Years ago, we came across the work of Noriaka Kano, a Japanese expert in customer satisfaction and quality management. In studying his writing, we learned about a model he created in the 1980s, known as the Kano Model.
This model predicted the reaction of users as the key elements of Flickr’s personalized homepage propagated to other web sites. It predicted why users were initially delighted and why the delight faded over time.
We find the Kano Model to be an indispensable tool for designers. Let’s take the model apart, so we can understand why it’s so useful.