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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 appropriate customization tools, e.g., design software, hardware tools, etc.
- Minimize the time it takes to understand the functionality and usage of each customization tool, e.g., software features, tool capabilities, etc.
- Minimize the likelihood of choosing inappropriate or ineffective customization tools, e.g., due to lack of knowledge, misinformation, etc.
- Minimize the time it takes to compare different customization tools, e.g., cost, efficiency, user reviews, etc.
- Minimize the likelihood of overlooking suitable customization tools, e.g., due to lack of research, information overload, etc.
- Minimize the time it takes to acquire the selected customization tools, e.g., purchase, download, installation, etc.
- Minimize the likelihood of encountering difficulties in using the selected customization tools, e.g., technical issues, user-unfriendliness, etc.
- Minimize the time it takes to train or familiarize oneself with the selected customization tools, e.g., tutorials, practice sessions, etc.
- Minimize the likelihood of misusing or damaging the selected customization tools, e.g., due to lack of training, carelessness, etc.
- Minimize the time it takes to set up and prepare the selected customization tools for use, e.g., software configuration, tool assembly, etc.
- Minimize the likelihood of delays or complications due to the selected customization tools, e.g., software bugs, tool malfunctions, etc.
- Minimize the time it takes to seek expert advice or assistance on the use of the selected customization tools, e.g., technical support, user forums, etc.
- Minimize the likelihood of failing to maximize the potential of the selected customization tools, e.g., due to lack of knowledge, underutilization, etc.
- Minimize the time it takes to adapt to the workflow or process changes brought about by the selected customization tools, e.g., new procedures, altered timelines, etc.
- Minimize the likelihood of incurring unnecessary costs due to the selected customization tools, e.g., expensive software licenses, tool maintenance, etc.
- Minimize the time it takes to evaluate the effectiveness and efficiency of the selected customization tools, e.g., performance reviews, user feedback, etc.
- Minimize the likelihood of disappointment or dissatisfaction with the selected customization tools, e.g., due to poor performance, lack of features, etc.
- Minimize the time it takes to update or upgrade the selected customization tools, e.g., software updates, tool replacements, etc.
- Minimize the likelihood of security risks or breaches due to the selected customization tools, e.g., software vulnerabilities, tool misuse, etc.
- Minimize the time it takes to integrate the selected customization tools with existing systems or processes, e.g., software integration, tool setup, 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 appropriate customization tools, e.g., design software, hardware tools, etc.
- Understand the functionality and usage of each customization tool, e.g., software features, tool capabilities, etc.
- Avoid choosing inappropriate or ineffective customization tools, e.g., due to lack of knowledge, misinformation, etc.
- Compare different customization tools, e.g., cost, efficiency, user reviews, etc.
- Avoid overlooking suitable customization tools, e.g., due to lack of research, information overload, etc.
- Acquire the selected customization tools, e.g., purchase, download, installation, etc.
- Avoid encountering difficulties in using the selected customization tools, e.g., technical issues, user-unfriendliness, etc.
- Train or familiarize oneself with the selected customization tools, e.g., tutorials, practice sessions, etc.
- Avoid misusing or damaging the selected customization tools, e.g., due to lack of training, carelessness, etc.
- Set up and prepare the selected customization tools for use, e.g., software configuration, tool assembly, etc.
- Avoid delays or complications due to the selected customization tools, e.g., software bugs, tool malfunctions, etc.
- Seek expert advice or assistance on the use of the selected customization tools, e.g., technical support, user forums, etc.
- Avoid failing to maximize the potential of the selected customization tools, e.g., due to lack of knowledge, underutilization, etc.
- Adapt to the workflow or process changes brought about by the selected customization tools, e.g., new procedures, altered timelines, etc.
- Avoid incurring unnecessary costs due to the selected customization tools, e.g., expensive software licenses, tool maintenance, etc.
- Evaluate the effectiveness and efficiency of the selected customization tools, e.g., performance reviews, user feedback, etc.
- Avoid disappointment or dissatisfaction with the selected customization tools, e.g., due to poor performance, lack of features, etc.
- Update or upgrade the selected customization tools, e.g., software updates, tool replacements, etc.
- Avoid security risks or breaches due to the selected customization tools, e.g., software vulnerabilities, tool misuse, etc.
- Integrate the selected customization tools with existing systems or processes, e.g., software integration, tool setup, 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]