Kano Diagram Template

The Kano diagram, also known as the Kano model, is a tool used in product development and quality management to categorize and prioritize product features based on their impact on customer satisfaction. Developed by Professor Noriaki Kano in the 1980s, the model helps to understand which features will delight customers, which will meet their basic needs, and which will have little or no impact on their satisfaction.

### When to Use the Kano Model

The Kano model is particularly useful during:

1. Requirements Gathering: When defining the features of a new product or service, the Kano model helps prioritize which features to include based on their impact on customer satisfaction.

2. Product Design: During the design phase, the Kano model assists in focusing on features that will maximize customer satisfaction and differentiate the product from competitors.

3. Continuous Improvement: After a product is launched, the Kano model can be used to evaluate customer feedback and adjust the product features in future iterations to enhance satisfaction.

How to Use the Kano Model

1. Identify Features: List all potential features or attributes of the product.

2. Customer Survey: Conduct a survey asking customers two questions for each feature:

   - Functional question: How do you feel if the feature is present?

   - Dysfunctional question: How do you feel if the feature is absent?

3. Classify Features: Based on the survey responses, classify each feature into one of the Kano categories (Basic, Performance, Excitement, Indifferent, or Reverse).

4. Prioritize Development: Use the classification to prioritize which features to develop. Focus on implementing Basic and Performance features well and consider adding Excitement features to delight customers.

5. Iterate: Continuously gather customer feedback and use the Kano model to refine and improve the product over time.