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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 track the progress of the implementation process, e.g., milestones, deliverables, etc.
- Minimize the time it takes to identify potential issues during the implementation, e.g., technical glitches, delays, etc.
- Minimize the likelihood of missing critical steps in the implementation process, e.g., configuration, testing, etc.
- Minimize the time it takes to communicate with the implementation team, e.g., meetings, updates, etc.
- Minimize the time it takes to verify the solution is implemented as per the plan, e.g., specifications, requirements, etc.
- Minimize the likelihood of implementation delays affecting the project timeline, e.g., resource allocation, scheduling conflicts, etc.
- Minimize the time it takes to assess the impact of the new solution on existing processes, e.g., workflow changes, system integrations, etc.
- Minimize the likelihood of unforeseen costs arising during the implementation process, e.g., additional resources, overtime, etc.
- Minimize the time it takes to ensure the new solution meets the desired performance standards, e.g., speed, accuracy, etc.
- Minimize the likelihood of user resistance during the implementation process, e.g., training, change management, etc.
- Minimize the time it takes to validate the functionality of the new solution, e.g., testing, user feedback, etc.
- Minimize the likelihood of data loss or corruption during the implementation process, e.g., data migration, backups, etc.
- Minimize the time it takes to document the implementation process for future reference, e.g., process maps, user manuals, etc.
- Minimize the likelihood of non-compliance with regulatory standards during the implementation, e.g., data privacy, industry regulations, etc.
- Minimize the time it takes to train end users on the new solution, e.g., workshops, tutorials, etc.
- Minimize the likelihood of technical issues disrupting the implementation process, e.g., software bugs, hardware failures, etc.
- Minimize the time it takes to evaluate the success of the implementation process, e.g., performance metrics, user satisfaction, etc.
- Minimize the likelihood of the new solution not meeting the business objectives, e.g., cost savings, productivity gains, etc.
- Minimize the time it takes to resolve any issues identified during the implementation process, e.g., troubleshooting, patches, etc.
- Minimize the likelihood of the implementation process causing disruption to business operations, e.g., downtime, workflow interruptions, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Track the progress of the implementation process, e.g., milestones, deliverables, etc.
- Identify potential issues during the implementation, e.g., technical glitches, delays, etc.
- Avoid missing critical steps in the implementation process, e.g., configuration, testing, etc.
- Communicate with the implementation team, e.g., meetings, updates, etc.
- Verify the solution is implemented as per the plan, e.g., specifications, requirements, etc.
- Avoid implementation delays affecting the project timeline, e.g., resource allocation, scheduling conflicts, etc.
- Assess the impact of the new solution on existing processes, e.g., workflow changes, system integrations, etc.
- Avoid unforeseen costs arising during the implementation process, e.g., additional resources, overtime, etc.
- Ensure the new solution meets the desired performance standards, e.g., speed, accuracy, etc.
- Avoid user resistance during the implementation process, e.g., training, change management, etc.
- Validate the functionality of the new solution, e.g., testing, user feedback, etc.
- Avoid data loss or corruption during the implementation process, e.g., data migration, backups, etc.
- Document the implementation process for future reference, e.g., process maps, user manuals, etc.
- Avoid non-compliance with regulatory standards during the implementation, e.g., data privacy, industry regulations, etc.
- Train end users on the new solution, e.g., workshops, tutorials, etc.
- Avoid technical issues disrupting the implementation process, e.g., software bugs, hardware failures, etc.
- Evaluate the success of the implementation process, e.g., performance metrics, user satisfaction, etc.
- Avoid the new solution not meeting the business objectives, e.g., cost savings, productivity gains, etc.
- Resolve any issues identified during the implementation process, e.g., troubleshooting, patches, etc.
- Avoid the implementation process causing disruption to business operations, e.g., downtime, workflow interruptions, 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]