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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 customization, e.g., milestones, deadlines, etc.
- Minimize the time it takes to identify any deviations from the customization plan, e.g., design changes, material changes, etc.
- Minimize the time it takes to evaluate the impact of any changes on the final product, e.g., functionality, aesthetics, etc.
- Minimize the likelihood of overlooking critical customization details, e.g., customer specifications, regulatory requirements, etc.
- Minimize the time it takes to communicate progress updates to stakeholders, e.g., customers, team members, etc.
- Minimize the time it takes to adjust the customization plan based on progress, e.g., rescheduling tasks, reallocating resources, etc.
- Minimize the likelihood of experiencing delays in the customization process, e.g., supply chain issues, technical difficulties, etc.
- Minimize the time it takes to resolve any issues that arise during customization, e.g., design flaws, material defects, etc.
- Minimize the likelihood of delivering a product that does not meet the customer's expectations, e.g., functionality, aesthetics, etc.
- Minimize the time it takes to document the customization process for future reference, e.g., design changes, material changes, etc.
- Minimize the likelihood of exceeding the budget for the customization project, e.g., material costs, labor costs, etc.
- Minimize the time it takes to review and approve each stage of the customization process, e.g., design approval, material approval, etc.
- Minimize the likelihood of failing to meet the delivery deadline for the customized product, e.g., production delays, shipping delays, etc.
- Minimize the time it takes to incorporate customer feedback into the customization process, e.g., design changes, material changes, etc.
- Minimize the likelihood of encountering legal issues related to the customization, e.g., patent infringement, regulatory non-compliance, etc.
- Minimize the time it takes to verify the quality of the customized product, e.g., functionality tests, aesthetic evaluations, etc.
- Minimize the likelihood of damaging the product during the customization process, e.g., improper handling, technical errors, etc.
- Minimize the time it takes to coordinate with other teams involved in the customization process, e.g., design team, production team, etc.
- Minimize the likelihood of losing critical data related to the customization project, e.g., design specifications, customer feedback, etc.
- Minimize the time it takes to finalize the customization and prepare the product for delivery, e.g., quality checks, packaging, 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 customization, e.g., milestones, deadlines, etc.
- Identify any deviations from the customization plan, e.g., design changes, material changes, etc.
- Evaluate the impact of any changes on the final product, e.g., functionality, aesthetics, etc.
- Avoid overlooking critical customization details, e.g., customer specifications, regulatory requirements, etc.
- Communicate progress updates to stakeholders, e.g., customers, team members, etc.
- Adjust the customization plan based on progress, e.g., rescheduling tasks, reallocating resources, etc.
- Avoid experiencing delays in the customization process, e.g., supply chain issues, technical difficulties, etc.
- Resolve any issues that arise during customization, e.g., design flaws, material defects, etc.
- Avoid delivering a product that does not meet the customer's expectations, e.g., functionality, aesthetics, etc.
- Document the customization process for future reference, e.g., design changes, material changes, etc.
- Avoid exceeding the budget for the customization project, e.g., material costs, labor costs, etc.
- Review and approve each stage of the customization process, e.g., design approval, material approval, etc.
- Avoid failing to meet the delivery deadline for the customized product, e.g., production delays, shipping delays, etc.
- Incorporate customer feedback into the customization process, e.g., design changes, material changes, etc.
- Avoid encountering legal issues related to the customization, e.g., patent infringement, regulatory non-compliance, etc.
- Verify the quality of the customized product, e.g., functionality tests, aesthetic evaluations, etc.
- Avoid damaging the product during the customization process, e.g., improper handling, technical errors, etc.
- Coordinate with other teams involved in the customization process, e.g., design team, production team, etc.
- Avoid losing critical data related to the customization project, e.g., design specifications, customer feedback, etc.
- Finalize the customization and prepare the product for delivery, e.g., quality checks, packaging, 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]