Kano Model talks

The Kano model, developed by Noriaki Kano, sorts product features by how they affect customer satisfaction. Basic features are expected, and their absence causes dissatisfaction; performance features increase satisfaction the better they are; and delighters are unexpected features that create satisfaction when present but are not missed when absent. Over time, delighters tend to become expectations.

For product and UX teams, the model helps prioritise: getting the basics right first, then investing in what genuinely pleases people.

The talk here is Using the Kano Model to Build Delightful UX by Jared Spool. The delighters pattern in the UI-Patterns.com library builds on the same idea.