What is the Kano Model?

The Kano Model is a user research framework that categorizes product features based on their impact on customer satisfaction. Developed by Professor Noriaki Kano, this model helps organizations understand which features will delight customers, which are essential, and which may not influence satisfaction at all.

When to use the Kano Model?

The Kano Model is particularly useful during product development and user research phases. It should be employed when organizations seek to prioritize features based on customer needs and expectations, ensuring that they allocate resources effectively to enhance user satisfaction.

When not to use the Kano Model?

The Kano Model may not be suitable in scenarios where customer needs are highly variable or when dealing with niche markets where traditional classification may not apply. Additionally, it should not be relied upon as the sole tool for decision-making; instead, it should complement other user research methods.

What is the anatomy of the Kano Model?

The Kano Model consists of several categories of features: Must-be (basic needs), One-dimensional (performance needs), Attractive (excitement needs), Indifferent (neutral needs), and Reverse (dissatisfiers). Understanding these categories allows teams to strategically enhance product offerings based on user expectations and satisfaction levels.