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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 starting point and destination for the route, e.g., warehouse, customer location, etc.
- Minimize the time it takes to determine the most efficient path between the starting point and destination, e.g., shortest distance, fastest time, etc.
- Minimize the likelihood of overlooking any road restrictions or limitations, e.g., weight limits, height restrictions, etc.
- Minimize the time it takes to consider the current traffic conditions and patterns, e.g., peak hours, road works, etc.
- Minimize the likelihood of failing to account for potential weather conditions that could affect the route, e.g., snow, rain, etc.
- Minimize the time it takes to identify any potential hazards or obstacles along the route, e.g., road closures, detours, etc.
- Minimize the likelihood of overlooking the need for rest stops or breaks during the journey, e.g., driver fatigue, refueling, etc.
- Minimize the time it takes to estimate the total travel time for the route, e.g., driving time, loading/unloading time, etc.
- Minimize the likelihood of failing to consider alternative routes in case of unforeseen circumstances, e.g., accidents, road closures, etc.
- Minimize the time it takes to communicate the planned route to all relevant parties, e.g., drivers, dispatchers, etc.
- Minimize the likelihood of misunderstanding or miscommunication of the planned route, e.g., incorrect addresses, unclear instructions, etc.
- Minimize the time it takes to document the planned route for future reference, e.g., GPS tracking, route logs, etc.
- Minimize the likelihood of overlooking the need for contingency plans in case of emergencies, e.g., breakdowns, medical emergencies, etc.
- Minimize the time it takes to review and confirm the planned route, e.g., double-checking, validation, etc.
- Minimize the likelihood of failing to consider the cost implications of the planned route, e.g., toll fees, fuel costs, etc.
- Minimize the time it takes to assess the risks associated with the planned route, e.g., high crime areas, hazardous roads, etc.
- Minimize the likelihood of overlooking the need for special equipment or resources for the route, e.g., snow chains, navigation systems, etc.
- Minimize the time it takes to identify any potential challenges or obstacles in the planned route, e.g., narrow roads, low bridges, etc.
- Minimize the likelihood of failing to consider the safety and security measures during the journey, e.g., secure parking, driver training, etc.
- Minimize the time it takes to plan the logistics of the journey, 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 starting point and destination for the route, e.g., warehouse, customer location, etc.
- Determine the most efficient path between the starting point and destination, e.g., shortest distance, fastest time, etc.
- Avoid overlooking any road restrictions or limitations, e.g., weight limits, height restrictions, etc.
- Consider the current traffic conditions and patterns, e.g., peak hours, road works, etc.
- Avoid failing to account for potential weather conditions that could affect the route, e.g., snow, rain, etc.
- Identify any potential hazards or obstacles along the route, e.g., road closures, detours, etc.
- Avoid overlooking the need for rest stops or breaks during the journey, e.g., driver fatigue, refueling, etc.
- Estimate the total travel time for the route, e.g., driving time, loading/unloading time, etc.
- Avoid failing to consider alternative routes in case of unforeseen circumstances, e.g., accidents, road closures, etc.
- Communicate the planned route to all relevant parties, e.g., drivers, dispatchers, etc.
- Avoid misunderstanding or miscommunication of the planned route, e.g., incorrect addresses, unclear instructions, etc.
- Document the planned route for future reference, e.g., GPS tracking, route logs, etc.
- Avoid overlooking the need for contingency plans in case of emergencies, e.g., breakdowns, medical emergencies, etc.
- Review and confirm the planned route, e.g., double-checking, validation, etc.
- Avoid failing to consider the cost implications of the planned route, e.g., toll fees, fuel costs, etc.
- Assess the risks associated with the planned route, e.g., high crime areas, hazardous roads, etc.
- Avoid overlooking the need for special equipment or resources for the route, e.g., snow chains, navigation systems, etc.
- Identify any potential challenges or obstacles in the planned route, e.g., narrow roads, low bridges, etc.
- Avoid failing to consider the safety and security measures during the journey, e.g., secure parking, driver training, etc.
- Plan the logistics of the journey, 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]