The Mom Test

How The Mom Test changed my approach to User Interviews

As a Senior Software Designer/Manager, I've always known the importance of user feedback. But reading "The Mom Test" by Rob Fitzpatrick was a revelation—it fundamentally changed how I approach user interviews and product development. Here’s why this book has become a cornerstone of my process and how it has reshaped my thinking.

A wake-up call in user feedback

I remember my early days in product development when user interviews often felt more like fishing for compliments than gathering useful insights. I'd ask users, "Would you use this feature?" and get a lot of nodding heads and positive affirmations. But when it came time to launch, those same features often fell flat.

"The Mom Test" taught me to avoid these leading questions. Instead, I learned to dig into past behaviors and real experiences. For instance, when working on the Sponsor Insights Dashboard, I stopped asking sponsors if they liked a particular feature. Instead, I asked how they currently track sample collection compliance and what problems they face. This shift in questioning led to more honest and actionable feedback.

Real-world Application

One of the most impactful moments was during a usability testing session for our new dashboard features. Instead of asking users hypothetical questions about the new sample tracking feature, I focused on their past behavior. "How do you currently manage sample tracking?" and "Can you walk me through the last time you had an issue with this process?" These questions uncovered pain points that weren't apparent before and guided us to refine the feature in ways that genuinely helped our users.

This approach resonated with my work on the Credly mobile app as well. During the development of the badge wallet feature, asking users about their past experiences with managing digital badges revealed frustrations and needs that a simple "Would you like this feature?" would have missed. It led to an intuitive design that our users loved, as evidenced by the app's high ratings on both the Apple App Store and Google Play Store.

Aligning with my core beliefs

"The Mom Test" aligns perfectly with my belief in the importance of strategic thinking and user-centric design. It’s about understanding the user's journey and crafting solutions that genuinely add value. This book reinforced the idea that effective product development isn't just about building features but about solving real problems.

When I was working on the Workforce Career Pathways project at Credly, we aimed to merge the capabilities of skills tracking with AI-driven insights. By asking the right questions, we could better understand how workforce managers currently assess employee skills and what challenges they face. This led to a product that not only met their needs but also exceeded their expectations, driving significant adoption from major companies like Deloitte.

Takeaways for every designer

If you're a designer or product manager, "The Mom Test" is a must-read. It offers practical techniques to improve your user interviews and get to the heart of what your users really need. It's about being strategic, empathetic, and genuinely curious about your users' experiences.

For example, during the development of the Universal Parks and Resorts mobile notification system for Express Passes, we initially focused on what we thought users wanted. After applying principles from "The Mom Test," we instead asked park visitors about their past experiences with finding and purchasing passes. This led to a more intuitive and effective notification system that significantly boosted engagement and sales.

Final thoughts

"The Mom Test" is more than just a book; it’s a guide to better, more honest user interactions. It has helped me refine my approach to user interviews and ensure that the solutions I design are truly impactful. As I continue to pour creativity into my work, this book serves as a reminder to stay grounded, ask the right questions, and always seek the truth.

In the fast-paced world of product design and development, honest feedback is the foundation of bold solutions. If you haven't read "The Mom Test" yet, I highly recommend it. It might just change the way you see user feedback and elevate your product development process to new heights.