56. Kano Model of customer satisfaction
Delighted
customer
subjective satisfaction level
Poor Very good
execution execution
quality of execution
Unhappy
customer
57. Kano Model of customer satisfaction
Delighted
customer
performance needs
Poor Very good
execution execution
Unhappy
customer
66. Kano Model of customer satisfaction
Delighted excitement needs
customer
performance needs
Poor Very good
execution execution
basic needs
time
Unhappy
customer
67. Don Norman, user experience pioneer
“ It is not enough that
we build products
that function, that are
understandable and
usable, we also need
to build products that
bring joy and
excitement, pleasure
and fun, and, yes,
beauty to people’s
”
lives
68. Slides at clearleft.com/slides/paul/sxsw09
Thank you
Paul Annett
paul@clearleft.com
twitter.com / nicepaul
youtube.com / nicepaul
del.icio.us / paulannett / sxsw09
These slides are released under a
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