< Back to Guru Views

KANO Model

Prioritize customer satisfaction by promoting items according to their potential to delight your customers versus the time and resources it’d take to develop them.

icons

Customer-centric

Systematic approach

Prioritize ‘wow-factor’ features

Easy-to-leverage methodology

Differentiate Your Product and Delight Your Customers

View and define your items according to their potential effect on your customer satisfaction levels. Simple drag-and-drop functionality makes it easy to designate items as either Basic, Performer, or Exciter. You can Sort, Group, and Filter items to empower data analysis from a variety of different perspectives. Customize your views with additional fields and add formulas to streamline the prioritization process.

FAQs

Why should I use the Kano Model view for prioritization?

Use the Kano model view when you want insight into how customers will react to the items in your backlog. Kano makes it easy to prioritize the right combination of features to offer a viable product that can potentially improve customer satisfaction levels and even delight your customers.

How should I use the Kano Model view?

Configure each of your items according to 3 different categories — Basic, Exciters and Performers. Basic are those items that your customers expect to see in the product you’re developing. These items must be developed as without them your customers will be unsatisfied. Exciters are items that your customers might not even expect to see in the product, but including them and investing in them will generate a disproportionate increase in customer satisfaction and a positive response to your product. Performers are features that generate a linear correlation in customer satisfaction in accordance with the effort you invest. For example, increasing the processing power of a laptop computer. While sufficient processing power is a basic expectation, doubling that metric could actually double the delight of the user.

Who are the relevant stakeholders for Kano Model view?

This view is especially relevant for stakeholders interested in customer-satisfaction focused metrics. Kano delivers data-driven objectivization that shows how the development of a specific item can affect your customers’ level of satisfaction with your products.

What outcomes should I expect with the Kano Model view?

Using the Kano Model view you’ll be able to measure customer satisfaction, understand which of your backlogged items can provide it and even see how you can take customer satisfaction to the next level — customer delight.

What’s the origin of the Kano Model view?

The Kano Model was originally conceived in 1984 by Japanese researcher and consultant, Noriaki Kano. He believed that customers’ satisfaction with their products is derived from the level of functionality that it provides. He determined that features can be classified into different categories detailing their impact on the customer.

Join thousands of product managers
who use and love Craft.io