QUESTION 23 A focus group activity in which participants are asked to detail touchpoints in the customer process is called Usability testing Roadmapping Customer journey mapping Word associating QUESTION 24 What is the purpose of usability tests in qualitative research? Collecting observations in controlled environments Observing behaviors unobtrusively Evaluating the user experience through task completion Prioritizing ideas through round-robin brainstorming QUESTION 25 A focus group activity in which participants assemble photos or other objects that represent their thoughts and feelings. O Word association O Cartoons Collages

In the realm of customer experience, customer journey mapping has become a popular tool among businesses aiming to understand their client's interactions. This visual representation helps organizations identify pain points and opportunities in the customer experience, making it essential for enhancing satisfaction and retention. Plus, it can be a fun activity with sticky notes and colored markers—who doesn't love a good brainstorming session? Usability testing is not just about checking if a product works; it’s all about understanding the user’s experience as they complete specific tasks. Think of it as a friendly date between a user and the product—the tester observes how smoothly (or awkwardly) the interaction goes. This method shines a light on real user challenges, allowing teams to refine their designs, making them more intuitive and user-friendly. So, let’s roll out the red carpet for usability testing!