The art of things not done: prioritising for user value with the Kano model

A 90 minute Workshop by:

Sophie Dennis


Download the slides

The slides used for this session are available to download here.

About this Workshop

It is possible to create great customer experiences, even in the face of extreme time and budget constraints, if we learn the art of doing less. This workshop, hosted by Sophie Dennis, will show you how to build a product roadmap that goes beyond ""minimum viable product” to deliver a “minimum viable experience” by identifying the features that are really of most value to your users.

The art of doing less lies in identifying what you can and can't cut without sacrificing the overall user experience. In this workshop participants will learn how to combine several simple but powerful concepts to identify where to invest their efforts for maximum customer impact, and deliver the best possible user experience within your time and budget.

We’ll explore how to use the Kano model to:

  • understand the interplay of feature sophistication and user satisfaction
  • use customer journey mapping to find pain points and peak experiences
  • use story-mapping to turn that into a meaningful product backlog

By combining these techniques participants will be able to deliver a valuable, holistic experience to users with every release.

About the Speaker

Sophie is a freelance consultant and coach specialising in digital product strategy and service design. She leads, coaches and mentors UX and agile teams, and helps organisations deliver better services to customers by putting user needs at the heart of their digital strategy. She's led ambitious strategic content, design and development projects, defined digital strategies for major public and third-sector organisations, and built high-performing teams able to deliver high-quality user-centred digital services at pace.

Currently working on the transformation of NHS.UK at NHS Digital, she has over 15 years' experience working with, among others, Public Health England, Department for Work and Pensions, the National Trust, Land Registry, Bristol City Council, the University of Surrey, Jisc and the Office for National Statistics, and world-leading experience design agencies CX Partners and Nomensa.


See the full programme

full programme