If you are among the 19 million people Apple predicts will buy an Apple Watch, I have some bad news for you — I’m betting there is an important feature missing from the watch that’s going to drive you nuts.
That doesn’t mean you shouldn’t buy one. In fact, I’m ordering one myself. However, this paradox illustrates an important lesson for the way companies design their products.
Rarely are v.1 products very good. How is it, then, that some products thrive despite flagrant shortcomings?
Meet Mr. Kano
To find out why you’ll likely be disappointed by the Apple Watch, meet Professor Noriaki Kano. In the 1980s Professor Kano developed a model to explain a theory of customer satisfaction.
Kano believes products have particular attributes, which are directly responsible for users’ happiness. He discovered that some qualities matter more than others. Kano describes three product attribute types — (loosely translated from Japanese as) delightful, linear, and hygienic features.