In the year 1980s, Noriaki Kano -- a professor and consultant in the field of quality management -- observed how customer satisfaction is determined by whether the service is good and if it meets customers' expectations about what it should be. People can suss out these expectations and plan features that satisfy them (this know-your-users paradigm is central to user-experience design). However, features play off one another, and one that's poorly implemented negates the benefits of the others. In this article, the author will introduce you to the Kano model as a tool you should use to improve your results. The Kano model offers library administration a really quite smart decision-making framework for allocating the already limited budget and talent for the biggest impact. And especially in a climate in which libraries are experimenting with ways to increase usage and appeal to their patrons, it's a useful tool for avoiding duds -- which are prevalent -- and overpriced vendor services -- which are also prevalent.
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