Product KANO model of customer needs and delight analysis in Product management

The model assigns three types of attribute (or property) to products and services:


1. Threshold Attributes (Basics). These are the basic features that customers expect a product or service to have.


For example, when you book into a hotel, you'd expect hot water and a bed with clean linen as an absolute minimum.


2. Performance Attributes (Satisfiers). These elements are not absolutely necessary, but they increase a customer's enjoyment of the product or service.


Returning to our example, you'd be pleased to discover that your hotel room had free superfast broadband and an HD TV, when you'd normally expect to find paid-for wi-fi and a standard TV.


3. Excitement Attributes (Delighters). These are the surprise elements that can really boost your product's competitive edge. They are the features that customers don't even know they want, but are delighted with when they find them.


In your hotel room, that might be finding the complimentary Belgian chocolates that the evening turn-down service has left on the bed.


Ref: 

A. 

https://www.mindtools.com/asoc84u/kano-model-analysis

B.

https://sapioresearch.com/kano-analysis/


C.

KANO Model: Video with detailed illustration With Practical Examples

https://www.youtube.com/watch?v=E_LkqbyZxpg 

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