Look & FeelThe look and feel of a product or service such as a green hat or a luxurious looking restaurant.
Sense & SensationSensory experience beyond look and feel.
Materials & FormulationsCustomers may have strong preferences regarding the materials and substances in your products and services.
Free of Ingredients Perceived as Chemicals
Free of Ingredients Perceived as Unhealthy
Customer ExperienceThe end-to-end experience of using a product or service.
Easy to Buy/Return
Product Information is Clear and Comprehensive
UsabilityThe usability of a product or service.
Ease to Open
Easy to Cancel
Easy to Learn
Fun to Use
Lack of Annoyances
Lack of Bugs
Pleasing to Open
Pleasing to Use
Productive to Use
QualityQuality is the degree to which a product or service meets a customer's ideal requirements.
Fit for Purpose
ValueThe customers preferences regarding the tradeoff between price and quality.
Highest Quality Regardless of Price
Lowest Price for Reasonable Quality
Must be on Sale
FunctionsFunctions are what your products or service accomplish for the customer. These are essentially customer needs.
Connects to Social Media
FeaturesFeatures are the attributes of a product or service that are of interest to the customer. For example, a hotel with no amenities versus a resort with dozens of restaurants, facilities and services.
PerformanceHow well the product or service performs. For example, a fast car that is energy efficient versus a slow car that produces high energy bills.
Conforms to Expectations
IdentityThe degree to which a product or service aligns to the customer as a person including elements such as values, lifestyle and social status. For example, a book that a customer views as intelligent and in line with their image of themselves.
Aligns to a Culture
New / Cutting Edge