Lighting talk given at the Service Design Network (St. Louis chapter). "Kano Analysis for Service Design"

1. for
(What, Why, and How)

2. Created by Dr. Noriaki Kano
Roots in Lean Six Sigma
Product management oriented
Often viewed with a feature-first focus

3. Customer satisfaction is the key differentiator
Establishes a prioritization of customer needs
Clear delineation between surviving, controlling, and
transcending design
Services are just as measurable as products

4. Three classifications:
Dissatisfiers
Satisfiers
Delighters

5. Dissatisfiers

6. Satisfiers

7. Delighters

8. Ask two questions
Limit answers to five options

9. How do you feel…

10. I…

11. Delighted
Disgusted
Needs metNeeds not met

12. Delighted
Disgusted
Needs metNeeds not met
Must Be
(Dissatisfiers)

13. Delighted
Disgusted
Needs metNeeds not met
Performance Needs
(Satisfiers)

14. Delighted
Disgusted
Needs metNeeds not met
Attractive Needs
(Delighters)

15. Want
Do not want
Indifferent