“Create a House of Quality for a mobile banking app. Customer needs are log in quickly with weight 5, feel transactions are secure with weight 5, and find card controls easily with weight 4. Engineering characteristics are biometric authentication latency, transaction risk checks and card control navigation depth. Show strong relationships between quick login and low authentication latency, security and risk checks, and card controls and low navigation depth; show a weak relationship between quick login and risk checks and a moderate relationship between security and authentication latency. Mark authentication latency and transaction risk checks as negatively correlated.”
Entenda as decisões por trás dele.
Treat transaction safety as a high-weight customer need.
Define latency and navigation depth before changing the interface.
Test security controls that reduce risk without making login slow.
Use for digital services that need to balance experience measures with operational controls.
Dúvidas comuns
Can QFD be used for software?
Yes. Customer needs can be linked to measurable product, engineering and service characteristics.
What is a technical characteristic in an app?
It is a measurable property such as response time, error rate, navigation depth or the coverage of a control.
Who should fill in a digital QFD?
Product, design, engineering, research and risk stakeholders can contribute evidence and agree on relationships.