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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 type of product or solution to be transported, e.g., hazardous materials, fragile items, etc.
- Minimize the time it takes to determine the destination of the product or solution, e.g., local, international, etc.
- Minimize the time it takes to understand the specific handling requirements of the product or solution, e.g., temperature control, shock-sensitive, etc.
- Minimize the time it takes to identify the appropriate transportation method, e.g., air, sea, road, etc.
- Minimize the likelihood of overlooking any legal or regulatory requirements, e.g., customs documentation, permits, etc.
- Minimize the time it takes to estimate the timeline for the transportation process, e.g., delivery deadlines, transit times, etc.
- Minimize the time it takes to assess the risks associated with the transportation process, e.g., theft, damage, etc.
- Minimize the likelihood of failing to consider the cost implications of the transportation process, e.g., shipping fees, insurance, etc.
- Minimize the time it takes to determine the packaging requirements for the product or solution, e.g., protective packaging, labeling, etc.
- Minimize the time it takes to identify any special equipment or resources needed for the transportation process, e.g., refrigerated trucks, cranes, etc.
- Minimize the likelihood of overlooking the need for backup plans in case of unforeseen circumstances, e.g., alternative routes, backup transportation, etc.
- Minimize the time it takes to communicate the relocation requirements to all relevant parties, e.g., team members, clients, etc.
- Minimize the likelihood of misunderstanding or miscommunication of the relocation requirements, e.g., language barriers, unclear instructions, etc.
- Minimize the time it takes to document the relocation requirements for future reference, e.g., record-keeping, audit trails, etc.
- Minimize the likelihood of failing to consider the environmental impact of the transportation process, e.g., carbon footprint, waste management, etc.
- Minimize the time it takes to review and confirm the relocation requirements, e.g., double-checking, validation, etc.
- Minimize the likelihood of overlooking the need for contingency plans in case of emergencies, e.g., accidents, natural disasters, etc.
- Minimize the time it takes to identify any potential challenges or obstacles in the transportation process, e.g., road conditions, weather, etc.
- Minimize the likelihood of failing to consider the safety and security measures during the transportation process, e.g., locks, alarms, etc.
- Minimize the time it takes to plan the logistics of the transportation process, e.g., scheduling, routing, 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 type of product or solution to be transported, e.g., hazardous materials, fragile items, etc.
- Determine the destination of the product or solution, e.g., local, international, etc.
- Understand the specific handling requirements of the product or solution, e.g., temperature control, shock-sensitive, etc.
- Identify the appropriate transportation method, e.g., air, sea, road, etc.
- Avoid overlooking any legal or regulatory requirements, e.g., customs documentation, permits, etc.
- Estimate the timeline for the transportation process, e.g., delivery deadlines, transit times, etc.
- Assess the risks associated with the transportation process, e.g., theft, damage, etc.
- Avoid failing to consider the cost implications of the transportation process, e.g., shipping fees, insurance, etc.
- Determine the packaging requirements for the product or solution, e.g., protective packaging, labeling, etc.
- Identify any special equipment or resources needed for the transportation process, e.g., refrigerated trucks, cranes, etc.
- Avoid overlooking the need for backup plans in case of unforeseen circumstances, e.g., alternative routes, backup transportation, etc.
- Communicate the relocation requirements to all relevant parties, e.g., team members, clients, etc.
- Avoid misunderstanding or miscommunication of the relocation requirements, e.g., language barriers, unclear instructions, etc.
- Document the relocation requirements for future reference, e.g., record-keeping, audit trails, etc.
- Avoid failing to consider the environmental impact of the transportation process, e.g., carbon footprint, waste management, etc.
- Review and confirm the relocation requirements, e.g., double-checking, validation, etc.
- Avoid overlooking the need for contingency plans in case of emergencies, e.g., accidents, natural disasters, etc.
- Identify any potential challenges or obstacles in the transportation process, e.g., road conditions, weather, etc.
- Avoid failing to consider the safety and security measures during the transportation process, e.g., locks, alarms, etc.
- Plan the logistics of the transportation process, e.g., scheduling, routing, 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]