37: Unexpected delights – a geek’s guide to the Kano model


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This is the story of why I’m going to be disappointed with 99% of all airlines for the foreseeable future.

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Link of the Day: Kano tutorial via Mountain Goat Software


This content was originally published more than five years ago and is archived here for preservation.

More up-to-date content is available on this blog.


Kano: mandatory, linear and exciter features impact customer satisfaction differently

An intriguing and nonintuitive aspect of customer satisfaction is that sometimes the feature that provides the most satisfaction is one that customers didn’t know they wanted until they saw it. – Mike Cohn

For how long have you been prioritising features without taking customer satisfaction into consideration?  Kano analysis provides a great way to understand which are the mandatory features you need in your product just to play the game, which increase satisfaction in a linear fashion, and which are the features that will delight and excite your customers.

Take a read here: I Didn’t Know I Needed That! | Mountain Goat Software.