Great Big Agile: An OS for Agile Leaders

© Jeff Dalton 2019

Jeff DaltonGreat Big Agilehttps://doi.org/10.1007/978-1-4842-4206-3_37

37. Kano Model

Jeff Dalton¹ 

(1)

Waterford, MI, USA

 

Description

The Kano Model is a technique used in product development to identify the most appropriate mix of features in order to maximize the satisfaction of a product. When using the Kano Model, product features are grouped into three categories: Basic, Performance, and Exciters. The Basic category contains features that the product is expected to have. For example, if the product is an automobile, turn signals would be considered a basic feature. These features do not drive satisfaction with the product, but the absence of a Basic feature can lessen customer satisfaction with a product. The Performance category ...