Back to the Playbook
Strategy & DiscoverySD-10
How to use the Kano model
Distinguish customer-derived satisfaction categories from provisional team hypotheses; reassess categories as expectations evolve.
Product statusAssisted workflowThe paired survey is collected with your customers; Teklens prepares the questions and analyses the responses you bring.
Input3 required inputsCandidate capabilities · Paired Kano responses or labelled exploratory research · Initiative focus and approved Product Brain guidance
SkillsAnalyse satisfaction with the Kano lens · Prepare task contextResearcher + Product Researcher Agent
OutcomeKano analysis: paired questions or response distributions, classification per capability with ambiguity, and implications for investment.Artifact: Kano analysis
Owner
Researcher
Human-led
Participants · Agents
Product ManagerProduct Researcher Agent
Trigger
Candidate capabilities and a relevant customer segment are chosen.
Required context
JiraCandidate capabilitiesCustomer evidencePaired Kano responses or labelled exploratory researchProduct BrainInitiative focus and approved Product Brain guidance
Optional context
Product BrainSegment definitionsFilesReach and effort estimates
Skills
Analyse satisfaction with the Kano lensPrepare task context
Suggested conversation arc
- 1Prepare paired feature questionsDescribe each capability neutrally and prepare present/absent questions with consistent response options for the selected segment.Skills: Prepare task context · Analyse satisfaction with the Kano lens
- 2Collect customer responsesGather actual paired answers and participant context. If only qualitative evidence is available, label classification as provisional rather than a completed Kano survey.
- 3Classify satisfaction patternsInterpret paired answers as basic, performance, attractive or indifferent where supported; retain contradictory or unclassifiable responses and segment differences.Skills: Analyse satisfaction with the Kano lens
- 4Agree the investment balanceDiscuss unmet basics before delighters and combine satisfaction evidence with reach and effort. Set a trigger for revisiting changing expectations.
Output
Kano analysis: paired questions or response distributions, classification per capability with ambiguity, and implications for investment.
Artifacts
Creates: Kano analysis
What good looks like
- Measured classification and conceptual hypotheses are clearly separated.
- Ambiguous responses and method limitations remain visible.
- No claimed survey findings without response data.
Quality gate
The Product Manager agrees the investment balance and the trigger for reassessment.
Destination
Product BrainTeklens only
Usually next
People and agents work from the same Product Brain. The owner stays accountable. Assigned agents prepare and check. A named person approves at the gate.
Choose the path that matches your role.
Set the Product AI direction with us, or test the shared Product Brain on real work with Jira and code.