Past Meetup

January 2017: Researching the Kano Model


In a fast-paced agile environment, UX professionals often pull from their well-established toolbox of tried and true methods and practices to quickly and effectively solve user problems. However, it is sometimes necessary to seek out alternative methods which satisfy the unique needs of a particular project. In this month's session, Erin Steed and Tony Bergstrom of D2L share their experience with the Kano model.

The Kano model, a customer satisfaction model created by a Japanese academic, is used to identify the delighters, must-haves and less relevant aspects of a user’s experience with a design. To evaluate the Kano model as an effective tool for an upcoming project, the product design team at D2L tested it with a feature-rich prototype which already had significant qualitative feedback. Through experimentation and iteration, the model proved useful by quantifying qualitative results, validating individual features and informing business decisions.

Tony and Erin will discuss why D2L chose to investigate this model, explain how the data is compiled and provide insights into lessons learned along the way.


Erin Steed is a user experience designer with degrees in psychology and adult education, as well as a diploma in graphic design. As Senior Product Designer at D2L, she applies her interest in user research and passion for the design process by creating delightful and intuitive experiences for educators and learners.

Tony Bergstrom is a Senior User Researcher with graduate degrees in Computer Science focusing on Human-Computer interaction. Working at D2L, he spends time finding ways to investigates questions and provides insight into user expectations. He favours approaches that balance both qualitative and quantitative feedback because it demonstrates more clearly what people do and what people think.