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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 identify the customization requirements, e.g., specific features, performance criteria, etc.
- Minimize the time it takes to understand the technical constraints of the product or solution, e.g., hardware limitations, software compatibility, etc.
- Minimize the likelihood of overlooking key customization requirements, e.g., customer preferences, regulatory standards, etc.
- Minimize the time it takes to evaluate the feasibility of the requested customization, e.g., technical feasibility, cost feasibility, etc.
- Minimize the likelihood of underestimating the resources needed for customization, e.g., time, manpower, materials, etc.
- Minimize the time it takes to communicate the feasibility assessment to stakeholders, e.g., customers, project managers, etc.
- Minimize the likelihood of miscommunication or misunderstanding of the feasibility assessment, e.g., technical jargon, unclear explanations, etc.
- Minimize the time it takes to make necessary adjustments to the customization plan based on feasibility assessment, e.g., feature modifications, timeline adjustments, etc.
- Minimize the likelihood of failing to consider alternative solutions when a customization is not feasible, e.g., alternative features, different products, etc.
- Minimize the time it takes to document the feasibility assessment and customization plan, e.g., technical specifications, project timeline, etc.
- Minimize the likelihood of losing or misplacing important documentation related to the customization, e.g., feasibility assessment, customization plan, etc.
- Minimize the time it takes to get approval for the customization plan from relevant stakeholders, e.g., customers, project managers, etc.
- Minimize the likelihood of disagreements or conflicts arising from the customization plan, e.g., cost disputes, timeline disagreements, etc.
- Minimize the time it takes to prepare for the implementation of the customization, e.g., resource allocation, scheduling, etc.
- Minimize the likelihood of delays or disruptions in the customization process due to poor preparation, e.g., insufficient resources, scheduling conflicts, etc.
- Minimize the time it takes to review and update the customization plan based on feedback from stakeholders, e.g., customer feedback, project manager feedback, etc.
- Minimize the likelihood of ignoring valuable feedback that could improve the customization, e.g., customer suggestions, expert advice, etc.
- Minimize the time it takes to communicate updates or changes in the customization plan to all stakeholders, e.g., customers, project managers, etc.
- Minimize the likelihood of miscommunication or misunderstanding of updates or changes in the customization plan, e.g., technical jargon, unclear explanations, etc.
- Minimize the time it takes to finalize the customization plan and move to the implementation phase, e.g., final approvals, scheduling, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify the customization requirements, e.g., specific features, performance criteria, etc.
- Understand the technical constraints of the product or solution, e.g., hardware limitations, software compatibility, etc.
- Avoid overlooking key customization requirements, e.g., customer preferences, regulatory standards, etc.
- Evaluate the feasibility of the requested customization, e.g., technical feasibility, cost feasibility, etc.
- Avoid underestimating the resources needed for customization, e.g., time, manpower, materials, etc.
- Communicate the feasibility assessment to stakeholders, e.g., customers, project managers, etc.
- Avoid miscommunication or misunderstanding of the feasibility assessment, e.g., technical jargon, unclear explanations, etc.
- Make necessary adjustments to the customization plan based on feasibility assessment, e.g., feature modifications, timeline adjustments, etc.
- Consider alternative solutions when a customization is not feasible, e.g., alternative features, different products, etc.
- Document the feasibility assessment and customization plan, e.g., technical specifications, project timeline, etc.
- Avoid losing or misplacing important documentation related to the customization, e.g., feasibility assessment, customization plan, etc.
- Get approval for the customization plan from relevant stakeholders, e.g., customers, project managers, etc.
- Avoid disagreements or conflicts arising from the customization plan, e.g., cost disputes, timeline disagreements, etc.
- Prepare for the implementation of the customization, e.g., resource allocation, scheduling, etc.
- Avoid delays or disruptions in the customization process due to poor preparation, e.g., insufficient resources, scheduling conflicts, etc.
- Review and update the customization plan based on feedback from stakeholders, e.g., customer feedback, project manager feedback, etc.
- Avoid ignoring valuable feedback that could improve the customization, e.g., customer suggestions, expert advice, etc.
- Communicate updates or changes in the customization plan to all stakeholders, e.g., customers, project managers, etc.
- Avoid miscommunication or misunderstanding of updates or changes in the customization plan, e.g., technical jargon, unclear explanations, etc.
- Finalize the customization plan and move to the implementation phase, e.g., final approvals, scheduling, 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]