APPLY THE KANO MODEL TO IMPROVE UX THE KANO MODEL IS A TOOL FOR VISUALIZING THE RELATIONSHIP AMONG FEATURES IN A MEANINGFUL WAY.

摘要

In the 1980s, Noriaki Kano-a professor and consultant in the field of quality management-observed how customer satisfaction is determined by whether the service is good and if it meets customers' expectations about what it should be. We can suss out these expectations and plan features that satisfy them (this know-your-users paradigm is central to user-experience design). However, features play off one another, and one that's poorly implemented negates the benefits of the others.