Kano Analysis - A Prioritization Technique

Kano Analysis is a technique used to categorize features into different types based on customer satisfaction and functionality.

Categories of Kano Analysis

1. Delighters (Exciters)

These are high-value features that significantly enhance the user experience.

Example: The ability to receive online payments quickly using credit cards in an accounting system.

2. Satisfiers

These are features where the more you provide, the better the user satisfaction.

Examples:

• The ability to edit an invoice.
• Generating accounts payable and receivable reports.

3. Dissatisfiers

These are must-have features. Their absence makes users unhappy, but their presence does not necessarily add extra satisfaction.

Example: The ability to reset a password. It does not excite users but its absence causes frustration.

4. Indifferent Features

These features do not impact customer satisfaction significantly, whether they exist or not.

Key Aspects of Kano Analysis

• Functionality
• Performance
• Attractiveness
• Must-have features

Conclusion

For the exam, remember that Kano Analysis is a prioritization technique used to categorize features into different types based on user perception and satisfaction.