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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 necessary equipment for transportation, e.g., trucks, containers, etc.
- Minimize the time it takes to ensure the availability of the required equipment, e.g., scheduling, maintenance checks, etc.
- Minimize the time it takes to verify the operational status of the equipment, e.g., engine checks, tire pressure, etc.
- Minimize the likelihood of equipment failure during transportation, e.g., engine breakdown, tire puncture, etc.
- Minimize the time it takes to prepare the equipment for loading, e.g., cleaning, positioning, etc.
- Minimize the time it takes to secure the equipment for safe transportation, e.g., locking mechanisms, safety checks, etc.
- Minimize the likelihood of damage to the equipment during transportation, e.g., scratches, dents, etc.
- Minimize the time it takes to confirm the suitability of the equipment for the specific product or solution, e.g., temperature control, size, etc.
- Minimize the time it takes to coordinate the equipment with the transportation team, e.g., communication, scheduling, etc.
- Minimize the likelihood of miscommunication about the equipment requirements, e.g., size, type, etc.
- Minimize the time it takes to document the equipment details for record-keeping, e.g., model number, capacity, etc.
- Minimize the likelihood of losing track of the equipment during transportation, e.g., GPS tracking, identification tags, etc.
- Minimize the time it takes to train the team on the use of the equipment, e.g., operation manuals, safety procedures, etc.
- Minimize the likelihood of inadequate training leading to mishandling of equipment, e.g., incorrect usage, safety violations, etc.
- Minimize the time it takes to arrange for backup equipment in case of failure, e.g., spare parts, replacement units, etc.
- Minimize the likelihood of delays due to lack of backup equipment, e.g., waiting for replacements, repair time, etc.
- Minimize the time it takes to inspect the equipment post-transportation, e.g., damage assessment, cleanliness, etc.
- Minimize the likelihood of overlooking damage to the equipment post-transportation, e.g., minor scratches, wear and tear, etc.
- Minimize the time it takes to report any issues with the equipment to the relevant authorities, e.g., management, maintenance team, etc.
- Minimize the likelihood of issues with the equipment going unreported, e.g., communication gaps, record-keeping errors, 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 necessary equipment for transportation, e.g., trucks, containers, etc.
- Ensure the availability of the required equipment, e.g., scheduling, maintenance checks, etc.
- Verify the operational status of the equipment, e.g., engine checks, tire pressure, etc.
- Avoid equipment failure during transportation, e.g., engine breakdown, tire puncture, etc.
- Prepare the equipment for loading, e.g., cleaning, positioning, etc.
- Secure the equipment for safe transportation, e.g., locking mechanisms, safety checks, etc.
- Avoid damage to the equipment during transportation, e.g., scratches, dents, etc.
- Confirm the suitability of the equipment for the specific product or solution, e.g., temperature control, size, etc.
- Coordinate the equipment with the transportation team, e.g., communication, scheduling, etc.
- Avoid miscommunication about the equipment requirements, e.g., size, type, etc.
- Document the equipment details for record-keeping, e.g., model number, capacity, etc.
- Avoid losing track of the equipment during transportation, e.g., GPS tracking, identification tags, etc.
- Train the team on the use of the equipment, e.g., operation manuals, safety procedures, etc.
- Avoid inadequate training leading to mishandling of equipment, e.g., incorrect usage, safety violations, etc.
- Arrange for backup equipment in case of failure, e.g., spare parts, replacement units, etc.
- Avoid delays due to lack of backup equipment, e.g., waiting for replacements, repair time, etc.
- Inspect the equipment post-transportation, e.g., damage assessment, cleanliness, etc.
- Avoid overlooking damage to the equipment post-transportation, e.g., minor scratches, wear and tear, etc.
- Report any issues with the equipment to the relevant authorities, e.g., management, maintenance team, etc.
- Avoid issues with the equipment going unreported, e.g., communication gaps, record-keeping errors, 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]