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The Kano Model

If you are looking for a tool to help you think and benchmark about customers’ satisfaction try the Kano Model published in 1984 by Dr Noriaki Kano a professor at the Tokyo University of Science.

Kano’s tool help us visualise customers’ emotions, needs met and possibly how well those needs have been met.

It could help with critical thinking around product features and if these are basic, high-performing or true excitement generators / delighter’s.

It also provides techniques to help us understand customers’ perspectives by assessing the satisfaction and sentiment.

For example, unlocking an iphone with a keypad is a basic customer expectation but using facial recognition is exciting/delighting.

When I use this tool, I usually use it to support prioritisation exercises.

Check it out Google : Kano Model

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