global search bar every time. This also follows the principle of designing for the user’s goals and tasks, which isone of the learning objectives for the Salesforce User Experience Designer certification. References: [Design for the User’s Goals and Tasks], [Change or Add Report Chart and Dashboard Components to Home Page]

https://trailhead.salesforce.com/en/content/learn/modules/ux-designer-certification-prep/design-for-the-users-goals-and-tasks :  1

The three inclusive design action-oriented principles are:

• Recognize exclusion: Identify and understand the barriers that prevent people from accessing or using a product or experience. Exclusion can be caused by ability, context, or personal factors.
• Learn from diversity: Seek out and learn from the perspectives of people who have a range of experiences, backgrounds, and identities. Diversity can be a source of inspiration and innovation.
• Solve for one, extend to many: Design solutions that address the needs of a specific person or group, and then generalize them to benefit a wider audience. Solving for one can reveal hidden opportunities and create more inclusive outcomes. References: Explore Inclusive Design, Inclusive Design

 Voice and tone are two important aspects of UX writing that affect how users perceive and interact with a product. According to the Salesforce User Experience Designer Exam Guide, voice and tone are defined as follows:

• Voice reflects the personality of the brand or product. It is consistent and does not change depending on the context or situation. Voice conveys the values, mission, and identity of the brand or product through the choice of words, phrases, and style of communication.
• Tone reflects the way the voice speaks to the users. It is context-specific and can change depending on the user’s mood, goal, and situation. Tone conveys the attitude, emotion, and empathy of the voice through the use of punctuation, grammar, and formatting.

For example, Mailchimp is a brand that has a distinctive voice and tone. Their voice is friendly, humorous, and quirky. Their tone varies depending on the user’s experience, such as congratulating them for a successful campaign, or apologizing for an error. They use a tone map to guide their writers on how to adjust their tone for different scenarios.

References:

• : [Salesforce User Experience Designer Exam Guide]
• : [Voice and Tone | Salesforce Style Guide for Documentation and UX Writing]
• : [Voice and Tone | Salesforce Trailhead]
• : [UX writing 101: A beginner’s guide to mastering tone of voice]
• : [Tone of Voice and User Experience | UX Magazine]
• : [Things I learned designing the voice and tone for our company]
• : [How to use voice and tone in UX writing]
• : [Voice and Tone | Mailchimp Content Style Guide]

 The human-centered design approach is a problem-solving technique that puts real people at the center of the development process, enabling designers to create products and services that resonate and are tailored to the audience’s needs. The human-centered design approach typically involves four stages: clarify, ideate, develop, and implement1. The first stage, clarify, is dedicated to collecting data and observing the users to clarify the problem and how to solve it. Rather than developing products based on assumptions, designers conduct user research and assess user needs to determine what the users want. The clarify stage requires empathy—the capability of understanding another person’s experiences and emotions. Designers need to consider the users’ perspectives and ask questions to determine what products they’re currently using, why and how they’re using them, and the challenges they’re trying to solve2.

Therefore, the activity that should come first in the human-centered design process is observing the medical staff while they use their existing portal. This activity will help the UX designer to understand the context, the goals, the pain points, and the preferences of the medical staff,as well as to identify the opportunities for improvement and innovation. The other activities, such as estimating the cost, writing technical requirements, and designing a mockup, belong to the later stages of the human-centered design process, after the problem and the user needs have been clearly defined.

References: What is Human-Centered Design? — updated 2023 | IxDF and What Is Human-Centered Design? | HBS Online

The first activity inthe process when using a human-centered design approach to redesign a portal that medical staff use to report on patient demographics should be observing the medical staff while they use their existing portal. This is a critical step in the process, as ithelps to identify user needs, preferences, and behaviors so that the design of the new portal can be tailored to meet their specific needs.

Observing the medical staff while they use the portal will help to identify any existing problems and highlightareas where the portal can be improved. This can include issues with usability, functionality, and accessibility. Additionally, observing how the medical staff interact with the portal can help to identify any potential areas of improvement and uncover anyhidden requirements or user needs.

References: [1] https://www.salesforce.com/blog/2019/02/human-centered-design.html [2]  https://uxplanet.org/human-centered-design-process-3d3d3f9a50db [3] https://uxdesign.cc/human-centered-design-for-ux-designers-d4f0e741b9a9