Kano Model Template

The Kano model has two axes, satisfaction and functionality. The four quadrants are attractive, performance, indifferent, and must-be. Teams can use this model to understand, prioritize, and integrate customer requirements into their products. By understanding which requirements are most valuable to customers, they can plan and use resources wisely

What are the four categories in the Kano model?

The Kano model classifies features into four categories based on how customers might react to them.

1. Performance: The more of this feature you receive, the greater your satisfaction will be.
2. Must-be: If your product doesn't have certain features that customers expect, they will view your project as being bad or incomplete.
3. Attractive: Even though you don't strictly need these features, people will respond positively to them.
4. Indifferent: This feature has no impact on you. Organizations usually avoid working on features that fall into this category because they are a waste of resources.

Step 1: Gather the entire team

To begin, ensure that all relevant stakeholders are present at the start of the session. It is crucial to have active participants who possess firsthand knowledge of task execution and the effort involved.

Step 2: Define objectives and team goals

Encourage the team to collectively brainstorm and identify their primary objectives and team goals. This process allows for alignment and a shared understanding of the overall mission.

Step 3: Construct a 4-quadrant chart

Create a chart divided into four quadrants. This matrix will have two axes: the level of effort required for each task and the potential impact that task completion can have. The four quadrants represent: quick wins (maximum impact, minimal effort), major projects (maximum impact, maximum effort), fill-ins (minimal impact, minimal effort), and time wasters (minimum impact, maximum effort).

Step 4: Assign individual tasks to the appropriate quadrant

Plot each task that the team is considering or planning onto the matrix, based on the estimated effort and potential impact of each action. It is important to review this step thoroughly with the entire team to ensure accuracy.

Step 5: Develop an action plan based on the findings

With a comprehensive understanding of the effort and impact associated with each task, prioritize them accordingly and determine which ones should receive the most attention and resources in the future. This process allows for effective resource allocation and task prioritization.