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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 available customization options, e.g., color schemes, size variations, etc.
- Minimize the time it takes to understand the implications of each customization option, e.g., cost, production time, etc.
- Minimize the time it takes to compare different customization options, e.g., benefits, drawbacks, etc.
- Minimize the likelihood of overlooking suitable customization options, e.g., due to lack of research, information overload, etc.
- Minimize the time it takes to gather information about each customization option, e.g., from product catalogs, customer reviews, etc.
- Minimize the likelihood of choosing inappropriate customization options, e.g., due to lack of understanding, misinformation, etc.
- Minimize the time it takes to evaluate the feasibility of each customization option, e.g., availability, compatibility, etc.
- Minimize the likelihood of misunderstanding the details of each customization option, e.g., specifications, requirements, etc.
- Minimize the time it takes to seek expert advice on customization options, e.g., from designers, product specialists, etc.
- Minimize the likelihood of making uninformed decisions about customization options, e.g., due to lack of research, expert advice, etc.
- Minimize the time it takes to visualize the outcome of each customization option, e.g., using design software, mock-ups, etc.
- Minimize the likelihood of disappointment with the chosen customization options, e.g., due to unrealistic expectations, poor quality, etc.
- Minimize the time it takes to confirm the final selection of customization options, e.g., placing the order, signing off on the design, etc.
- Minimize the likelihood of regretting the chosen customization options, e.g., due to poor fit, unsatisfactory look, etc.
- Minimize the time it takes to understand the impact of chosen customization options on the overall product, e.g., functionality, aesthetics, etc.
- Minimize the likelihood of confusion or misunderstanding about the chosen customization options, e.g., due to unclear communication, complex jargon, etc.
- Minimize the time it takes to communicate the chosen customization options to the relevant parties, e.g., manufacturers, designers, etc.
- Minimize the likelihood of errors or mistakes in implementing the chosen customization options, e.g., due to miscommunication, technical issues, etc.
- Minimize the time it takes to receive confirmation or feedback on the chosen customization options, e.g., from manufacturers, designers, etc.
- Minimize the likelihood of delays or complications due to the chosen customization options, e.g., due to supply chain issues, technical difficulties, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify available customization options, e.g., color schemes, size variations, etc.
- Understand the implications of each customization option, e.g., cost, production time, etc.
- Compare different customization options, e.g., benefits, drawbacks, etc.
- Avoid overlooking suitable customization options, e.g., due to lack of research, information overload, etc.
- Gather information about each customization option, e.g., from product catalogs, customer reviews, etc.
- Avoid choosing inappropriate customization options, e.g., due to lack of understanding, misinformation, etc.
- Evaluate the feasibility of each customization option, e.g., availability, compatibility, etc.
- Avoid misunderstanding the details of each customization option, e.g., specifications, requirements, etc.
- Seek expert advice on customization options, e.g., from designers, product specialists, etc.
- Avoid making uninformed decisions about customization options, e.g., due to lack of research, expert advice, etc.
- Visualize the outcome of each customization option, e.g., using design software, mock-ups, etc.
- Avoid disappointment with the chosen customization options, e.g., due to unrealistic expectations, poor quality, etc.
- Confirm the final selection of customization options, e.g., placing the order, signing off on the design, etc.
- Avoid regretting the chosen customization options, e.g., due to poor fit, unsatisfactory look, etc.
- Understand the impact of chosen customization options on the overall product, e.g., functionality, aesthetics, etc.
- Avoid confusion or misunderstanding about the chosen customization options, e.g., due to unclear communication, complex jargon, etc.
- Communicate the chosen customization options to the relevant parties, e.g., manufacturers, designers, etc.
- Avoid errors or mistakes in implementing the chosen customization options, e.g., due to miscommunication, technical issues, etc.
- Receive confirmation or feedback on the chosen customization options, e.g., from manufacturers, designers, etc.
- Avoid delays or complications due to the chosen customization options, e.g., due to supply chain issues, technical difficulties, 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]