Hi professionals!
What do you think about Kano model?
The Kano model is a framework used for product features prioritization that is based on customer emotional reaction towards the features. The customer emotional reaction might range from utter satisfaction to total disappointment.
According to the Kano model, customer reaction to the features allows us to group them into 5 categories:
🔸Basic - the features the product can’t perform its core functions without. The customer expects to have them and takes them for granted.
E.x.: send text message feature in a messenger.
🔸Excitement - the features that make your product stand out, its killer features. The customer is excited to have them.
E.x.: convert audio messages into text feature in a messenger.
🔸Performance - the features that increase customer satisfaction. The customer is happy to have them.
E.x.: an increase in a single voicemail duration in a messenger.
🔸 Indifference - the features that don’t evoke any customer emotion. The customer doesn’t care about these features.
E.x.: displaying application logo decorated with holiday attributes on holidays in a messenger;
🔸Dissatisfaction - the features that upsets the customer .The customer doesn’t want to have these features in the application.
E.x.: a message history is cleared once the user closes a messenger app.

⭐️How to use the Kano model?
📎make a list of features that need prioritization;
📎create a questionnaire for customers which will include a list of features and customer potential emotional reaction options that should correspond to 5 feature categories mentioned above;
📎send out a questionnaire to the target audience;
📎collect the questionnaire results;
📎tally for each feature which customer reaction option(feature category) has the biggest number of points;
📎match the reaction options with Kano feature categories;
📎prioritize the features based on the results:
➖include all Basic features into the scope
➖add as many Performance features as you can
➖add a few Excitement features;
➖remove the Indifference and Dissatisfaction features from the scope.

How to effectively communicate with customers in writing?

It’s no secret that communication with customers is one of the biggest and valuable parts of a job BAs do. Unfortunately, being involved in many (not to say all) aspects of their business, customers can often dedicate little time to the live communication with the team, still the development is expected to be performed smoothly and this is where writing effective emails comes in place. A good email is a way to:
🔸establish trustworthy relationships,
🔸keep everyone posted,
🔸show your involvement and care,
🔸propose a solution,
🔸highlight a problem,
🔸remind of an agreement and much more.

If you have faced some of the following problems while trying to resolve working issues via emails, you might want to learn some tips to make your emails what they are meant to be:

🔺Your email is simply ignored
It might happen either because your email is lost among hundreds of others, or because the addressee didn’t get the message.
👉How to resolve:
Remember, writing communication is all about saving customer’s time and effort. Show them you care and do your best to keep your email precise and concise:
📎Use a short and clear subject
📎Clearly state what the addressee is required to do, e.g. attend a meeting, provide information, grant access, etc. If no action is required and the email is sent just to keep them informed - clearly state that too.

🔺You list several issues and the customer replies to only part of them
As it has been said before, lack of time doesn’t leave any chance for your customer to go deep into the details of your letter, even less to switch between the issues.
👉How to resolve:
Use one email (thread) for only one topic which is introduced in the Subject. For a different issue, start another thread.

🔺The customer replies as if they haven’t got the idea
There’s always a risk of misunderstanding, even more if you communicate in writing. Digressing a little is ok if it doesn’t get you far from the important issues that need to be discussed. Still, a well-organized structured information is half of the work done.
👉How to resolve:
📎First things first. Show the very purpose of your email in the beginning and then provide more details/arguments if needed.
📎Use short and simple words/phrases. Divide your text into logical parts and separate them with blank spaces.
📎Explain what’s there in the attachment (if any) and why it’s worth opening if this is not exactly what the addressee is waiting for from you.
📎Use numbered lists instead of bullets as this allows both parties to refer to a specific part of the text with just a number instead of quoting the whole point and propagating a mess.

Tomorrow we will continue discussing this topic⭐️

🔺No progress in actions
Sometimes you may think you have got out your message as clear as possible and the ball is on their side, but no actions are made and after a while your customer gets annoyed and blames you for the lack of progress.
👉How to resolve:
📎Never impersonalize actions described. Instead of “The decision needs to be made” say who exactly has to make the decision. Name the responsible and/or accountable people.
📎Spot for your customer and send them a kind reminder after a while.
📎Mind your tone. Avoid blaming someone and don’t push. Suggest any help they may need instead.

🔺Your agreements and plans are violated due to misunderstanding
Working in distributed teams with foreign customers scales up the risk of miscommunication, especially when talking about schedules.
👉How to resolve:
📎Make sure you’re on the same page when talking about time and dates. Specify time zones where needed.
📎Sometimes writing the dates in format 02/03 is confusing (is it February, 3 or March, 2?), so spell the month in full.
📎Visualize. If you just say ‘We’ll work on this scope from December 1st till January 31st’ it may not be obvious that it would take 2 months. Insert a screenshot of a calendar, timeline, etc.

Writing effective emails is a powerful tool that cannot replace live communication, though. Use it when appropriate, back up your words with letters, capture important things, show your involvement, be transparent and save your customer’s time.
Good luck!⭐️

​​Business Analyst and System Analyst community!
👥
We invite you to a classic meetup at Andersen’s office in Krakow!
🤝
This is a great opportunity to meet, exchange experiences, and communicate with each other.
🎤
The speaker is Anna Yakush – Middle Business Analyst at Andersen.
🔍
The topic of her speech: How AI Can Be Useful for BAs and PMs in the IT Industry.
📊
Anna will talk about common terms, give some examples, and share other details related to using ChatGPT in your daily work.
💬
Do not miss this unique opportunity to learn new things, meet your counterparts, and spend time in a friendly atmosphere.
🗓
Date: 30 March
⏰
Time: 18:00 (CET)
📍
Place: Andersen Office Krakow
💡
Registration: https://forms.gle/1jN2sAxxSLwoXXsD9

Have you used any AI in your work?
Could you share your own experience?😎
#BAmeme

Hi analysts!⭐️
How often do you face the task to transfer, consume, process data? Actually, it's one of the activities in the business analyst's life. Data mapping ensures the process of moving data from one or more sources to a destination to create a meaningful set of data with a standardized format. Source-to-target mapping tasks depend on the data hierarchy and the disparity between the data structure of source and target.

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