Categorize features based on customer delight vs. dissatisfaction.
Product ManagementBasic expectations. If missing, customers are unhappy. If present, users are neutral.
Basic expectations. If missing, customers are unhappy. If present, users are neutral.
The Kano Model categorizes features based on how they influence customer satisfaction. It divides requirements into five groups: Must-Have, Performance, Delighters, Indifferent, and Reverse. It’s especially helpful during roadmap planning.
It helps PMs balance core needs, competitive differentiators, and innovation. User research and surveys determine how users perceive features in this framework.
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