Kano Analysis for Service Design
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Dr. Noriaki Kano developed a model within lean six sigma product management that prioritizes customer satisfaction by categorizing needs into dissatisfiers, satisfiers, and delighters. This framework emphasizes measurable design services alongside products and encourages understanding customer feelings through specific questioning. Ultimately, it aims to enhance product development by aligning features with customer expectations.
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Kano Analysis for Service Design
- 1. for (What, Why, and How)
- 2. Created by Dr. Noriaki Kano Roots in Lean Six Sigma Product management oriented Often viewed with a feature-first focus
- 3. Customer satisfaction is the key differentiator Establishes a prioritization of customer needs Clear delineation between surviving, controlling, and transcending design Services are just as measurable as products
- 5. Dissatisfiers
- 6. Satisfiers
- 7. Delighters
- 8. Ask two questions Limit answers to five options
- 9. How do you feel…
- 10. I…
- 12. Delighted Disgusted Needs metNeeds not met Must Be (Dissatisfiers)
- 13. Delighted Disgusted Needs metNeeds not met Performance Needs (Satisfiers)
- 14. Delighted Disgusted Needs metNeeds not met Attractive Needs (Delighters)