Kano Analysis for Service Design
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Transcript of Kano Analysis for Service Design
![Page 1: Kano Analysis for Service Design](https://reader031.fdocuments.net/reader031/viewer/2022030314/58a0ed271a28abad6d8b5e87/html5/thumbnails/1.jpg)
for
(What, Why, and How)
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Created by Dr. Noriaki KanoRoots in Lean Six SigmaProduct management orientedOften viewed with a feature-first focus
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Customer satisfaction is the key differentiatorEstablishes a prioritization of customer needsClear delineation between surviving, controlling, and transcending design
Services are just as measurable as products
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Three classifications:DissatisfiersSatisfiersDelighters
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Dissatisfiers
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Satisfiers
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Delighters
![Page 8: Kano Analysis for Service Design](https://reader031.fdocuments.net/reader031/viewer/2022030314/58a0ed271a28abad6d8b5e87/html5/thumbnails/8.jpg)
Ask two questionsLimit answers to five options
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How do you feel…
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I…
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Delighted
Disgusted
Needs met Needs not met
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Delighted
Disgusted
Needs met Needs not met
Must Be (Dissatisfiers)
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Delighted
Disgusted
Needs met Needs not met
Performance Needs (Satisfiers)
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Delighted
Disgusted
Needs met Needs not met
Attractive Needs (Delighters)
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Want
Do not want
Indifferent
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