CSAT-NPS-PROGRAMS5 MIN READ
Dialogue: Reframe Feature Requests With the Kano Lens
Use the Kano model in conversation to distinguish must-haves, performance drivers, and delighters.
Marta M Product manager 1 Set the lens 2 Classify the request 3 Use it in prioritization Roadmap pressure 20 sec Twelve asks, one roadmap Marta is staring at a list of customer requests with no structure for comparing them. A flat request list hides the difference between broken basics and optional delight. Kano lens 1 min Sort the demand Must-be -> Performance -> Attractive
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