Kano model · IN SHORT
Organise product features by what they mean to customers. The skill combines presence and absence responses, distinguishes basics from performance and delight, and names what could be deferred.
Your brief
One respondent expects a booking confirmation and dislikes its absence. They like a personal welcome card but can live without it.
Possible draft
The first pair indicates a basic feature; the second suggests an attractive feature. These are one person’s responses. Investigate the segment before turning them into a roadmap priority.
01 / THE FOUNDATION
A classification table by customer segment, development proposals and five actions with a proposed timeline.
02 / SEE HOW IT WORKS
One respondent expects a booking confirmation and dislikes its absence. They like a personal welcome card but can live without it.
The first pair indicates a basic feature; the second suggests an attractive feature. These are one person’s responses. Investigate the segment before turning them into a roadmap priority.
This example shows the approach. It is not a client result or a guarantee of a particular outcome.
03 / GET STARTED
Record how the customer feels with and without each feature.
Use the evaluation table and retain contradictory responses, missing pairs and divided preferences.
Explain proposed building, improvement or deferral and review categories as expectations change.
04 / MAKE IT YOURS
Take the instructions, add your own context and review the draft. You stay in control.
Full informationDownload. Apply. Refine.
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