Salesforce Certified User Experience Designer — Question 5

Following a human-centered design process approach, Cloud Kicks is preparing a user feedback session for an app that is not performing as anticipated.
In what way could confirmation bias be avoided?

Answer options

• A. Ask open-ended questions staying away from questions regarding feelings
• B. Ask specific questions about known pain points to confirm your hypothesis
• C. Ask users to explore the application without specific questions regarding which tasks to perform

Correct answer: C

Explanation

The correct answer is C because allowing users to explore the application freely encourages genuine feedback without leading them towards specific responses. Option A may limit the depth of feedback by avoiding emotional insights, while option B can reinforce existing biases by focusing on known pain points rather than uncovering new insights.