ENT FINAL EXAM REVIEW QUESTIONS
If you intend to help customers by making a service faster and more efficient than
alternative offerings, you would create value by offering a relative advantage with
respect to - Answers - Performance
Which of the following is not one of the questions you should ask to determine if the
value you offer to customers and stakeholders is essential? - Answers - Can your new
venture earn a profit?
What are the three processes that contribute to novel associations? - Answers -
Serendipity, Similarity, and shared links
Addressing the judgment of whether you solve a problem or not is most closely
associated with - Answers - Product risk
Addressing the judgment of whether you can offer your solution at a profit is most
closely associated with - Answers - Market risk
__________ uses comparisons to precedents (other companies, offerings, objects,
processes, etc.) to frame problems and suggest solutions. - Answers - Analogical
reasoning
To frame problems and suggest solutions, analogical reasoning compares current ideas
with - Answers - Historical precedents
Which of the following is not one of the three essential aspects fundamental to design
thinking? - Answers - Intelligence
Creative action cycles describe the process that leads to - Answers - Novel Ideas
Results of associative processes can vary from - Answers - Stereotypical to novel
Associative processes involving making connections among - Answers - Existing ideas
One of the ways of anticipating domain change is by surveying markets and needs. This
may be accomplished by asking - Answers - Are there changing preferences in existing
markets?
One of the ways of anticipating domain change is by surveying industry. This may be
accomplished by asking - Answers - Are there emerging best practices
, Which of the following is most characteristic of "creaction" (from the Just Start book
description) and design thinking processes associated with creaction/creation? -
Answers - Describing ideas using pictures and prototypes
According to Tim Brown from IDEO, the world's leading design firm, what does design
thinking begin with? - Answers - Integrative thinking
What does Tim Brown from IDEO, the world's leading design firm, why is design
thinking an appropriate response to change? - Answers - It offers a new way of tackling
problems
A design thinking tool that applies to all phases of the design thinking process - from
"what is?" to "what if?" to "what wows?" to "what works?" - is - Answers - Visualization
How does a company judge the willingness of their customer base to pay? - Answers -
By the experience their product or service renders
When deciding on your Customer Experience Strategies, what is essential to
understand? - Answers - What products and services will you offer?
A popular model of describing how companies sell to customers by considering all of
the steps in their customers' brand experiences is called the - Answers - get-keep-grow
model
Social media is most often used to improve which part of a customer journey? -
Answers - Excitement
Designing website interfaces to optimize engagement and conversions related to key
performance indicators is a common aspect of designing - Answers - User experiences
Emotional labor occurs when employees are required to express emotions that they are
not actually feeling, such as smiling when they are not actually happy. Emotional labor
may have negative consequences for employees and is, therefore, an important
experience design issue. Obviously, employees are affected by this design choice, but
which of the following stakeholders are also affected and need to be considered when
making these design choices? - Answers - Customers and users
Which of the following is not commonly considered to be a stakeholder in a
comprehensive experience design process? - Answers - Competitors
A step in a customer's journey that involves researching information and comparing
alternatives is called - Answers - Consideration
Companies often write news releases and send them to local newspapers and TV
stations in hopes that they will carry the story. This effort to raise awareness is most
directed toward enhancing - Answers - Earned media
If you intend to help customers by making a service faster and more efficient than
alternative offerings, you would create value by offering a relative advantage with
respect to - Answers - Performance
Which of the following is not one of the questions you should ask to determine if the
value you offer to customers and stakeholders is essential? - Answers - Can your new
venture earn a profit?
What are the three processes that contribute to novel associations? - Answers -
Serendipity, Similarity, and shared links
Addressing the judgment of whether you solve a problem or not is most closely
associated with - Answers - Product risk
Addressing the judgment of whether you can offer your solution at a profit is most
closely associated with - Answers - Market risk
__________ uses comparisons to precedents (other companies, offerings, objects,
processes, etc.) to frame problems and suggest solutions. - Answers - Analogical
reasoning
To frame problems and suggest solutions, analogical reasoning compares current ideas
with - Answers - Historical precedents
Which of the following is not one of the three essential aspects fundamental to design
thinking? - Answers - Intelligence
Creative action cycles describe the process that leads to - Answers - Novel Ideas
Results of associative processes can vary from - Answers - Stereotypical to novel
Associative processes involving making connections among - Answers - Existing ideas
One of the ways of anticipating domain change is by surveying markets and needs. This
may be accomplished by asking - Answers - Are there changing preferences in existing
markets?
One of the ways of anticipating domain change is by surveying industry. This may be
accomplished by asking - Answers - Are there emerging best practices
, Which of the following is most characteristic of "creaction" (from the Just Start book
description) and design thinking processes associated with creaction/creation? -
Answers - Describing ideas using pictures and prototypes
According to Tim Brown from IDEO, the world's leading design firm, what does design
thinking begin with? - Answers - Integrative thinking
What does Tim Brown from IDEO, the world's leading design firm, why is design
thinking an appropriate response to change? - Answers - It offers a new way of tackling
problems
A design thinking tool that applies to all phases of the design thinking process - from
"what is?" to "what if?" to "what wows?" to "what works?" - is - Answers - Visualization
How does a company judge the willingness of their customer base to pay? - Answers -
By the experience their product or service renders
When deciding on your Customer Experience Strategies, what is essential to
understand? - Answers - What products and services will you offer?
A popular model of describing how companies sell to customers by considering all of
the steps in their customers' brand experiences is called the - Answers - get-keep-grow
model
Social media is most often used to improve which part of a customer journey? -
Answers - Excitement
Designing website interfaces to optimize engagement and conversions related to key
performance indicators is a common aspect of designing - Answers - User experiences
Emotional labor occurs when employees are required to express emotions that they are
not actually feeling, such as smiling when they are not actually happy. Emotional labor
may have negative consequences for employees and is, therefore, an important
experience design issue. Obviously, employees are affected by this design choice, but
which of the following stakeholders are also affected and need to be considered when
making these design choices? - Answers - Customers and users
Which of the following is not commonly considered to be a stakeholder in a
comprehensive experience design process? - Answers - Competitors
A step in a customer's journey that involves researching information and comparing
alternatives is called - Answers - Consideration
Companies often write news releases and send them to local newspapers and TV
stations in hopes that they will carry the story. This effort to raise awareness is most
directed toward enhancing - Answers - Earned media
