POST 15: CUSTOMER SATISFACTION

Kano (from a japanese researcher named Kano) analysis is a quality measurement tool which is used to determine which requirements are important. All identified requirements may not be of equal importance to all customers. Kano analysis can help you rank requirements for different customers to determine which have the highest priority.

It then helps us, as designers to focus on the aspects that are more important so that we can assure that the space will be enjoyable for everyone and that is how we know that the design is successful.


4 types of customer needs we need to consider:
  1. The ‘Surprise & Delight’ factors. These really make your product stand out from the others. Example, a passenger jet that could take off vertically.
  2. The ‘More is Better’. E.g. a jet airliner that uses a little less fuel than the competition.
  3. The ‘must be’ things. Without this, you’ll never sell the product. E.g. A jet airliner that cannot meet airport noise regulations.
  4. Finally, there are the ‘dissatisfiers’, the things that cause your customers not to like your product. E.g. a jet airliner that is uncomfortable to ride in.


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