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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 issue, e.g., stain not removed, product damage, etc.
- Minimize the time it takes to determine the cause of the issue, e.g., incorrect cleaning method, insufficient cleaning agent, etc.
- Minimize the time it takes to develop a plan to address the issue, e.g., selecting an alternative cleaning method, using a different cleaning agent, etc.
- Minimize the time it takes to gather additional supplies needed to address the issue, e.g., stronger cleaning agents, repair tools, etc.
- Minimize the time it takes to communicate the issue to relevant parties, e.g., team members, supervisors, etc.
- Minimize the time it takes to implement the plan to address the issue, e.g., re-cleaning, repairing, etc.
- Minimize the time it takes to monitor the effectiveness of the solution, e.g., checking for stain removal, verifying repairs, etc.
- Minimize the time it takes to document the issue and the steps taken to address it, e.g., writing a report, updating records, etc.
- Minimize the time it takes to ensure the issue does not recur, e.g., adjusting cleaning procedures, training staff, etc.
- Minimize the time it takes to verify the product is restored to its original condition, e.g., checking for cleanliness, ensuring repairs are complete, etc.
- Minimize the time it takes to ensure the issue is fully resolved, e.g., confirming no residual stains, verifying structural integrity, etc.
- Minimize the time it takes to assess the impact of the issue on the overall cleaning process, e.g., evaluating delays, determining additional costs, etc.
- Minimize the time it takes to obtain feedback on the resolution of the issue, e.g., asking team members, surveying customers, etc.
- Minimize the time it takes to update cleaning protocols based on the issue, e.g., revising procedures, incorporating new techniques, etc.
- Minimize the time it takes to ensure all team members are aware of the issue and its resolution, e.g., holding a meeting, sending an email, etc.
- Minimize the time it takes to ensure the issue does not affect other products, e.g., isolating the affected product, checking similar items, etc.
- Minimize the time it takes to ensure the issue does not affect the cleaning area, e.g., cleaning up spills, repairing damage, etc.
- Minimize the time it takes to ensure the issue does not affect the cleaning tools, e.g., cleaning tools, repairing equipment, etc.
- Minimize the time it takes to ensure the issue does not affect the cleaning supplies, e.g., checking for contamination, replacing damaged supplies, etc.
- Minimize the likelihood of similar issues occurring in the future, e.g., improving training, enhancing quality control, 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 issue, e.g., stain not removed, product damage, etc.
- Determine the cause of the issue, e.g., incorrect cleaning method, insufficient cleaning agent, etc.
- Develop a plan to address the issue, e.g., selecting an alternative cleaning method, using a different cleaning agent, etc.
- Gather additional supplies needed to address the issue, e.g., stronger cleaning agents, repair tools, etc.
- Communicate the issue to relevant parties, e.g., team members, supervisors, etc.
- Implement the plan to address the issue, e.g., re-cleaning, repairing, etc.
- Monitor the effectiveness of the solution, e.g., checking for stain removal, verifying repairs, etc.
- Document the issue and the steps taken to address it, e.g., writing a report, updating records, etc.
- Ensure the issue does not recur, e.g., adjusting cleaning procedures, training staff, etc.
- Verify the product is restored to its original condition, e.g., checking for cleanliness, ensuring repairs are complete, etc.
- Ensure the issue is fully resolved, e.g., confirming no residual stains, verifying structural integrity, etc.
- Assess the impact of the issue on the overall cleaning process, e.g., evaluating delays, determining additional costs, etc.
- Obtain feedback on the resolution of the issue, e.g., asking team members, surveying customers, etc.
- Update cleaning protocols based on the issue, e.g., revising procedures, incorporating new techniques, etc.
- Ensure all team members are aware of the issue and its resolution, e.g., holding a meeting, sending an email, etc.
- Ensure the issue does not affect other products, e.g., isolating the affected product, checking similar items, etc.
- Ensure the issue does not affect the cleaning area, e.g., cleaning up spills, repairing damage, etc.
- Ensure the issue does not affect the cleaning tools, e.g., cleaning tools, repairing equipment, etc.
- Ensure the issue does not affect the cleaning supplies, e.g., checking for contamination, replacing damaged supplies, etc.
- Avoid similar issues occurring in the future, e.g., improving training, enhancing quality control, 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]