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SWIFT Nordics Regional
Conference 2015
Motivational keynote
Jonas Kjellberg One of the creators of SKYPE and lecturer at Stanford and the
Stockholm School of Economics
Copenhagen, 4 - 5 March 2015
20
Cu
sto
me
r sa
tisfa
ctio
n
Functionality needs
Efficiency needs
(Generally expressed.
e.g. Litres per Km)
Delight needs
(new to the world)
feature
implementation
Delight
Disappointed
Poor Good
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