Explanation
According to the Lean-Agile Leadership competency of SAFe, management must commit to quality and take responsibility to change the system for a successful Agile transformation. This means that leaders must lead by example, learn and model the Lean-Agile mindset, values, principles, and practices, and lead the change to a new way of working. They must also empower and engage individuals and teams to reach their highest potential, and create a culture of relentless improvement and innovation1. Management cannot delegate or outsource the responsibility of leading the Agile transformation, as they are the ones who have the authority and influence to change and improve the systems that govern how work is performed2. References: 1: Lean-Agile Leadership - Scaled Agile Framework2: What Must Management Do for a Successful Agile Transformation?

Explanation
Empathy maps are a design thinking tool that promotes customer identification by helping teams develop a deep, shared understanding of others. They enable teams to imagine what a specific persona is thinking, feeling, hearing, and seeing as they use the solution. Empathy maps help teams to design with empathy, which is a key behavior of customer centricity. Empathy maps can be used to explore different aspects of the problem and solution space, and to validate assumptions and hypotheses about the customer's needs and preferences. References: Design Thinking, Customer Centricity

Explanation
The recommended user voice format for writing a Story is to use the following template: As a <user role>, I want <goal or desire>, so that <benefit or value>. This format helps to capture the user's perspective, the user's need, and the user's outcome in a clear and concise way. The user voice format also helps to create a testable and valuable Story that can be prioritized and estimated by the Agile team. Therefore, the best example of the user voice format for the Story enabling book shoppers to access their shopping cart from any page on the website is: As a book shopper, I want access to my shopping cart from any page, so that I can review what I am purchasing. This example specifies the user role (book shopper), the goal or desire (access to shopping cart from any page), and the benefit or value (review what I am purchasing). References: Exam Study Guide: SP (6.0) - SAFe Practitioner, Story

Explanation
Story Mapping is a design-thinking technique that helps break down Features while considering the end-to-end user flow. It is a collaborative practice that visually maps the user journey and the activities that the user performs to reach a desired outcome. Story Mapping helps teams understand the user needs, prioritize the backlog, and plan the iterations and PIs. References: Story Mapping, Story, Exam Study Guide: SP (6.0) - SAFe Practitioner