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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 verify the product matches the order description, e.g., model, color, specifications, etc.
- Minimize the time it takes to identify any visible damage or defects on the product, e.g., scratches, dents, malfunctioning parts, etc.
- Minimize the time it takes to understand the process for reporting delivery issues, e.g., missing items, wrong product, etc.
- Minimize the time it takes to access and understand the return or exchange policy, e.g., time limits, condition requirements, etc.
- Minimize the time it takes to confirm the presence of all included components or accessories, e.g., cables, manuals, additional parts, etc.
- Minimize the time it takes to ensure the product functions correctly upon initial use, e.g., turning on, software setup, basic operations, etc.
- Minimize the time it takes to understand the warranty or guarantee terms, e.g., coverage period, claim process, etc.
- Minimize the time it takes to verify the accuracy of product serial numbers or identification tags, e.g., for warranty registration, support purposes, etc.
- Minimize the time it takes to understand how to access product support or customer service, e.g., contact details, service hours, etc.
- Minimize the time it takes to assess the compatibility of the product with existing systems or setups, e.g., electronic interfaces, space constraints, etc.
- Minimize the time it takes to understand the immediate next steps in case of an issue, e.g., contacting the seller, starting a return, etc.
- Minimize the time it takes to confirm the safety and compliance of the product with relevant standards, e.g., UL certification, FDA approval, etc.
- Minimize the time it takes to understand the environmental impact of the product or its packaging, e.g., recyclable materials, eco-friendly design, etc.
- Minimize the time it takes to verify the product's compatibility with intended use or purpose, e.g., suitability for specific tasks, environments, etc.
- Minimize the time it takes to access information about product upgrades or additional features, e.g., software updates, add-ons, etc.
- Minimize the likelihood of overlooking damages or defects during inspection, e.g., internal issues, minor imperfections, etc.
- Minimize the likelihood of misunderstanding product functionalities or features, e.g., incorrect operation, feature limitations, etc.
- Minimize the time it takes to understand the energy efficiency and consumption of the product, e.g., power ratings, eco-modes, etc.
- Minimize the time it takes to verify product compliance with personal or organizational standards, e.g., ethical sourcing, corporate policies, etc.
- Minimize the time it takes to access and understand options for disposing of or recycling old or replaced products, e.g., e-waste programs, trade-in options, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Verify the product matches the order description, e.g., model, color, specifications, etc.
- Identify any visible damage or defects on the product, e.g., scratches, dents, malfunctioning parts, etc.
- Understand the process for reporting delivery issues, e.g., missing items, wrong product, etc.
- Access and understand the return or exchange policy, e.g., time limits, condition requirements, etc.
- Confirm the presence of all included components or accessories, e.g., cables, manuals, additional parts, etc.
- Ensure the product functions correctly upon initial use, e.g., turning on, software setup, basic operations, etc.
- Understand the warranty or guarantee terms, e.g., coverage period, claim process, etc.
- Verify the accuracy of product serial numbers or identification tags, e.g., for warranty registration, support purposes, etc.
- Understand how to access product support or customer service, e.g., contact details, service hours, etc.
- Assess the compatibility of the product with existing systems or setups, e.g., electronic interfaces, space constraints, etc.
- Understand the immediate next steps in case of an issue, e.g., contacting the seller, starting a return, etc.
- Confirm the safety and compliance of the product with relevant standards, e.g., UL certification, FDA approval, etc.
- Understand the environmental impact of the product or its packaging, e.g., recyclable materials, eco-friendly design, etc.
- Verify the product's compatibility with intended use or purpose, e.g., suitability for specific tasks, environments, etc.
- Access information about product upgrades or additional features, e.g., software updates, add-ons, etc.
- Avoid overlooking damages or defects during inspection, e.g., internal issues, minor imperfections, etc.
- Avoid misunderstanding product functionalities or features, e.g., incorrect operation, feature limitations, etc.
- Understand the energy efficiency and consumption of the product, e.g., power ratings, eco-modes, etc.
- Verify product compliance with personal or organizational standards, e.g., ethical sourcing, corporate policies, etc.
- Access and understand options for disposing of or recycling old or replaced products, e.g., e-waste programs, trade-in options, 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]