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I have been asked by a client to provide justification for the usage of the Kano Model.
I believe I have sufficiently convinced them of the benefits and value, but the one thing I am lacking is statistics to prove that this is a widely used model in the UX industry.
Have there been any surveys on usage of Kano or at the very least is there a list of companies using it for product development?
Any information you can share would be immensely helpful.
I'm confused about this one as to really dig into the heart of the Kano model its really about justifying Product Management in an nutshell. You could map potential health index reports (ie some products will likely have some health report they get via surveys, usability studies etc etc that could point to a Kano inference but it'd be honestly a little murky / bias driven anyway).
Kano isn't really a specific methodology or framework for scientific qualitative analysis of UX inside a product (website or desktop), it's simply as your wikipedia link suggests a "theory" only.
You could kind of cheat at this by creating a Risk Matrix style chart, swap out the Y axis for "incentive" and the X axis for "Behavior" ..then survey people to determine their WoW Effect by asking them for a scoring for first reactionary response(s) to the experience. Then keep testing the people as they use the same experience over time, essentially what you're looking for then is the decay point, in which the incentive to use drops but the behavior trends normal (in most situations if the user HAS to use the experience the behavior normally trends upwards but incentive dissipates early).
Also in order to really get into the heart of the Kano Model the Product itself has to have its features broken down into tier1, tier2, tier3 etc hierarchy then have Persona(s) that are supposed own these features be isolated and identified. Then you then have to survey each Persona to determine its health index at each persona level in order to define a complete picture.
Bottom line is it's a case by case basis depending on the Product and how mature the Product Manager is. I used to be a Product Manager of Microsoft .NET and i'd say i rarely met Product Managers in Adobe/Google/Microsoft/etc that even would consider doing the surveys let alone sharing them.
Haven't seen any stats, but I think what you could do is to collect information for your specific products and make some analysis based on the categories of features implemented per release and how it relates back to sales (revenues generated, new customers, etc) and customer support metrics (complaints, positive feedback, etc).
For example:
Obviously you'll need a lot more data and have a number of different releases to read more into the benefit of such an analysis, but perhaps there are things which become apparent quickly such as if you are in a competitive market and you fail to address Basic Needs in a specific release and the number of existing customers drop off, or if you fail to add Delighters in a specific release and the number of new customers decrease.
I'd love to see if anyone else has done something similar or what everyone's thoughts are on this type of analysis. One of the difficulties of doing this kind of analysis is that the customer's perception of the Basic versus Performance Needs changes, and it would require a very good setup to be able to continuously monitor and track this type of information.
