kano-model

name	kano-model
description	Use when deciding which customer needs or service features drive satisfaction, dissatisfaction, or differentiation. Use when applying the Kano Model consulting method and when a user asks for Kano Model, method execution, structured diagnosis, or action planning.
license	Apache-2.0

Kano Model

Use this skill to run Kano Model as a practical consulting method, not as a generic framework explanation.

Method Notes

• Classify features as must-be, performance, delighter, indifferent, or reverse.
• Kano categories shift over time; mark evidence age.

Required Inputs

Collect or infer these inputs before execution:

• features or service attributes
• customer segment
• satisfaction evidence
• dissatisfaction evidence

If an input is missing, do not block automatically. Mark it as missing, state the assumption used, and add a validation action.

When Not To Use

Do not use without a defined customer context and evidence of how feature presence and absence affect satisfaction. Kano classification alone does not set roadmap priority, cost, or sequence.

Adjacent Methods

• jobs-to-be-done: understand the progress the customer is trying to make.
• user-journey-mapping: locate attributes and pain points across a chronological experience.

Step-by-Step Execution

Step	Required input	How to execute	Output
Define feature set	Features/service attributes and target segment.	List attributes in customer language.	Kano item list.
Collect satisfaction evidence	Survey/interview/VOC data for presence and absence of each item.	Capture how customers react if the attribute exists or is missing.	Functional/dysfunctional response data.
Classify categories	Response data.	Classify must-be, performance, delighter, indifferent, or reverse.	Kano classification.
Interpret investment	Categories, segment, maturity, cost.	Decide baseline requirements, performance investments, and differentiating delighters.	Feature priority implications.
Refresh assumptions	Evidence age and market expectations.	Mark which classifications need revalidation over time.	Kano review plan.

Output Template

### 1. Scope And Evidence
Customer segment:
Decision:
Attributes tested:
Research basis:

### 2. Classification
| Attribute | Functional response | Dysfunctional response | Kano class | Confidence |
|---|---|---|---|---|
|  |  |  |  |  |

### 3. Investment Logic
| Attribute | Current performance | Priority | Reason |
|---|---|---|---|
|  |  |  |  |

### 4. Refresh Plan
| Assumption | Validation | Owner | Timing | Reclassification trigger |
|---|---|---|---|---|
|  |  |  |  |  |

### Evidence And Next Decision
- Confirmed facts:
- Assumptions:
- Missing evidence:
- Next action, owner, and timing:
- Expected signal and decision threshold:

Quality Gate

• Produce the method-specific outputs for Scope And Evidence, Classification, Investment Logic; do not substitute a generic framework summary.
• Tie every material score, causal claim, or stakeholder judgment to evidence or label it as an assumption.
• Include at least one disconfirming check, sensitivity, alternative explanation, or failure condition appropriate to the method.
• Convert the result into a named action or decision with an owner or stakeholder, timing, and observable signal.
• State missing inputs and the smallest validation action instead of inventing precision.
• Keep wording professional and plain enough that a smart non-specialist can use the output directly.