/w=256,quality=90,fit=scale-down)
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 record installation steps, e.g., sequence of operations, tools used, etc.
- Minimize the time it takes to capture critical settings, e.g., configuration parameters, calibration data, etc.
- Minimize the time it takes to identify potential installation issues, e.g., incompatible components, environmental constraints, etc.
- Minimize the time it takes to verify installation completeness, e.g., all components installed, all functions operational, etc.
- Minimize the time it takes to document safety measures taken, e.g., lockout-tagout procedures, personal protective equipment used, etc.
- Minimize the time it takes to outline maintenance procedures, e.g., regular checks, cleaning schedules, etc.
- Minimize the time it takes to detail troubleshooting steps, e.g., common errors, corrective actions, etc.
- Minimize the time it takes to specify warranty information, e.g., coverage period, claim process, etc.
- Minimize the time it takes to list required follow-up actions, e.g., software updates, system monitoring, etc.
- Minimize the time it takes to provide contact information for support, e.g., technical helpdesk, online resources, etc.
- Minimize the time it takes to ensure readability of the documentation, e.g., clear language, logical structure, etc.
- Minimize the time it takes to incorporate feedback from installation team, e.g., suggestions for improvement, identified gaps, etc.
- Minimize the time it takes to update documentation based on product changes, e.g., new features, discontinued components, etc.
- Minimize the time it takes to share documentation with relevant stakeholders, e.g., customers, maintenance teams, etc.
- Minimize the time it takes to standardize documentation format, e.g., templates, branding, etc.
- Minimize the time it takes to ensure accessibility of documentation, e.g., digital copies, physical manuals, etc.
- Minimize the time it takes to integrate installation insights into training materials, e.g., best practices, lessons learned, etc.
- Minimize the time it takes to validate the accuracy of the documentation, e.g., cross-checking with product specifications, field tests, etc.
- Minimize the time it takes to archive old versions of the documentation, e.g., version control systems, secure storage, etc.
- Minimize the time it takes to gather all necessary documentation before installation begins, e.g., schematics, user manuals, regulatory compliance documents, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Record installation steps, e.g., sequence of operations, tools used, etc.
- Capture critical settings, e.g., configuration parameters, calibration data, etc.
- Identify potential installation issues, e.g., incompatible components, environmental constraints, etc.
- Verify installation completeness, e.g., all components installed, all functions operational, etc.
- Document safety measures taken, e.g., lockout-tagout procedures, personal protective equipment used, etc.
- Outline maintenance procedures, e.g., regular checks, cleaning schedules, etc.
- Detail troubleshooting steps, e.g., common errors, corrective actions, etc.
- Specify warranty information, e.g., coverage period, claim process, etc.
- List required follow-up actions, e.g., software updates, system monitoring, etc.
- Provide contact information for support, e.g., technical helpdesk, online resources, etc.
- Ensure readability of the documentation, e.g., clear language, logical structure, etc.
- Incorporate feedback from installation team, e.g., suggestions for improvement, identified gaps, etc.
- Update documentation based on product changes, e.g., new features, discontinued components, etc.
- Share documentation with relevant stakeholders, e.g., customers, maintenance teams, etc.
- Standardize documentation format, e.g., templates, branding, etc.
- Ensure accessibility of documentation, e.g., digital copies, physical manuals, etc.
- Integrate installation insights into training materials, e.g., best practices, lessons learned, etc.
- Validate the accuracy of the documentation, e.g., cross-checking with product specifications, field tests, etc.
- Archive old versions of the documentation, e.g., version control systems, secure storage, etc.
- Gather all necessary documentation before installation begins, e.g., schematics, user manuals, regulatory compliance documents, 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]