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Success Metrics
There are two formatting options available. The tradition 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 utilitarian 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 understand available delivery options, e.g., standard shipping, express delivery, in-store pickup, etc.
- Minimize the time it takes to compare delivery costs and times, e.g., free shipping, expedited shipping fees, estimated delivery dates, etc.
- Minimize the time it takes to select preferred delivery method, e.g., home delivery, pickup point, lockbox, etc.
- Minimize the time it takes to confirm delivery address accuracy, e.g., address verification, address editing, etc.
- Minimize the time it takes to understand delivery tracking features, e.g., real-time tracking, SMS updates, email notifications, etc.
- Minimize the time it takes to access information about delivery service providers, e.g., courier details, service reliability, etc.
- Minimize the time it takes to understand how to modify delivery options post-purchase, e.g., change delivery address, reschedule delivery, etc.
- Minimize the time it takes to assess the environmental impact of different delivery options, e.g., carbon footprint, eco-friendly packaging, etc.
- Minimize the time it takes to understand delivery insurance options, e.g., loss coverage, damage protection, etc.
- Minimize the time it takes to confirm the availability of special delivery requests, e.g., signature requirement, specific delivery time, etc.
- Minimize the time it takes to access and understand potential delivery restrictions, e.g., geographic limitations, item size or weight restrictions, etc.
- Minimize the time it takes to understand how to track and manage multiple deliveries, e.g., consolidated tracking, batch deliveries, etc.
- Minimize the time it takes to verify delivery compatibility with product specifications, e.g., large items, fragile goods, etc.
- Minimize the time it takes to access information on delivery delays and their resolution, e.g., weather delays, strike action, etc.
- Minimize the time it takes to understand the implications of missed deliveries, e.g., redelivery processes, pickup alternatives, etc.
- Minimize the likelihood of delivery errors, e.g., wrong address, incorrect items, etc.
- Minimize the likelihood of damage to products during delivery, e.g., inadequate packaging, rough handling, etc.
- Minimize the time it takes to understand options for international shipping, e.g., customs processes, international fees, etc.
- Minimize the time it takes to assess the reliability and speed of different delivery services, e.g., customer reviews, delivery time records, etc.
- Minimize the time it takes to understand options for contactless delivery, e.g., drop-off preferences, health and safety protocols, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Understand available delivery options, e.g., standard shipping, express delivery, in-store pickup, etc.
- Compare delivery costs and times, e.g., free shipping, expedited shipping fees, estimated delivery dates, etc.
- Select preferred delivery method, e.g., home delivery, pickup point, lockbox, etc.
- Confirm delivery address accuracy, e.g., address verification, address editing, etc.
- Understand delivery tracking features, e.g., real-time tracking, SMS updates, email notifications, etc.
- Access information about delivery service providers, e.g., courier details, service reliability, etc.
- Understand how to modify delivery options post-purchase, e.g., change delivery address, reschedule delivery, etc.
- Assess the environmental impact of different delivery options, e.g., carbon footprint, eco-friendly packaging, etc.
- Understand delivery insurance options, e.g., loss coverage, damage protection, etc.
- Confirm the availability of special delivery requests, e.g., signature requirement, specific delivery time, etc.
- Access and understand potential delivery restrictions, e.g., geographic limitations, item size or weight restrictions, etc.
- Understand how to track and manage multiple deliveries, e.g., consolidated tracking, batch deliveries, etc.
- Verify delivery compatibility with product specifications, e.g., large items, fragile goods, etc.
- Access information on delivery delays and their resolution, e.g., weather delays, strike action, etc.
- Understand the implications of missed deliveries, e.g., redelivery processes, pickup alternatives, etc.
- Avoid delivery errors, e.g., wrong address, incorrect items, etc.
- Avoid damage to products during delivery, e.g., inadequate packaging, rough handling, etc.
- Understand options for international shipping, e.g., customs processes, international fees, etc.
- Assess the reliability and speed of different delivery services, e.g., customer reviews, delivery time records, etc.
- Understand options for contactless delivery, e.g., drop-off preferences, health and safety protocols, 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]