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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 correct unloading area, e.g., dock number, warehouse section, etc.
- Minimize the time it takes to confirm the condition of the product upon arrival, e.g., no damage, correct temperature, etc.
- Minimize the time it takes to verify the product matches the delivery documentation, e.g., quantity, product type, etc.
- Minimize the likelihood of unloading the wrong product, e.g., similar packaging, adjacent products, etc.
- Minimize the time it takes to coordinate with the receiving team, e.g., unloading schedule, manpower, etc.
- Minimize the likelihood of causing damage during unloading, e.g., dropping, mishandling, etc.
- Minimize the time it takes to complete the unloading process, e.g., pallet by pallet, box by box, etc.
- Minimize the likelihood of leaving products on the transport vehicle, e.g., overlooked items, hidden areas, etc.
- Minimize the time it takes to update the delivery status in the system, e.g., delivered, in process, etc.
- Minimize the likelihood of misplacing the delivery documentation, e.g., delivery note, invoice, etc.
- Minimize the time it takes to communicate the completion of the delivery to the relevant parties, e.g., dispatch team, customer, etc.
- Minimize the likelihood of leaving the unloading area in a disorganized state, e.g., discarded packaging, misplaced equipment, etc.
- Minimize the time it takes to prepare the transport vehicle for the next job, e.g., cleaning, refueling, etc.
- Minimize the likelihood of causing traffic or obstruction during unloading, e.g., blocking pathways, causing delays, etc.
- Minimize the time it takes to secure the unloaded product in the storage area, e.g., stacking, shelving, etc.
- Minimize the likelihood of unloading products in the wrong storage area, e.g., incorrect warehouse section, wrong shelf, etc.
- Minimize the time it takes to confirm the receipt of the product with the customer, e.g., signature, system update, etc.
- Minimize the likelihood of losing track of the unloaded products, e.g., mislabeling, incorrect system entry, etc.
- Minimize the time it takes to resolve any discrepancies or issues with the delivery, e.g., missing items, damaged goods, etc.
- Minimize the likelihood of leaving the transport vehicle in an unsecured state post-unloading, e.g., unlocked doors, open cargo area, 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 correct unloading area, e.g., dock number, warehouse section, etc.
- Confirm the condition of the product upon arrival, e.g., no damage, correct temperature, etc.
- Verify the product matches the delivery documentation, e.g., quantity, product type, etc.
- Avoid unloading the wrong product, e.g., similar packaging, adjacent products, etc.
- Coordinate with the receiving team, e.g., unloading schedule, manpower, etc.
- Avoid causing damage during unloading, e.g., dropping, mishandling, etc.
- Complete the unloading process, e.g., pallet by pallet, box by box, etc.
- Avoid leaving products on the transport vehicle, e.g., overlooked items, hidden areas, etc.
- Update the delivery status in the system, e.g., delivered, in process, etc.
- Avoid misplacing the delivery documentation, e.g., delivery note, invoice, etc.
- Communicate the completion of the delivery to the relevant parties, e.g., dispatch team, customer, etc.
- Avoid leaving the unloading area in a disorganized state, e.g., discarded packaging, misplaced equipment, etc.
- Prepare the transport vehicle for the next job, e.g., cleaning, refueling, etc.
- Avoid causing traffic or obstruction during unloading, e.g., blocking pathways, causing delays, etc.
- Secure the unloaded product in the storage area, e.g., stacking, shelving, etc.
- Avoid unloading products in the wrong storage area, e.g., incorrect warehouse section, wrong shelf, etc.
- Confirm the receipt of the product with the customer, e.g., signature, system update, etc.
- Avoid losing track of the unloaded products, e.g., mislabeling, incorrect system entry, etc.
- Resolve any discrepancies or issues with the delivery, e.g., missing items, damaged goods, etc.
- Avoid leaving the transport vehicle in an unsecured state post-unloading, e.g., unlocked doors, open cargo area, 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]