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:
- Eliminate unused features to avoid experiences rotting.
- Look out for missed and failed expectations.
- Use joy, flow and meaning to define what pleases users and customers.
- Remember that today’s “OMG” is tomorrow’s “same old, same old.”
- 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