Kano Analysis of Agile Cambridge 2016
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The document discusses using the Kano model to analyze customer satisfaction with features of a product or service. The Kano model classifies features as basic, performance, excitement or indifferent based on customer responses. It describes conducting a survey using functional and dysfunctional questions to classify features in the model. The document provides examples of questions and instructs attendees to practice developing questions and classifying responses for features of Agile Cambridge using the Kano model.
Kano Analysis of Agile Cambridge 2016
- 1. Dave Grant – September 29, 2016 LET’S DO KANO ANALYSIS OF AGILE CAMBRIDGE 2016
- 2. PLEASE SEND FEEDBACK Please tweet me at @seize_the_dave; use #agilecam
- 3. AGILE PRODUCT DEVELOPMENT Building the Right Product BuildingtheProductRight Right Wrong Right Business Failure Success Maintenance Nightmare 💩
- 4. ABOUT KANO
- 7. INTRODUCTION TO KANO MODEL • Professor Noriaki Kano • 1980s • Product Development • Customer Satisfaction
- 11. BASIC FEATURES
- 13. Wheels
- 14. KANO MODEL: BASIC FEATURES Satisfaction Presence Basic
- 18. KANO MODEL: PERFORMANCE FEATURES Satisfaction Presence Basic Performance
- 19. EXCITER FEATURES
- 22. KANO MODEL: EXCITER FEATURES Satisfaction Presence Basic Performance Exciters
- 25. KANO MODEL: INDIFFERENT FEATURES Satisfaction Presence Basic Performance Exciters Indifferent
- 28. ACTIVITY: 3 MINS • Pair off • Play one round of Rock, Paper, Scissors • Winner finds another winner to play • Loser follows winner around chanting winners name • Continue until we have one person EXTREME ROCK PAPER SCISSORS
- 30. DEFINING FEATURES • Use clear language • Avoid brand names and jargon • Modifiable features • Use <adjective> <noun>, e.g. Fast WiFi, Strong Coffee • Non-modifiable features • Use <noun>, e.g. Map in Program Guide
- 31. ACTIVITY: 10-15 MINS • Write down each feature on a large post-it • Group features on wall • Elect one team member to help prioritise • Be ridiculous; don’t hold back PLANNING AGILE CAMBRIDGE 2017
- 32. KANO SURVEY
- 33. KANO SURVEY Functional form: • How do you feel if you have this feature? Dysfunctional form: • How do you feel if you do not have this feature? • Not necessarily complete absence QUESTIONS
- 34. KANO SURVEY Functional form: 1. How do you feel if you have decaf filter coffee? 2. How do you feel if there are pre-conference events? 3. How do you feel if there are free mobile charging points? Dysfunctional form: 1. How do you feel if you have decaf instant coffee? 2. How do you feel if there are no pre-conference events? 3. How do you feel if there are paid mobile charging points? QUESTION EXAMPLES
- 35. KANO SURVEY •I like it •I expect it •I am neutral •I can tolerate it •I dislike it ANSWERS
- 36. ACTIVITY: 10 MINS • In groups • Work through top 10 features on the board • For each feature: • Take it in turns to come up with questions • Fill in the first two columns on the sheet provided WRITE QUESTIONS
- 37. ANSWER MATRIX Like It Expect It Neutral Tolerate It Dislike It Like It Q E E E P Expect It R I I I B Neutral R I I I B Tolerate It R I I I B Dislike It R R R R Q Functional Dysfunctional
- 38. ANSWER MATRIX Like It Expect It Neutral Tolerate It Dislike It Like It Q E E E P Expect It R I I I B Neutral R I I I B Tolerate It R I I I B Dislike It R R R R Q Functional Dysfunctional
- 39. ANSWER MATRIX Like It Expect It Neutral Tolerate It Dislike It Like It Q E E E P Expect It R I I I B Neutral R I I I B Tolerate It R I I I B Dislike It R R R R Q Functional Dysfunctional
- 40. ANSWER MATRIX Like It Expect It Neutral Tolerate It Dislike It Like It Q E E E P Expect It R I I I B Neutral R I I I B Tolerate It R I I I B Dislike It R R R R Q Functional Dysfunctional
- 41. ACTIVITY: 5 MINS • Classify each of your answers • Write down classification on sheet provided CLASSIFY ANSWERS
- 42. ACTIVITY: 10-15 MINS • For each feature, move yourself to the right place • I’ll count and record numbers on the board • Were the results what you expected? COMPARE RESULTS
- 43. DECAY OVER TIME
- 44. KANO MODEL: DECAY OF FEATURES Satisfaction Presence Basic Performance Exciters Indifferent Decay
- 47. TIPS • Limit yourself to about 20 questions to avoid fatigue • Understand the segment you’re surveying • Make your questions are clear; about single features • Refer to the benefit a feature delivers • Consider a demo instead of questions