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Kano Model

Posted in Business Strategy, Customer Experience, Experience Design, and Innovation

Kano Model
Kano Model

A product or service feature will drift over time from a delightful innovation to a basic need. The drift is driven by customer expectations and by the level of performance from competing products.

For example mobile phone batteries were originally large and bulky with only a few hours of charge. Over time we have come to expect more battery life on smaller, lighter mobile devices. Battery technology have had to change to keep up with customer expectations.

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