Universal Methods of Design

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, ...