Presence and absence tell different stories
Three core need types; qualitative patterns, not satisfaction scores
NEED TYPE
IF MISSING
IF PROVIDED WELL
Basic / expected
Dissatisfaction
Expectation met; little extra delight.
Performance
Dissatisfaction
More fulfillment can add satisfaction.
Excitement
May not be missed
Unexpected value can delight.
Base classifications on user research.
Conceptual illustration • not measured data