DESIGN FOR DELIGHT WITH THE KANO MODEL

Delightful, excellent, fantastic, awesome, great, incredible, satisfaction.

Which of the above differs from the others? — Why aiming for satisfaction, when we can build for delight?

Developed by Japanese economist, the Kano Model shows how to map a customer’s journey from frustration to delight – and keep them there. These are the main principles in the Kano model:

  1. Eliminate unused features to avoid experiences rotting.
  2. Look out for missed and failed expectations.
  3. Use joy, flow and meaning to define what pleases users and customers.
  4. Remember that today’s “OMG” is tomorrow’s “same old, same old.”
  5. Innovating our way to aspirational experiences, one small step at a time.

When following these 5 steps, we are on our way to a winning a strategy.

Source: “Understanding the Kano Model – A Tool for Sophisticated Designers,” by Jared Spool

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