Kano Analysis for Service Design

for

(What, Why, and How)

Created by Dr. Noriaki KanoRoots in Lean Six SigmaProduct management orientedOften viewed with a feature-first focus

Customer satisfaction is the key differentiatorEstablishes a prioritization of customer needsClear delineation between surviving, controlling, and transcending design

Services are just as measurable as products

Three classifications:DissatisfiersSatisfiersDelighters

Dissatisfiers

Satisfiers

Delighters

Ask two questionsLimit answers to five options

How do you feel…

I…

Delighted

Disgusted

Needs met Needs not met

Delighted

Disgusted

Needs met Needs not met

Must Be (Dissatisfiers)

Delighted

Disgusted

Needs met Needs not met

Performance Needs (Satisfiers)

Delighted

Disgusted

Needs met Needs not met

Attractive Needs (Delighters)

Want

Do not want

Indifferent