Learn how 'The Kano Model' may help you in Product Improvement, UX Design and achieve great User Experience.

Today, We have an interesting model for Product Managers, UX Designers and CX Managers to look on- KANO MODEL

The Kano Model is a customer satisfaction framework that helps businesses prioritize features in their product development process. The model categorizes features into different categories based on their impact on customer satisfaction.

Let's take the example of a digital app that helps users track their daily water intake. The app currently has basic features such as recording water intake, setting reminders, and tracking progress. However, to improve customer satisfaction and attract new users, the company wants to add new features to the app.

Using the Kano Model, the company can categorize the potential new features into the following categories:

1. Basic (Must-haves): These are features that customers expect as a baseline requirement. For a water tracking app, this could be the ability to set daily goals, record water intake, and track progress.
2. Satisfiers (Performance drivers): These are features that improve customer satisfaction when they are present and decrease satisfaction when they are absent. For a water tracking app, this could be the ability to sync data with other health apps or devices, set custom goals based on body weight, and provide personalized recommendations for hydration.
3. Delighters (Excitement): These are unexpected features that have a significant positive impact on customer satisfaction. For a water tracking app, this could be the ability to gamify the experience with rewards and challenges, provide detailed analysis of water intake patterns, and integrate social features to compete with friends.
4. Indifferent Attributes: These are features that do not significantly impact customer satisfaction. For a water tracking app, this could be features such as the ability to change the color scheme or font size.
5. Reverse Attributes: These are features that can actually decrease customer satisfaction when they are present. For a water tracking app, this could be features such as ads that disrupt the user experience or complicated sign-up processes.

By using the Kano Model, the company can prioritize the features that will have the greatest impact on customer satisfaction and allocate resources accordingly. This can result in a better overall product that meets customers' needs and exceeds their expectations.

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