Kano Model
Classify features as Basic, Performance, Delighter or Indifferent.
FEATURES · 3
Basic
If it HAS this feature…
If it does NOT…
Delighter
If it HAS this feature…
If it does NOT…
Delighter
If it HAS this feature…
If it does NOT…
SATISFACTION vs FUNCTIONALITY
Delighter
Performance
Basic
Indifferent
What is Kano Model?
The Kano model classifies features by how they affect satisfaction, using two survey questions per feature — how users feel if it's present, and if it's absent. It separates must-have basics from delight-driving extras.
Category = Kano evaluation of (functional answer, dysfunctional answer)
How to read your result
- Basic: expected — its absence frustrates, its presence is taken for granted.
- Performance: more is better — satisfaction scales with how well it's done.
- Delighter: unexpected extras that create outsized delight.
- Indifferent: users don't care either way — deprioritize.
Frequently asked questions
What are the two Kano questions?
For each feature: 'How do you feel if it HAS this?' (functional) and 'How do you feel if it does NOT?' (dysfunctional), each answered Like / Expect / Neutral / Tolerate / Dislike.
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