In the 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. We 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.


If you like, you can download the MP3 or subscribe to LibUX on StitcheriTunes, YouTube, Soundcloud, Google Music, or just plug our feed straight into your podcatcher of choice.


Also published on Medium.

Michael Schofield is a service and user-experience designer specializing in libraries and the higher-ed web. He is a co-founding partner of the Library User Experience Co., a developer at Springshare, librarian, and part of the leadership team for the Practical Service Design community.