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Success Metrics
There are two formatting options available. The traditional desired outcome statement is a structure used in the Outcome-Driven Innovation methodology. Since many stakeholders - especially when involved with marketing or UX teams - push back on the awkward nature of desired outcomes statements since people don’t talk like that, the alternative is a natural language structure that gets to the heart of the outcome and tries to avoid tasks and activities where feasible.
This catalog contains 20 potential metrics using each formatting option. You will likely need to reduce this set for a survey. The number of statements that have been generated is arbitrary and can be expanded to accommodate your needs.
Desired Outcome Statements (ODI)
How important is it that you… and How satisfied are you with your ability to…
- Minimize the time it takes to initiate the execution of the customization plan, e.g., mobilizing resources, setting up the work environment, etc.
- Minimize the likelihood of delays in the initiation of the customization process, e.g., resource unavailability, scheduling conflicts, etc.
- Minimize the time it takes to implement the specific features and elements of the customization, e.g., technical modifications, aesthetic changes, etc.
- Minimize the likelihood of errors or inaccuracies during the implementation of the customization, e.g., technical errors, design flaws, etc.
- Minimize the time it takes to monitor the progress of the customization process, e.g., tracking milestones, assessing quality, etc.
- Minimize the likelihood of overlooking issues or problems during the customization process, e.g., technical issues, quality issues, etc.
- Minimize the time it takes to make necessary adjustments during the customization process, e.g., correcting errors, modifying designs, etc.
- Minimize the likelihood of delays or disruptions due to necessary adjustments during the customization process, e.g., rework, resource reallocation, etc.
- Minimize the time it takes to communicate the progress of the customization process to relevant stakeholders, e.g., customers, project managers, etc.
- Minimize the likelihood of miscommunication or misunderstanding of the progress of the customization process, e.g., technical jargon, unclear explanations, etc.
- Minimize the time it takes to complete the customization process, e.g., finalizing modifications, quality checks, etc.
- Minimize the likelihood of delays in the completion of the customization process, e.g., technical issues, resource constraints, etc.
- Minimize the time it takes to verify the successful implementation of the customization, e.g., functionality checks, aesthetic evaluations, etc.
- Minimize the likelihood of overlooking issues or problems in the final customization, e.g., technical issues, design flaws, etc.
- Minimize the time it takes to document the completed customization, e.g., technical specifications, design details, etc.
- Minimize the likelihood of errors or inaccuracies in the documentation of the completed customization, e.g., technical errors, missing details, etc.
- Minimize the time it takes to communicate the completion of the customization to relevant stakeholders, e.g., customers, project managers, etc.
- Minimize the likelihood of miscommunication or misunderstanding of the completion of the customization, e.g., technical jargon, unclear explanations, etc.
- Minimize the time it takes to transition from the customization process to the delivery or deployment phase, e.g., final approvals, scheduling, etc.
- Minimize the likelihood of delays or disruptions in the transition from the customization process to the delivery or deployment phase, e.g., approval delays, scheduling conflicts, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Initiate the execution of the customization plan, e.g., mobilizing resources, setting up the work environment, etc.
- Avoid delays in the initiation of the customization process, e.g., resource unavailability, scheduling conflicts, etc.
- Implement the specific features and elements of the customization, e.g., technical modifications, aesthetic changes, etc.
- Avoid errors or inaccuracies during the implementation of the customization, e.g., technical errors, design flaws, etc.
- Monitor the progress of the customization process, e.g., tracking milestones, assessing quality, etc.
- Avoid overlooking issues or problems during the customization process, e.g., technical issues, quality issues, etc.
- Make necessary adjustments during the customization process, e.g., correcting errors, modifying designs, etc.
- Avoid delays or disruptions due to necessary adjustments during the customization process, e.g., rework, resource reallocation, etc.
- Communicate the progress of the customization process to relevant stakeholders, e.g., customers, project managers, etc.
- Avoid miscommunication or misunderstanding of the progress of the customization process, e.g., technical jargon, unclear explanations, etc.
- Complete the customization process, e.g., finalizing modifications, quality checks, etc.
- Avoid delays in the completion of the customization process, e.g., technical issues, resource constraints, etc.
- Verify the successful implementation of the customization, e.g., functionality checks, aesthetic evaluations, etc.
- Avoid overlooking issues or problems in the final customization, e.g., technical issues, design flaws, etc.
- Document the completed customization, e.g., technical specifications, design details, etc.
- Avoid errors or inaccuracies in the documentation of the completed customization, e.g., technical errors, missing details, etc.
- Communicate the completion of the customization to relevant stakeholders, e.g., customers, project managers, etc.
- Avoid miscommunication or misunderstanding of the completion of the customization, e.g., technical jargon, unclear explanations, etc.
- Transition from the customization process to the delivery or deployment phase, e.g., final approvals, scheduling, etc.
- Avoid delays or disruptions in the transition from the customization process to the delivery or deployment phase, e.g., approval delays, scheduling conflicts, etc.
Test Fit Structure
Apply this to Customer Success Statements only. Everything should fit together nicely. Here’s an article where I introduced the concept. Feel free to devise your own version for Desired Outcome Statements as this does not apply to their format directly.
As a(n) [end user] + who is + [Job] you're trying to [success statement] + "faster and more accurately" so that you can successfully [Job Step]