kano analysis for service design
TRANSCRIPT
for
(What, Why, and How)
Created by Dr. Noriaki KanoRoots in Lean Six SigmaProduct management orientedOften viewed with a feature-first focus
Customer satisfaction is the key differentiatorEstablishes a prioritization of customer needsClear delineation between surviving, controlling, and transcending design
Services are just as measurable as products
Three classifications:DissatisfiersSatisfiersDelighters
Dissatisfiers
Satisfiers
Delighters
Ask two questionsLimit answers to five options
How do you feel…
I…
Delighted
Disgusted
Needs met Needs not met
Delighted
Disgusted
Needs met Needs not met
Must Be (Dissatisfiers)
Delighted
Disgusted
Needs met Needs not met
Performance Needs (Satisfiers)
Delighted
Disgusted
Needs met Needs not met
Attractive Needs (Delighters)
Want
Do not want
Indifferent
