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)
- Minimize the time it takes to compare product features and specifications, e.g., size, power, durability, etc.
- Minimize the time it takes to assess product compatibility with existing systems or products, e.g., connectivity, interface, integration, etc.
- Minimize the time it takes to evaluate product reviews and ratings, e.g., customer feedback, expert opinions, rating scales, etc.
- Minimize the time it takes to analyze price comparisons and value propositions, e.g., cost-benefit analysis, discounts, bundles, etc.
- Minimize the time it takes to identify and understand product warranties and guarantees, e.g., coverage duration, terms and conditions, claim process, etc.
- Minimize the time it takes to determine product availability and delivery options, e.g., stock levels, shipping times, local availability, etc.
- Minimize the time it takes to verify product safety and compliance standards, e.g., certifications, regulations, testing results, etc.
- Minimize the time it takes to assess the environmental impact of the product, e.g., sustainability, recyclability, carbon footprint, etc.
- Minimize the time it takes to understand the product's ease of use and maintenance, e.g., user manual, servicing needs, ease of cleaning, etc.
- Minimize the time it takes to identify any additional costs associated with the product, e.g., installation fees, accessories, upgrades, etc.
- Minimize the time it takes to evaluate the product's scalability and upgrade potential, e.g., modular design, compatibility with future technologies, etc.
- Minimize the time it takes to understand the resale value and longevity of the product, e.g., durability, market demand, depreciation rate, etc.
- Minimize the time it takes to evaluate the brand's reputation and reliability, e.g., company history, customer service, brand loyalty, etc.
- Minimize the time it takes to assess the impact of the product on lifestyle or daily routines, e.g., convenience, efficiency, lifestyle compatibility, etc.
- Minimize the time it takes to understand the financing options available for the product, e.g., payment plans, credit terms, leasing options, etc.
- Minimize the likelihood of choosing a product that fails to meet personal or professional needs, e.g., underperformance, lack of features, incompatibility, etc.
- Minimize the likelihood of overlooking critical product features or functions, e.g., hidden costs, missing accessories, limited functionalities, etc.
- Minimize the likelihood of being influenced by biased or unreliable sources of information, e.g., sponsored content, misleading advertising, etc.
- Minimize the likelihood of encountering post-purchase dissatisfaction due to unmet expectations, e.g., product defects, poor service, unfulfilled promises, etc.
- Minimize the likelihood of making a hasty decision without thorough evaluation, e.g., impulse buying, pressure sales tactics, limited-time offers, etc.
Customer Success Statements (PJTBD)
- Compare product features and specifications, e.g., size, power, durability, etc.
- Assess product compatibility with existing systems or products, e.g., connectivity, interface, integration, etc.
- Evaluate product reviews and ratings, e.g., customer feedback, expert opinions, rating scales, etc.
- Analyze price comparisons and value propositions, e.g., cost-benefit analysis, discounts, bundles, etc.
- Identify product warranties and guarantees, e.g., coverage duration, terms and conditions, claim process, etc.
- Determine product availability and delivery options, e.g., stock levels, shipping times, local availability, etc.
- Verify product safety and compliance standards, e.g., certifications, regulations, testing results, etc.
- Assess the environmental impact of the product, e.g., sustainability, recyclability, carbon footprint, etc.
- Understand the product's ease of use and maintenance, e.g., user manual, servicing needs, ease of cleaning, etc.
- Identify any additional costs associated with the product, e.g., installation fees, accessories, upgrades, etc.
- Evaluate the product's scalability and upgrade potential, e.g., modular design, compatibility with future technologies, etc.
- Understand the resale value and longevity of the product, e.g., durability, market demand, depreciation rate, etc.
- Evaluate the brand's reputation and reliability, e.g., company history, customer service, brand loyalty, etc.
- Assess the impact of the product on lifestyle or daily routines, e.g., convenience, efficiency, lifestyle compatibility, etc.
- Understand the financing options available for the product, e.g., payment plans, credit terms, leasing options, etc.
- Avoid choosing a product that fails to meet personal or professional needs, e.g., underperformance, lack of features, incompatibility, etc.
- Avoid overlooking critical product features or functions, e.g., hidden costs, missing accessories, limited functionalities, etc.
- Avoid being influenced by biased or unreliable sources of information, e.g., sponsored content, misleading advertising, etc.
- Avoid encountering post-purchase dissatisfaction due to unmet expectations, e.g., product defects, poor service, unfulfilled promises, etc.
- Avoid making a hasty decision without thorough evaluation, e.g., impulse buying, pressure sales tactics, limited-time offers, 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]