A WRITER IN MANILAThis essay first appeared in the Lifestyle section of the Philippine Daily Inquirer.
It has been said: a rose, by any other name, will smell as sweet.
Ignoring for a moment that roses smell like rotting cabbages (am I seriously the only one who thinks this? Are my olfactory glands whack?), the Jhemerlyns, Porfirios, and Gorgonios of the world, despite all their stellar qualities, would likely want to have less outstanding names.
A few weeks ago, my startup company Taxumo had a two-day sprint activity to assess how we can create exciting new products for our customers—the thousands of Filipino self-employed-professionals, freelancers, and sole proprietors (and many thousands more, soon to come.)
During the session, our CEO EJ Arboleda introduced to us the Kano Model, the product development and customer satisfaction theory developed by Japanese professor Noriaki Kano. The said theory advocates going beyond the functional benefits of your product and service, and assessing the emotions which you can elicit by introducing certain new features.
The theory posits that products/services are composed of either three attributes: threshold attributes, otherwise known as the “basics”; performance attributes, or the ” satisfiers”; and the excitement attributes, or the “delighters”.
For example, think of an insulated water bottle. It’s basic (threshold attribute) that the said water bottle would not get hot and still be holdable even after you put in hot water. Now, if the said water bottle also keeps your water’s temperature stable for 48 hours (versus its competitor’s 24-hour temperature stability), that could be really satisfying (a performance attribute) for you as a customer, since it boosts your enjoyment of an expected feature. But what if the water bottle also changes color depending on how cold or hot the water is? That’s a totally unexpected feature, and could be a delightful thing for your customer (an excitement attribute.)
In time, however, as people become used to the exciting feature which you’ve once offered, it sort of becomes an expected property for your product. (Think of mobile phones having touchscreens—a feature Apple popularized.)
Oddly, but perhaps with good reason, the Kano model came to mind when I was thinking about our work within the LGBT advocacy, specifically during the recent IDAHOBIT (International Day Against Homophobia, Biphobia, and Transphobia) event which the Philippine LGBT Chamber of Commerce did with the Embassy of the Netherlands in the Philippines.
I was scrolling through my Instagram feed one evening when the ad from Without Walls Ministries (@withoutwallsph) appeared:
“Jesus never mentions homosexuality. How can it be wrong?”
I curiously clicked on the link from this organization who claims to be “a community of people who love Jesus and are on a mission to spread the gospel in our city and beyond.”
They were organizing a free conference, open to the public. The speaker is a British pastor named Sam Allberry, a man who says he experiences same-sex attraction, and now preaches about how his attraction is not integral to his identity.
It was amusing, to say the least.
