A rapid Kano-based approach to identify optimal user segments

Reynir Smari Atlason*, Arnaldur Smari Stefansson, Miriam Wietz, Davide Giacalone

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

Abstract

The Kano model of customer satisfaction provides product developers valuable information about if, and then how much a given functional requirement (FR) will impact customer satisfaction if implemented within a product, system or a service. A limitation of the Kano model is that it does not allow developers to visualize which combined sets of FRs would provide the highest satisfaction between different customer segments. In this paper, a stepwise method to address this shortcoming is presented. First, a traditional Kano analysis is conducted for the different segments of interest. Second, for each FR, relationship functions are integrated between x = 0 and x = 1. Third, integrals are inserted into a matrix crossing segments and FRs, where FRs with the highest sum across the chosen segments are identified. Finally, the functions of the chosen segments with the smallest interval, define the FRs appealing to the biggest target group. The proposed extension should assist product developers within to more effectively evaluate which FRs should be implemented when considering more than one combined customer segment. It shows which segments provide the highest possibility for high satisfaction of combined FRs. We demonstrate the approach in a case study involving customers’ preference for outdoor sports equipment.

Original languageEnglish
Pages (from-to)459-467
Number of pages9
JournalResearch in Engineering Design
Volume29
Issue number3
DOIs
Publication statusPublished - 1 Jul 2018

Bibliographical note

Publisher Copyright:
© 2018, Springer-Verlag London Ltd., part of Springer Nature.

Other keywords

  • Customer satisfaction
  • Innovation
  • Kano model
  • Segmentation

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