Integrating the Peak-end Rule and the Kano Model in Assessing the Product-use Process

Abstract

This study employed the peak-end rule and the Kano model in the assessment of user satisfaction during the product-use experience. Because they reflect different aspects of user satisfaction, we investigated the similarities and differences between the two approaches and integrated them in the analysis of the product-use process. We find that the emotional component of the peak-end rule, which directly indicates the important emotions of the users, and the usability component of the Kano model, which provides useful information on product qualities, are particularly useful in assessing the product-use process. We believe that integrating these two methods generates abundant, specific, and useful knowledge that designers can use to more fully understand the user experience.