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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 potential obstacles or disruptions on the planned route, e.g., traffic congestion, road closures, etc.
- Minimize the time it takes to evaluate alternative routes, e.g., shortest distance, least traffic, etc.
- Minimize the likelihood of missing delivery deadlines due to route adjustments, e.g., unexpected detours, rerouting, etc.
- Minimize the time it takes to communicate route changes to relevant parties, e.g., dispatch center, customers, etc.
- Minimize the likelihood of increased fuel consumption due to route adjustments, e.g., longer distances, frequent stops, etc.
- Minimize the time it takes to update navigation systems with new route information, e.g., GPS updates, map revisions, etc.
- Minimize the likelihood of damaging the product due to route adjustments, e.g., rough roads, sharp turns, etc.
- Minimize the time it takes to assess the impact of route changes on delivery schedules, e.g., arrival times, pickup times, etc.
- Minimize the likelihood of encountering legal issues due to route adjustments, e.g., restricted zones, permit violations, etc.
- Minimize the time it takes to adjust driving strategies based on new routes, e.g., speed adjustments, braking techniques, etc.
- Minimize the likelihood of driver fatigue due to route adjustments, e.g., longer driving hours, stressful conditions, etc.
- Minimize the time it takes to reassess the safety of the adjusted route, e.g., road conditions, weather forecasts, etc.
- Minimize the likelihood of increased wear and tear on the vehicle due to route adjustments, e.g., rough terrains, frequent stops, etc.
- Minimize the time it takes to update delivery documentation with new route details, e.g., delivery notes, invoices, etc.
- Minimize the likelihood of customer dissatisfaction due to route adjustments, e.g., delayed deliveries, lack of communication, etc.
- Minimize the time it takes to recalculate estimated arrival times based on new routes, e.g., traffic predictions, distance calculations, etc.
- Minimize the likelihood of additional tolls or fees due to route adjustments, e.g., toll roads, congestion charges, etc.
- Minimize the time it takes to monitor the progress of the delivery on the adjusted route, e.g., GPS tracking, status updates, etc.
- Minimize the likelihood of miscommunication due to route adjustments, e.g., incorrect directions, outdated information, etc.
- Minimize the time it takes to reassess the cost-effectiveness of the adjusted route, e.g., fuel costs, time costs, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify potential obstacles or disruptions on the planned route, e.g., traffic congestion, road closures, etc.
- Evaluate alternative routes, e.g., shortest distance, least traffic, etc.
- Avoid missing delivery deadlines due to route adjustments, e.g., unexpected detours, rerouting, etc.
- Communicate route changes to relevant parties, e.g., dispatch center, customers, etc.
- Avoid increased fuel consumption due to route adjustments, e.g., longer distances, frequent stops, etc.
- Update navigation systems with new route information, e.g., GPS updates, map revisions, etc.
- Avoid damaging the product due to route adjustments, e.g., rough roads, sharp turns, etc.
- Assess the impact of route changes on delivery schedules, e.g., arrival times, pickup times, etc.
- Avoid encountering legal issues due to route adjustments, e.g., restricted zones, permit violations, etc.
- Adjust driving strategies based on new routes, e.g., speed adjustments, braking techniques, etc.
- Avoid driver fatigue due to route adjustments, e.g., longer driving hours, stressful conditions, etc.
- Reassess the safety of the adjusted route, e.g., road conditions, weather forecasts, etc.
- Avoid increased wear and tear on the vehicle due to route adjustments, e.g., rough terrains, frequent stops, etc.
- Update delivery documentation with new route details, e.g., delivery notes, invoices, etc.
- Avoid customer dissatisfaction due to route adjustments, e.g., delayed deliveries, lack of communication, etc.
- Recalculate estimated arrival times based on new routes, e.g., traffic predictions, distance calculations, etc.
- Avoid additional tolls or fees due to route adjustments, e.g., toll roads, congestion charges, etc.
- Monitor the progress of the delivery on the adjusted route, e.g., GPS tracking, status updates, etc.
- Avoid miscommunication due to route adjustments, e.g., incorrect directions, outdated information, etc.
- Reassess the cost-effectiveness of the adjusted route, e.g., fuel costs, time costs, 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]