Do Not Ship Delighters Before Basics
Classify roadmap candidates as must-be, performance, delighter, indifferent, or reverse before prioritizing them.
Principle: Satisfaction depends on the type of need, not just the amount of work shipped. Kano Categories Must-be qualities are table stakes. Customers may not praise them, but they punish you when they fail. Performance qualities scale satisfaction with performance. Delighters create extra satisfaction because customers did not expect them. Indifferent items do not move satisfaction much. Reverse items make some customers less happy when you add more. Why It Works Kano prevents the team from comparing all features as if they create value the same way. A reliability fix and a delightful animation might both be small, but the…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in