ENADE Design Practice Questions - ENADE Design - Exame Nacional De Desempenho Dos Estudantes Exam

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When constructing a User Journey Map for a complex multichannel service, how is a 'Moment of Truth' (MOT) defined, and why is it critical for the design intervention?
Correct Answer:
A decisive touchpoint where user expectations interact directly with actual service performance, determining whether user trust and loyalty are consolidated or whether friction triggers immediate abandonment.

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