This is a quick video outlining the relationship between customer satisfaction and product design. As a designer/facilitator of programs, I have found the Kano Diagram useful when thinking through what features matter most to a constituency and, in turn, establishing a priority for my time and a guide for others in the development and running of programs and services. The process can be useful as part of an evaluative framework applied to programs that have been running for a while -- are they still relevant to the field and are we still … [Read more...]