KANO SURVEYS
Let me introduce Wills’ KANO survey tool:
Will is a former software engineer, now product manager. He is building KanoSurveys.com because he loves the Kano analysis technique and couldn't find a great tool to help him apply it.
He is planning to build out the KanoSurveys.com platform into the market's best customer satisfaction tool. Here's how he wants to achieve it:
The vision - Kano has two main problems:
1 Running and analyzing surveys is hard
It's hard to actually execute because of the special format of the surveys and bespoke analysis. A high quality participant user experience is vital to the quality of the insight so standard survey tools are often sub par for Kano. Then importing and exporting data between different systems and possibly writing custom code to perform detailed analysis is just too high a barrier.
This means people are put off Kano before they've been able to try it, even though they want to because it's taught in schools, on blogs, in conferences and so on.
The vision is to build a platform that fulfills all the normal criteria expected of a great user research tool - it does the job well, it's easy to use, configurable, brandable, automated so it does all the heavy lifting for you, real-time so you're always getting the latest info, and so on.
2 Applying Kano insight is hard
The insight can be hard to apply because the basic categorization is quite high level, and so it's not obvious how that feeds into a roadmap or how to use that insight to prioritize your work.
We need more detailed analysis to dig into the data (classic discrete analysis, new continuous analysis, confidence levels, sub-categories, radar charts and so on), and extra features to layer additional insight on top (demographics, importance, CSAT, comments and so on).
Being able to slice and dice the data and get actionable insight is the key to making Kano a staple in every team's user research toolbox.
The vision is to create a joined up all-in-one tool for measuring customer satisfaction using a combination of Kano and other techniques, and a complementary Kano "university" that helps you apply your survey results immediately and provides you with the necessary information to educate yourself and your colleagues on the benefits of Kano.
The approach - it's all about the hashtags!
#buildinpublic, #openroadmap
This site is part of the #buildinpublic community. That means Will is sharing his progress, milestones, challenges, successes and so on. He posts on Twitter under @kanosurveys.
This includes the idea of an open roadmap. That means you can see their roadmap, what they are working on, what's coming up next, and contribute your votes and comments to let them know what's important to you. Their roadmap is here on Trello.
#indiehacker
He is an #indiehacker. That means someone who builds software and grows a business without a team (or maybe with a small team). Courtland Allen runs indiehackers.com and has a great definition here.
The upshot of this is that he is not a huge enterprise with dozens of sales or support staff so he builds the product to sell itself, and to be robust so that you shouldn't need support. He is there if you need him though, you're not on your own!
#openstartups
Finally he wants to contribute to the #openstartups movement. This means he is going to be open about customer volume and revenue, and how the site is growing. He'll post all this on the Twitter link above.
All of this means that he is very open to feedback and suggestions. If you want to chat, drop him a line on Twitter or via email (hello@kanomodel.33mail.com)
Instead writing more just go and visit Wills’ site directly.
