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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 outline the specific features and elements of the customization, e.g., technical specifications, aesthetic elements, etc.
- Minimize the time it takes to identify the resources required for the customization, e.g., materials, manpower, time, etc.
- Minimize the likelihood of overlooking key elements in the customization plan, e.g., customer preferences, technical constraints, etc.
- Minimize the time it takes to estimate the cost of the customization, e.g., material costs, labor costs, overheads, etc.
- Minimize the likelihood of underestimating the cost of the customization, e.g., unexpected expenses, cost overruns, etc.
- Minimize the time it takes to develop a timeline for the customization process, e.g., planning, implementation, testing, etc.
- Minimize the likelihood of underestimating the time required for the customization, e.g., delays, unforeseen complications, etc.
- Minimize the time it takes to communicate the customization plan to relevant stakeholders, e.g., customers, project managers, etc.
- Minimize the likelihood of miscommunication or misunderstanding of the customization plan, e.g., technical jargon, unclear explanations, etc.
- Minimize the time it takes to incorporate feedback from stakeholders into the customization plan, e.g., customer preferences, expert advice, etc.
- Minimize the likelihood of ignoring valuable feedback that could improve the customization plan, e.g., customer suggestions, expert advice, etc.
- Minimize the time it takes to finalize the customization plan, e.g., final approvals, documentation, etc.
- Minimize the likelihood of errors or inaccuracies in the final customization plan, e.g., technical errors, calculation mistakes, etc.
- Minimize the time it takes to prepare for the implementation of the customization plan, e.g., resource allocation, scheduling, etc.
- Minimize the likelihood of delays or disruptions in the customization process due to poor preparation, e.g., insufficient resources, scheduling conflicts, etc.
- Minimize the time it takes to review and update the customization plan as necessary, e.g., changes in requirements, feedback from stakeholders, etc.
- Minimize the likelihood of failing to update the customization plan in response to changes or feedback, e.g., customer feedback, project changes, etc.
- Minimize the time it takes to communicate updates or changes in the customization plan to all stakeholders, e.g., customers, project managers, etc.
- Minimize the likelihood of miscommunication or misunderstanding of updates or changes in the customization plan, e.g., technical jargon, unclear explanations, etc.
- Minimize the time it takes to move from the planning phase to the implementation phase of the customization, e.g., final approvals, scheduling, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Outline the specific features and elements of the customization, e.g., technical specifications, aesthetic elements, etc.
- Identify the resources required for the customization, e.g., materials, manpower, time, etc.
- Avoid overlooking key elements in the customization plan, e.g., customer preferences, technical constraints, etc.
- Estimate the cost of the customization, e.g., material costs, labor costs, overheads, etc.
- Avoid underestimating the cost of the customization, e.g., unexpected expenses, cost overruns, etc.
- Develop a timeline for the customization process, e.g., planning, implementation, testing, etc.
- Avoid underestimating the time required for the customization, e.g., delays, unforeseen complications, etc.
- Communicate the customization plan to relevant stakeholders, e.g., customers, project managers, etc.
- Avoid miscommunication or misunderstanding of the customization plan, e.g., technical jargon, unclear explanations, etc.
- Incorporate feedback from stakeholders into the customization plan, e.g., customer preferences, expert advice, etc.
- Avoid ignoring valuable feedback that could improve the customization plan, e.g., customer suggestions, expert advice, etc.
- Finalize the customization plan, e.g., final approvals, documentation, etc.
- Avoid errors or inaccuracies in the final customization plan, e.g., technical errors, calculation mistakes, etc.
- Prepare for the implementation of the customization plan, e.g., resource allocation, scheduling, etc.
- Avoid delays or disruptions in the customization process due to poor preparation, e.g., insufficient resources, scheduling conflicts, etc.
- Review and update the customization plan as necessary, e.g., changes in requirements, feedback from stakeholders, etc.
- Avoid failing to update the customization plan in response to changes or feedback, e.g., customer feedback, project changes, etc.
- Communicate updates or changes in the customization plan to all stakeholders, e.g., customers, project managers, etc.
- Avoid miscommunication or misunderstanding of updates or changes in the customization plan, e.g., technical jargon, unclear explanations, etc.
- Move from the planning phase to the implementation phase of the customization, e.g., final approvals, scheduling, 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]