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Description
Flashcards by Charlotte P, updated more than 1 year ago
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Created by Charlotte P
about 4 years ago
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| Question | Answer |
| Purpose of Kano Analysis? | Identifies what product features/qualities will be a significant differentiator in the market & help improve customer satisfaction. |
| What are the 4 elements of Kana Analysis (TPEI) 1. T_________ 2. P_________ 3. E_________ 4. I_________ | 1. Threshold 2. Performance 3. Excitement 4. Indifferent |
| Threshold Attribute = | Must be present for customers to be satisfied with the solution (minimum requirements). Absence of these features will cause dissatisfaction! |
| Performance Attribute = | The more performance features the better! |
| Excitement Attribute = | Customer doesn't know they want these until they see them (surpasses customer expectations) |
| Indifferent Attribute = | Features add no value whatsoever and customers do not want them |
| Functional Form vs Dysfunctional form | How do you feel is feature/characteristic is present? vs How do you feel is feature/characteristic is not present? |
| STRENGTHS of Kano Analysis? | - Applicable for consumer & non-consumer products - Analysis can help to prioritise features based on desired position in the market |
| WEAKNESSES of Kano Analysis? | - Only identifies customer satisfaction as measurer - Customer expectations can change over time (excitement can become threshold e.g. google search engine now expected format) |
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