Moment of Truth User Experience (UX) topic overview/definition

Moment of Truth: Concept Definition

The concept of "moment of truth" originates in service design but has grown over the years to encompass both service and product design. There isn͛t one moment of truth any more but rather several kinds of moment of truth which influence user and customer relationships with the product and/or brand providing the product. UX designers and CX designers, in particular, will want to identify moments of truth so that they can ensure the experience at these points wins hearts and minds of users and customers.

For your convenience, we’ve collected all UX literature that deals with Moment of Truth. Here’s the full list: