Resources for Yesterday’s Virtual Seminar on Building A Winning UX Strategy with the Kano Model

Yesterday, a couple of hundred of my favorite UX folks tuned in to my UIE Virtual Seminar while I talked about the ways to use the Kano Model as the basis of a winning UX strategy. During the talk, I referenced a bunch of things, so here’s the list:

• Understanding the Kano Model – A Tool for Sophisticated Designers
• The Hunt for Missing Expectations
• A nice summary of Dana Chisnell’s 3 approaches to delight:
  UX Magazine: Beyond Frustration – Three Levels of Happy Design
• Interview-Based Tasks: Learning from Leaonardo DiCaprio
• Usability Tools Podcast: Interview-Based Tasks for Usability Testing
• A description of Gallup’s customer engagement measurements, as a replacement for satisfaction:
  Gallup Business Journal – The Constant Customer