Kano model
Kano model: features of an e-bike
Not done at all
Done really well
Delighted
Frustrated
Brakes that work
A lock included
Battery range
Light weight
App finds a charger
Lights that come on by themselves
Basic needs
Performance
Delighters
Make a Kano model
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What a Kano model is
“The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Noriaki Kano.”
When to use a Kano model
A product
Sort features into basic needs, performance and delighters before you build.
Understanding users
Ask people how they'd feel with and without a feature to find its place.
Choosing
Get the basics right first; delighters only count once nothing annoys people.
How to make a Kano model
- 1Draw the two axesKano model: features of an e-bikeNot done at allDone really wellDelightedFrustratedBasic needsPerformanceDelighters
- 2Draw the three curvesKano model: features of an e-bikeNot done at allDone really wellDelightedFrustratedBrakes that workA lock includedBasic needsPerformanceDelighters
- 3Place each featureKano model: features of an e-bikeNot done at allDone really wellDelightedFrustratedBrakes that workA lock includedBattery rangeLight weightApp finds a chargerLights that come on by themselvesBasic needsPerformanceDelighters
Helpful resources
Questions
- What does it help with?
This model provides a framework for understanding how different features of a product or service impact customer satisfaction, allowing organizations to prioritize development efforts effectively.
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