Moment of Truth

Your constantly-updated definition of Moment of Truth and collection of videos and articles
161 shares

What is Moment of Truth?

The concept of "moment of truth" originates in service design but has grown over the years to encompass both service and product design. There isn't one moment of truth anymore 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.

Answer a Short Quiz to Earn a Gift

Question 1

What is a moment of truth in the context of customer experience?

1 point towards your gift

Question 2

Why is it important for designers to identify moments of truth?

1 point towards your gift

Question 3

Which moment of truth involves a customer's first contact with a product?

1 point towards your gift

Question 4

What is a "magical moment" in customer experience?

1 point towards your gift

Question 5

What is a potential outcome of a "miserable moment" in customer experience?

1 point towards your gift

Better luck next time!

0 out of 5 questions answered correctly

Do you want to improve your UX / UI Design skills? Join us now

Congratulations! You did amazing

5 out of 5 questions answered correctly

You earned your gift with a perfect score! Let us send it to you.

Letter from IxDF

Check Your Inbox

We’ve emailed your gift to name@email.com.

Do you want to improve your UX / UI Design skills? Join us now

Literature on Moment of Truth

Here’s the entire UX literature on Moment of Truth by the Interaction Design Foundation, collated in one place:

Learn more about Moment of Truth

Take a deep dive into Moment of Truth with our course Mobile UX Design: The Beginner's Guide .

In the “Build Your Portfolio” project, you’ll find a series of practical exercises that will give you first-hand experience with the methods we cover. You will build on your project in each lesson so once you have completed the course you will have a thorough case study for your portfolio.

Mobile User Experience Design: Introduction, has been built on evidence-based research and practice. It is taught by the CEO of ExperienceDynamics.com, Frank Spillers, author, speaker and internationally respected Senior Usability practitioner.

All open-source articles on Moment of Truth

Please check the value and try again.

Open Access—Link to us!

We believe in Open Access and the democratization of knowledge. Unfortunately, world-class educational materials such as this page are normally hidden behind paywalls or in expensive textbooks.

If you want this to change, , link to us, or join us to help us democratize design knowledge!

Share Knowledge, Get Respect!

Share on:

or copy link

Cite according to academic standards

Simply copy and paste the text below into your bibliographic reference list, onto your blog, or anywhere else. You can also just hyperlink to this page.

Interaction Design Foundation - IxDF. (2016, May 25). What is Moment of Truth?. Interaction Design Foundation - IxDF.

New to UX Design? We’re Giving You a Free ebook!

The Basics of User Experience Design

Download our free ebook The Basics of User Experience Design to learn about core concepts of UX design.

In 9 chapters, we’ll cover: conducting user interviews, design thinking, interaction design, mobile UX design, usability, UX research, and many more!

A valid email address is required.
316,685 designers enjoy our newsletter—sure you don’t want to receive it?