Intermediate
Open
Pro
Handling a Defensive Reaction to Feedback in a Design Review
You're presenting a checkout flow in a design review. A senior PM says: "I don't think this checkout flow is going to work." That's the entire comment — no elaboration.
Your first instinct is to immediately explain that you tested it with five users and it performed well, and to defend the decision before the PM finishes their point.
- Explain why leading with that immediate defense, even though the justification is factually true, is the wrong first move.
- Write two clarifying questions you could ask instead, aimed at finding out what's really behind the PM's comment.
- Suppose the PM's real concern turns out to be that the checkout flow doesn't handle a promo-code edge case that matters commercially, not anything about usability. Explain why taking the comment at face value (treating it purely as a usability critique) would have wasted both people's time.
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