A framework for evaluating the quality of experiences based on three levels: Utility, Usability, and Enjoyability.
Just like Maslow's hierarchy, CX has foundational needs that must be met before higher-level needs matter. You cannot make an experience "delightful" if it doesn't fundamentally work.
Use this model to audit your product or prioritize features. If users are struggling to complete tasks (Level 2), focus on usability improvements before trying to add "delightful" animations (Level 3).