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Success Metrics
There are two formatting options available. The tradition 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 utilitarian 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 understand the product setup requirements, e.g., assembly instructions, installation guides, etc.
- Minimize the time it takes to organize the necessary tools or assistance for product setup, e.g., screwdrivers, professional installation services, etc.
- Minimize the time it takes to schedule product installation or assembly, e.g., booking professionals, coordinating with household members, etc.
- Minimize the time it takes to create a suitable space for the product, e.g., clearing an area, rearranging furniture, etc.
- Minimize the time it takes to understand safety precautions for product handling and setup, e.g., lifting techniques, hazard avoidance, etc.
- Minimize the time it takes to verify the compatibility of the product with existing systems, e.g., electronic devices, software, home networks, etc.
- Minimize the time it takes to ensure the availability of necessary accessories or complementary products, e.g., batteries, cables, additional components, etc.
- Minimize the time it takes to understand the product's maintenance and care requirements, e.g., cleaning procedures, routine checks, etc.
- Minimize the time it takes to confirm the process for activating warranties or guarantees, e.g., online registration, mail-in forms, etc.
- Minimize the time it takes to access customer support for post-arrival inquiries, e.g., troubleshooting, product questions, etc.
- Minimize the time it takes to understand the process for reporting and resolving delivery damages or discrepancies, e.g., return procedures, claim filings, etc.
- Minimize the time it takes to confirm the recycling or disposal options for packaging materials, e.g., cardboard, plastic, styrofoam, etc.
- Minimize the time it takes to understand how to operate the product, e.g., user manuals, instructional videos, quick-start guides, etc.
- Minimize the time it takes to ensure proper ventilation or environmental conditions for the product, e.g., room temperature, humidity control, etc.
- Minimize the time it takes to plan for the integration of the product into daily routines or spaces, e.g., kitchen appliances, home office setups, etc.
- Minimize the likelihood of installation or setup errors, e.g., incorrect assembly, improper wiring, etc.
- Minimize the likelihood of personal injury during product setup or installation, e.g., cuts, falls, electrical shocks, etc.
- Minimize the time it takes to understand any subscription services or software associated with the product, e.g., app downloads, service registrations, etc.
- Minimize the time it takes to assess the impact of the product on energy consumption or utility bills, e.g., energy efficiency ratings, standby power usage, etc.
- Minimize the time it takes to understand and plan for any immediate post-arrival actions, e.g., charging devices, initial wash or clean, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Understand the product setup requirements, e.g., assembly instructions, installation guides, etc.
- Organize the necessary tools or assistance for product setup, e.g., screwdrivers, professional installation services, etc.
- Schedule product installation or assembly, e.g., booking professionals, coordinating with household members, etc.
- Create a suitable space for the product, e.g., clearing an area, rearranging furniture, etc.
- Understand safety precautions for product handling and setup, e.g., lifting techniques, hazard avoidance, etc.
- Verify the compatibility of the product with existing systems, e.g., electronic devices, software, home networks, etc.
- Ensure the availability of necessary accessories or complementary products, e.g., batteries, cables, additional components, etc.
- Understand the product's maintenance and care requirements, e.g., cleaning procedures, routine checks, etc.
- Confirm the process for activating warranties or guarantees, e.g., online registration, mail-in forms, etc.
- Access customer support for post-arrival inquiries, e.g., troubleshooting, product questions, etc.
- Understand the process for reporting and resolving delivery damages or discrepancies, e.g., return procedures, claim filings, etc.
- Confirm the recycling or disposal options for packaging materials, e.g., cardboard, plastic, styrofoam, etc.
- Understand how to operate the product, e.g., user manuals, instructional videos, quick-start guides, etc.
- Ensure proper ventilation or environmental conditions for the product, e.g., room temperature, humidity control, etc.
- Plan for the integration of the product into daily routines or spaces, e.g., kitchen appliances, home office setups, etc.
- Avoid installation or setup errors, e.g., incorrect assembly, improper wiring, etc.
- Avoid personal injury during product setup or installation, e.g., cuts, falls, electrical shocks, etc.
- Understand any subscription services or software associated with the product, e.g., app downloads, service registrations, etc.
- Assess the impact of the product on energy consumption or utility bills, e.g., energy efficiency ratings, standby power usage, etc.
- Understand and plan for any immediate post-arrival actions, e.g., charging devices, initial wash or clean, 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]