Article · 12 min read

The Kano Model: prioritizing features that delight

Carlos Gonzalez de Villaumbrosia · Product School Free Intermediate

Not all features move satisfaction the same way, and Kano gives you a lens to tell basics from performance features from genuine delighters. It stops you from over investing in things customers merely expect while ignoring the small surprises that earn loyalty. A useful complement to a pure scoring frame when you are weighing the emotional payoff of an idea.

• Sort features into must be, performance, and delighter buckets
• Missing basics hurts more than adding another performance feature
• Delighters are unexpected and can create outsized satisfaction