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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 review the entire customization process, e.g., design phase, development phase, testing phase, etc.
- Minimize the time it takes to evaluate the effectiveness of the customization process, e.g., goal achievement, efficiency, etc.
- Minimize the likelihood of overlooking any issues or challenges encountered during the customization process, e.g., technical difficulties, resource constraints, etc.
- Minimize the time it takes to assess the quality of the customization process, e.g., adherence to best practices, quality of output, etc.
- Minimize the likelihood of missing any opportunities for improvement in the customization process, e.g., process enhancements, tool upgrades, etc.
- Minimize the time it takes to document the findings from the review of the customization process, e.g., process documentation, review reports, etc.
- Minimize the likelihood of failing to consider feedback from stakeholders about the customization process, e.g., user feedback, team feedback, etc.
- Minimize the time it takes to analyze the impact of the customization process on the final product or solution, e.g., feature implementation, performance impact, etc.
- Minimize the likelihood of overlooking any compliance issues related to the customization process, e.g., regulatory standards, industry norms, etc.
- Minimize the time it takes to evaluate the cost-effectiveness of the customization process, e.g., cost analysis, return on investment, etc.
- Minimize the likelihood of failing to identify any risks associated with the customization process, e.g., security risks, operational risks, etc.
- Minimize the time it takes to confirm the scalability of the customization process for future projects, e.g., process adaptability, resource scalability, etc.
- Minimize the likelihood of overlooking any potential conflicts the customization process may have with existing systems or processes, e.g., integration issues, workflow disruptions, etc.
- Minimize the time it takes to assess the sustainability of the customization process, e.g., environmental impact, long-term viability, etc.
- Minimize the likelihood of missing any lessons learned from the customization process, e.g., successful strategies, mistakes to avoid, etc.
- Minimize the time it takes to evaluate the user satisfaction with the customization process, e.g., user feedback, satisfaction surveys, etc.
- Minimize the likelihood of failing to consider the impact of the customization process on team morale and productivity, e.g., team feedback, productivity metrics, etc.
- Minimize the time it takes to verify the maintainability of the customization process for future iterations, e.g., process documentation, maintainability analysis, etc.
- Minimize the likelihood of overlooking any potential improvements for future customizations, e.g., efficiency gains, quality enhancements, etc.
- Minimize the time it takes to confirm the compatibility of the customization process with the organization's goals and strategies, e.g., strategic alignment, goal achievement, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Review the entire customization process, e.g., design phase, development phase, testing phase, etc.
- Evaluate the effectiveness of the customization process, e.g., goal achievement, efficiency, etc.
- Avoid overlooking any issues or challenges encountered during the customization process, e.g., technical difficulties, resource constraints, etc.
- Assess the quality of the customization process, e.g., adherence to best practices, quality of output, etc.
- Avoid missing any opportunities for improvement in the customization process, e.g., process enhancements, tool upgrades, etc.
- Document the findings from the review of the customization process, e.g., process documentation, review reports, etc.
- Avoid failing to consider feedback from stakeholders about the customization process, e.g., user feedback, team feedback, etc.
- Analyze the impact of the customization process on the final product or solution, e.g., feature implementation, performance impact, etc.
- Avoid overlooking any compliance issues related to the customization process, e.g., regulatory standards, industry norms, etc.
- Evaluate the cost-effectiveness of the customization process, e.g., cost analysis, return on investment, etc.
- Avoid failing to identify any risks associated with the customization process, e.g., security risks, operational risks, etc.
- Confirm the scalability of the customization process for future projects, e.g., process adaptability, resource scalability, etc.
- Avoid overlooking any potential conflicts the customization process may have with existing systems or processes, e.g., integration issues, workflow disruptions, etc.
- Assess the sustainability of the customization process, e.g., environmental impact, long-term viability, etc.
- Avoid missing any lessons learned from the customization process, e.g., successful strategies, mistakes to avoid, etc.
- Evaluate the user satisfaction with the customization process, e.g., user feedback, satisfaction surveys, etc.
- Avoid failing to consider the impact of the customization process on team morale and productivity, e.g., team feedback, productivity metrics, etc.
- Verify the maintainability of the customization process for future iterations, e.g., process documentation, maintainability analysis, etc.
- Avoid overlooking any potential improvements for future customizations, e.g., efficiency gains, quality enhancements, etc.
- Confirm the compatibility of the customization process with the organization's goals and strategies, e.g., strategic alignment, goal achievement, 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]