1234*=Think about human dimensions,forces exerted,body postures,memorized information,user familiarity,information gathered,etc.-comfort,convenience,safety.56789101112131415161718Kano Model of Quality suggests relationships of dissatisfiers(unspoken wants),satisfiers(Give more of),and delighters(Wows)to customer satisfaction(CTS=Requirements Critical to Customer Satisfaction).Remove DissatisfiersAdd DelightsIncreaseIncrease Satisfiers1920212223Also called“House of Quality”24252627282930313233343536
