What is the Kano Model and what is it used for?

Kano Model is a methodology for assessing and classifying product requirements and features from the perspective of user satisfaction. It helps to understand which features are truly important to customers and how they impact their satisfaction.

Main categories of features according to the Kano Model:

• Basic (Must-be): features expected by users. Their absence causes dissatisfaction, but their presence does not increase satisfaction.
• Performance: features that directly influence satisfaction — the better they are, the higher the satisfaction.
• Delighters: unexpected features that significantly increase satisfaction, but their absence does not cause dissatisfaction.
• Neutral: features that do not affect satisfaction.
• Reverse: features that can cause dissatisfaction when present.

Applying the Kano Model helps prioritize product development by focusing on features that will bring maximum value and satisfaction to users.