Using the Kano Model to Identify Attractive User-Interface Software Components

Understanding user preferences for interacting with information systems (IS) is particularly important in the field of management support systems (MSS), where strong idiosyncrasies must be considered. As user-interface software components are highly visible to managers, this article examines which components make mobile MSS attractive. We consider both “consumer-” and “analyst-type” managers and examine component attributes for smartphones, tablets, and notebooks. Based on a literature review, we lay out managers’ user-group preferences. Then, applying the Kano model – often employed in total quality management to discover categories of customer needs – we use findings from an expert focus group to define most satisfying mobile MSS software components. Finally, we provide five design guidelines for mobile workplaces that meet managers' needs: managing hyperconnected information retrieval, setting up contextaware computing, replacing keyboard and mouse with natural dialog control, implementing machine learning for simulation and recommendation engines, and leveraging embedded collaboration for wicked problems.