CX - Common CX Practices

Take our short knowledge check to find out how much you know about Common CX Practices. Submit your answers to see how you did!

Disclaimer: Responses and results are anonymous and may be used to improve the course offerings.

Question Title

* 1. What is the definition of user research?

A method used to learn how easy or difficult it is for people to use a service/product by observing them completing “real life” tasks within that service/product.

A tool organizations use to understand and build empathy with their customers by creating realistic representations of them based on qualitative and quantitative data gathered during user research.

A draft version of a service/product intended to be explored and tested during your work's design phase.

A tool used to better understand the customers' experience by creating a visual representation of each touchpoint along the customers’ journey.

Conducting quantitative and/or qualitative research to understand users’ behaviors, goals, tasks, activities, needs, motivations, and interactions with your organization's services and products.

Question Title

* 2. What is the definition of personas?

A draft version of a service/product intended to be explored and tested during your work's design phase.

A tool used to better understand the customers' experience by creating a visual representation of each touchpoint along the customers’ journey.

A tool organizations use to understand and build empathy with their customers by creating realistic representations of them based on qualitative and quantitative data gathered during user research.

A method used to learn how easy or difficult it is for people to use a service/product by observing them completing “real life” tasks within that service/product. 

Conducting quantitative and/or qualitative research to understand users’ behaviors, goals, tasks, activities, needs, motivations, and interactions with your organization's services and products.

Question Title

* 3. What is the definition of journey mapping?

A tool used to better understand the customers' experience by creating a visual representation of each touchpoint along the customers’ journey.

A tool organizations use to understand and build empathy with their customers by creating realistic representations of them based on qualitative and quantitative data gathered during user research.

A draft version of a service/product intended to be explored and tested during your work's design phase.

Conducting quantitative and/or qualitative research to understand users’ behaviors, goals, tasks, activities, needs, motivations, and interactions with your organization's services and products.

A method used to learn how easy or difficult it is for people to use a service/product by observing them completing “real life” tasks within that service/product.

Question Title

* 4. What is the definition of prototyping?

Conducting quantitative and/or qualitative research to understand users’ behaviors, goals, tasks, activities, needs, motivations, and interactions with your organization's services and products.

A draft version of a service/product intended to be explored and tested during your work's design phase.

A tool organizations use to understand and build empathy with their customers by creating realistic representations of them based on qualitative and quantitative data gathered during user research.

A tool used to better understand the customers' experience by creating a visual representation of each touchpoint along the customers’ journey.

A method used to learn how easy or difficult it is for people to use a service/product by observing them completing “real life” tasks within that service/product.

Question Title

* 5. What is the definition of usability testing?

A tool organizations use to understand and build empathy with their customers by creating realistic representations of them based on qualitative and quantitative data gathered during user research.

A method used to learn how easy or difficult it is for people to use a service/product by observing them completing “real life” tasks within that service/product.

Conducting quantitative and/or qualitative research to understand users’ behaviors, goals, tasks, activities, needs, motivations, and interactions with your organization's services and products.

A draft version of a service/product intended to be explored and tested during your work's design phase.

A tool used to better understand the customers' experience by creating a visual representation of each touchpoint along the customers’ journey.