Read Kano Before You Chase Delight

The move: earn the right to delight by protecting basics first. Basics prevent dissatisfaction Users often do not thank you for basics because they assumed them. That does not make basics low value. It means their value appears as trust preservation. Performance features compete visibly Speed, accuracy, capacity, and control usually create more satisfaction as they improve. These are good candidates for measured investment. Delighters differentiate after trust exists A delighter surprises users in a useful way, but it becomes irritating if the core job still fails.

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