May 2023
Intermediate to advanced
132 pages
13h 52m
English
book
Universal Principles of Design, Updated and Expanded Third Edition
by William Lidwell, Kritina Holden, Jill Butler
Content preview from Universal Principles of Design, Updated and Expanded Third Edition
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102 Kano Model
A model for understanding customer needs and then prioritizing design features accordingly.
The Kano model, proposed by the professor Noriaki Kano, describes the relationship between product features and customer satisfaction. The English translations of his research vary, but the model basically proposes the existence of three key feature categories.1
- Delighter features — Product features that create surprise and delight. Customers are typically unaware of delighters or the problems they solve until they are experienced, after which they can’t imagine life without them. This also means that designers can’t identify delighters by asking or surveying users because customers have no frame of reference for the features. Because ...
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