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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 specific customization needs, e.g., color preferences, size requirements, etc.
- Minimize the time it takes to understand the end user's preferences and requirements, e.g., style, functionality, etc.
- Minimize the time it takes to determine the feasibility of the requested customizations, e.g., material availability, production capability, etc.
- Minimize the likelihood of overlooking key customization requirements, e.g., specific design elements, unique features, etc.
- Minimize the time it takes to communicate with the end user about their customization needs, e.g., meetings, emails, etc.
- Minimize the time it takes to document the customization requirements, e.g., design specifications, production instructions, etc.
- Minimize the likelihood of misunderstanding the end user's customization needs, e.g., design preferences, functionality requirements, etc.
- Minimize the time it takes to evaluate the impact of customizations on the overall product or solution, e.g., cost implications, production timeline, etc.
- Minimize the time it takes to confirm the end user's agreement on the proposed customizations, e.g., design approval, cost agreement, etc.
- Minimize the likelihood of proposing customizations that are not feasible or practical, e.g., due to production limitations, cost constraints, etc.
- Minimize the time it takes to identify potential challenges or issues with the requested customizations, e.g., production difficulties, cost overruns, etc.
- Minimize the likelihood of failing to meet the end user's customization expectations, e.g., design accuracy, functionality, etc.
- Minimize the time it takes to prioritize the customization needs based on the end user's preferences and requirements, e.g., importance ranking, cost-effectiveness, etc.
- Minimize the likelihood of overcomplicating the customization process, e.g., unnecessary design changes, excessive cost, etc.
- Minimize the time it takes to provide the end user with a clear and comprehensive overview of the proposed customizations, e.g., design mockups, cost estimates, etc.
- Minimize the likelihood of overpromising on the deliverability of the customizations, e.g., unrealistic timelines, unachievable designs, etc.
- Minimize the time it takes to incorporate the end user's feedback into the customization process, e.g., design revisions, functionality adjustments, etc.
- Minimize the likelihood of discrepancies between the end user's expectations and the final customized product or solution, e.g., design mismatches, functionality gaps, etc.
- Minimize the time it takes to finalize the customization plan for implementation, e.g., design sign-off, production scheduling, etc.
- Minimize the likelihood of unnecessary delays in the customization process, e.g., due to miscommunication, lack of resources, 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 specific customization needs, e.g., color preferences, size requirements, etc.
- Understand the end user's preferences and requirements, e.g., style, functionality, etc.
- Determine the feasibility of the requested customizations, e.g., material availability, production capability, etc.
- Avoid overlooking key customization requirements, e.g., specific design elements, unique features, etc.
- Communicate with the end user about their customization needs, e.g., meetings, emails, etc.
- Document the customization requirements, e.g., design specifications, production instructions, etc.
- Avoid misunderstanding the end user's customization needs, e.g., design preferences, functionality requirements, etc.
- Evaluate the impact of customizations on the overall product or solution, e.g., cost implications, production timeline, etc.
- Confirm the end user's agreement on the proposed customizations, e.g., design approval, cost agreement, etc.
- Avoid proposing customizations that are not feasible or practical, e.g., due to production limitations, cost constraints, etc.
- Identify potential challenges or issues with the requested customizations, e.g., production difficulties, cost overruns, etc.
- Avoid failing to meet the end user's customization expectations, e.g., design accuracy, functionality, etc.
- Prioritize the customization needs based on the end user's preferences and requirements, e.g., importance ranking, cost-effectiveness, etc.
- Avoid overcomplicating the customization process, e.g., unnecessary design changes, excessive cost, etc.
- Provide the end user with a clear and comprehensive overview of the proposed customizations, e.g., design mockups, cost estimates, etc.
- Avoid overpromising on the deliverability of the customizations, e.g., unrealistic timelines, unachievable designs, etc.
- Incorporate the end user's feedback into the customization process, e.g., design revisions, functionality adjustments, etc.
- Avoid discrepancies between the end user's expectations and the final customized product or solution, e.g., design mismatches, functionality gaps, etc.
- Finalize the customization plan for implementation, e.g., design sign-off, production scheduling, etc.
- Avoid unnecessary delays in the customization process, e.g., due to miscommunication, lack of resources, 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]