Describe a time customer research changed your mind about what to build.

What the interviewer is looking for

• This question tests customer discovery. Describes talking to real users, separating stated wants from underlying problems, and gives an example where evidence changed the plan.
• What to bring out: Shows genuine openness to evidence, describes the research method, and explains how the plan changed as a result.
• Expect a follow-up like: How did you convince the team to change direction?

Another way it may be asked: Have you ever been sure about an idea, then talked to customers and realised it was wrong? Tell me about it.

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the customer discovery you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

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