Glossary Term
Kano Model
A way to sort features by how customers feel about them: basics they expect and only notice when missing, performance features where more is better, and delighters nobody asked for but love. It explains why polishing a basic adds no excitement, and why today's delighter becomes tomorrow's expectation.
Example: A booking app's customers expect confirmation emails (a basic), value faster search (a performance feature) and are surprised by automatic rescheduling when a provider cancels (a delighter). The team stops polishing the emails, invests in search speed, and prototypes rescheduling as the thing that sets the product apart.
Another way to rank features: the RICE framework
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