1. USER EXPERIENCE GRADING IN KANO CATEGORIES Vincent ter Maat UU - 3731340

2. What & Why? Product development Determine expected customer satisfaction Focus development based on customers’ needs Difficult but Kano helps.

3. How? Categorize features into Kano-categories

4. Steps Goal: Categorize features into Kano-categories 1. Define what you believe that the possible needs of your customers will be. 2. Construct a questionnaire 3. Evaluate the results (categorize features) 4. Prioritize features and plan the development

5. Step 1: Define possible needs Brainstorm Example: Coffeemachine Fresh beans instead of pads Pre-contained cups Auto-stop coffee flow when cup is full etc.

6. Step 2: Construct questionnaire Consists of functional and dysfunctional questions 1. How would you feel if the coffee machine has an auto- stop feature? 2. How would you feel if the coffee machine hasn’t got an auto-stop feature? Answers: like it | must be | neutral | live with it | dislike

7. Step 3: Evaluate results

8. Step 4: Prioritize features and plan Satisfaction: Dissatisfaction:

9. PDD

10. Literature 1984 Introduction (Kano) 1993 Improved the model (Berger) 2006 Imperfections and implications and introduction of self-report approach. (MacDonald) 2008 literature review of 33 papers. (Lofgren)

11. Questions