Kano Analysis

The Kano Analysis was developed by Noriako Kano, an educator, lecturer, writer and consultant in the field of quality management. It is a method used for classifying and categorizing requirements (user stories) based on their impact to customer satisfaction. The Kano Analysis model utilizes four categories into which each requirement can be classified:

  • Must Have/Must Be. This includes baseline features and functional barriers to entry. Without these features, customers won’t use the product.
  • Satisfiers. These are the features that a customer will generally expect. They make the difference between a satisfying user experience and one that is simply adequate. The more satisfiers, the better.
  • Exciters and Delighters. These are the features that delight your customers. They love your product because of these features. Generally, these are product differentiators.
  • Dissatisfiers. These are features that customers do not want. They should not be delivered. Dissatisfiers emerge as a backlog ages and better ideas are identified and delivered.

What’s Next?

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