Week 1 Empathizing With Users And Defining Pain Points

Course 2 – Start the UX Design Process: Empathize, Define, And Ideate QUIZ ANSWERS

Week 1: Empathizing with Users and Defining Pain Points

GOOGLE UX DESIGN PROFESSIONAL CERTIFICATE

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TABLE OF CONTENT

Empathizing with Users and Defining Pain Points INTRODUCTION

The Coursera Google UX Design Professional Certificate program is a great way to start on the journey of designing a successful mobile app. The first step in this process is empathizing with users, so you can identify their specific needs and pain points. The course will show you how to develop empathy maps and create personas that allow you to accurately represent user perspectives. These activities will help you understand users’ wants, needs, and problems as they relate to your product, enabling you to create a design that not only meets their needs but also adds value for them. Through these exercises, you’ll be able to gain insights into what would make the perfect design solution for your target users.

Learning Objectives

  • Complete an empathy exercise to understand users
  • Build an empathy map
  • Explain user pain points
  • Create personas

TEST YOUR KNOWLEDGE ON USER PAIN POINTS

1. Which of the following is an example of a pain point? Select all that apply.

  • Receiving an update via email about a product’s availability
  • Discovering the chat function on a site is switched off during the posted hours of operation. (CORRECT)
  • Struggling to read the small text in an app. (CORRECT)
  • Unresponsive touch screen options (CORRECT)

Correct: This is an example of a support pain point, since the user can’t get the answers they need. Other pain points include unresponsive touch screen options, or discovering the chat function on a site is switched off during the posted hours of operation.

Correct: This is an example of a product pain point, since this is a UX issue that frustrates the user. Other pain points include unresponsive touch screen options, or discovering the chat function on a site is switched off during the posted hours of operation.

Correct: This is an example of a pain point since this is a UX issue that frustrates the user. Other pain points include, discovering the chat function on a site is switched off during the posted hours of operation, or struggling to read the small text in an app.

2. How can an empathy map help UX designers understand a user’s perspective?

  • It can help UX designers market a product to a different group of users
  • It can help UX designers solve problems they think users have.
  • It can convey to UX designers what users think, say, feel, and do to understand what users actually need from a product. (CORRECT)
  • It can help UX designers assume what users want.

Correct: An empathy map is an easily-understood chart that explains everything the designer learns about a user.

3. Which of the following is an example of a process pain point?

  • User encounters a paywall pop-up in the middle of a digital article
  • User is unable to find answers to a question on their own
  • User cannot select or click a website navigation link
  • User faces difficulty adding an item to an online shopping cart (CORRECT)

Correct: Process pain points are frustrations that stop the user going from point A to point B. If there’s an issue with completing an experience, such as moving an item to a shopping cart, that’s considered a process pain point.

4. Most pain points fall into one of four categories: product, financial, process, or support.

  • True (CORRECT)
  • False

Correct: Most pain points fall into one of four categories: product, financial, process, and support.

5. Fill in the blank: When you empathize with someone, you share their _____.

  • mental and emotional experiences (CORRECT)
  • personal preferences and ideas
  • physical needs and challenges
  • typical behaviors and thoughts

Correct: Approaching UX research with empathy makes it easier for you to solve the right problem.

6. What are pain points?

  • The belief that you’re unskilled, inferior to others, or bad at your job, despite your success.
  • Any financial, product, process, or support issues that are facing the user.
  • Any UX issues that frustrate the user and block the user from getting what they need. (CORRECT)
  • The ability to understand someone else’s feelings or thoughts in a situation.

Correct: Pain points are any UX issues that frustrate the user and block the user from getting what they need.

7. What can you do to build personas that truly represent your potential users?

  • Build them based on your experiences
  • Build them based on research (CORRECT)
  • Build them based on a single user testimony

Correct: As you research, you’ll form images in your head about who your users are.

Empathizing with Users and Defining Pain Points CONCLUSION

Now that you’ve gotten a taste of what the empathizing stage of the design process entails, are you ready to get started on your own mobile app portfolio project? If so, be sure to enroll in our course on Coursera.

In this class, you’ll work through every step of the design process for creating a new mobile app. We’ll start by empathizing with users and thinking through their needs to build empathy maps and create personas. These hands-on activities will help you understand user perspectives and pain points. So why wait? Join Coursera today and let’s get started!

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