SYNTHESIS / ANALYSIS TECHNIQUE
50 Kano Analysis
Not all product attributes are equally important to the customer. Use Kano Analysis to determine which product attributes have the greatest impact on customer satisfaction.1
Kano Analysis is based on the philosophy that the constant addition of new features—the “more is better” approach—is an ineffective strategy when trying to improve customer satisfaction.2 Instead, when the Kano model is used in surveys and interviews, design teams have a framework to determine and prioritize which product attributes are more important to the customer. By assigning each product attribute (e.g., features, offerings, ...
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