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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 required cleaning supplies, e.g., detergents, brushes, cloths, etc.
- Minimize the time it takes to locate the cleaning supplies, e.g., storage areas, cabinets, etc.
- Minimize the time it takes to verify the availability of cleaning supplies, e.g., checking inventory, confirming stock levels, etc.
- Minimize the time it takes to determine the quantity of cleaning supplies needed, e.g., amount of detergent, number of cloths, etc.
- Minimize the time it takes to ensure the cleaning supplies are in good condition, e.g., no expired products, no damaged tools, etc.
- Minimize the time it takes to gather all necessary protective gear, e.g., gloves, masks, aprons, etc.
- Minimize the time it takes to prepare the cleaning supplies for use, e.g., diluting solutions, assembling tools, etc.
- Minimize the time it takes to transport the cleaning supplies to the cleaning site, e.g., using a cart, carrying by hand, etc.
- Minimize the time it takes to organize the cleaning supplies for easy access, e.g., arranging by frequency of use, grouping similar items, etc.
- Minimize the time it takes to verify the compatibility of cleaning supplies with the product, e.g., safe for fabric, non-abrasive for surfaces, etc.
- Minimize the time it takes to understand the proper usage instructions for each cleaning supply, e.g., reading labels, consulting manuals, etc.
- Minimize the time it takes to ensure the cleaning supplies are environmentally friendly, e.g., biodegradable, non-toxic, etc.
- Minimize the time it takes to check for any potential allergens in cleaning supplies, e.g., fragrances, dyes, etc.
- Minimize the time it takes to ensure the cleaning supplies are safe to use, e.g., non-flammable, non-corrosive, etc.
- Minimize the time it takes to gather any additional tools needed for cleaning, e.g., buckets, sponges, scrapers, etc.
- Minimize the time it takes to verify the effectiveness of the cleaning supplies, e.g., stain removal, odor elimination, etc.
- Minimize the time it takes to ensure the cleaning supplies are cost-effective, e.g., bulk purchasing, reusable items, etc.
- Minimize the time it takes to gather any specialized cleaning supplies, e.g., enzyme cleaners, steam cleaners, etc.
- Minimize the time it takes to ensure the cleaning supplies are appropriate for the cleaning method, e.g., hand wash, machine wash, dry clean, etc.
- Minimize the likelihood of using inappropriate cleaning supplies, e.g., harsh chemicals, abrasive tools, 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 required cleaning supplies, e.g., detergents, brushes, cloths, etc.
- Locate the cleaning supplies, e.g., storage areas, cabinets, etc.
- Verify the availability of cleaning supplies, e.g., checking inventory, confirming stock levels, etc.
- Determine the quantity of cleaning supplies needed, e.g., amount of detergent, number of cloths, etc.
- Ensure the cleaning supplies are in good condition, e.g., no expired products, no damaged tools, etc.
- Gather all necessary protective gear, e.g., gloves, masks, aprons, etc.
- Prepare the cleaning supplies for use, e.g., diluting solutions, assembling tools, etc.
- Transport the cleaning supplies to the cleaning site, e.g., using a cart, carrying by hand, etc.
- Organize the cleaning supplies for easy access, e.g., arranging by frequency of use, grouping similar items, etc.
- Verify the compatibility of cleaning supplies with the product, e.g., safe for fabric, non-abrasive for surfaces, etc.
- Understand the proper usage instructions for each cleaning supply, e.g., reading labels, consulting manuals, etc.
- Ensure the cleaning supplies are environmentally friendly, e.g., biodegradable, non-toxic, etc.
- Check for any potential allergens in cleaning supplies, e.g., fragrances, dyes, etc.
- Ensure the cleaning supplies are safe to use, e.g., non-flammable, non-corrosive, etc.
- Gather any additional tools needed for cleaning, e.g., buckets, sponges, scrapers, etc.
- Verify the effectiveness of the cleaning supplies, e.g., stain removal, odor elimination, etc.
- Ensure the cleaning supplies are cost-effective, e.g., bulk purchasing, reusable items, etc.
- Gather any specialized cleaning supplies, e.g., enzyme cleaners, steam cleaners, etc.
- Ensure the cleaning supplies are appropriate for the cleaning method, e.g., hand wash, machine wash, dry clean, etc.
- Avoid using inappropriate cleaning supplies, e.g., harsh chemicals, abrasive tools, 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]