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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 gather customer specifications, e.g., size, capacity, functionality, etc.
- Minimize the time it takes to assess the compatibility of existing systems with the new solution, e.g., software, hardware, network requirements, etc.
- Minimize the time it takes to determine environmental constraints, e.g., temperature, humidity, space, etc.
- Minimize the time it takes to identify regulatory and compliance requirements, e.g., safety standards, data protection laws, etc.
- Minimize the time it takes to evaluate potential solution providers, e.g., vendor reputation, support services, cost, etc.
- Minimize the time it takes to understand the total cost of ownership, e.g., purchase price, maintenance fees, upgrade costs, etc.
- Minimize the time it takes to forecast the expected lifespan of the solution, e.g., warranty period, obsolescence rate, etc.
- Minimize the time it takes to assess the scalability of the solution, e.g., modular design, upgrade paths, etc.
- Minimize the time it takes to evaluate the ease of integration with existing workflows, e.g., compatibility with current processes, training requirements, etc.
- Minimize the time it takes to identify potential risks and mitigation strategies, e.g., implementation delays, technology mismatches, etc.
- Minimize the time it takes to determine the level of customization required, e.g., specific features, proprietary interfaces, etc.
- Minimize the time it takes to assess the availability of technical support, e.g., helpdesk hours, on-site assistance, etc.
- Minimize the time it takes to evaluate the solution's security features, e.g., encryption, access controls, audit trails, etc.
- Minimize the time it takes to understand user training needs, e.g., manuals, online tutorials, in-person sessions, etc.
- Minimize the time it takes to forecast return on investment, e.g., productivity gains, cost savings, etc.
- Minimize the time it takes to assess interoperability with other systems, e.g., data exchange formats, API compatibility, etc.
- Minimize the time it takes to determine the solution's flexibility for future needs, e.g., expandability, updates, etc.
- Minimize the time it takes to identify potential suppliers or partners, e.g., manufacturers, service providers, etc.
- Minimize the time it takes to evaluate the environmental impact of the solution, e.g., energy consumption, recyclability, etc.
- Minimize the time it takes to understand the impact on customer satisfaction, e.g., usability, reliability, performance, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Gather customer specifications, e.g., size, capacity, functionality, etc.
- Assess the compatibility of existing systems with the new solution, e.g., software, hardware, network requirements, etc.
- Determine environmental constraints, e.g., temperature, humidity, space, etc.
- Identify regulatory and compliance requirements, e.g., safety standards, data protection laws, etc.
- Evaluate potential solution providers, e.g., vendor reputation, support services, cost, etc.
- Understand the total cost of ownership, e.g., purchase price, maintenance fees, upgrade costs, etc.
- Forecast the expected lifespan of the solution, e.g., warranty period, obsolescence rate, etc.
- Assess the scalability of the solution, e.g., modular design, upgrade paths, etc.
- Evaluate the ease of integration with existing workflows, e.g., compatibility with current processes, training requirements, etc.
- Identify potential risks and mitigation strategies, e.g., implementation delays, technology mismatches, etc.
- Determine the level of customization required, e.g., specific features, proprietary interfaces, etc.
- Assess the availability of technical support, e.g., helpdesk hours, on-site assistance, etc.
- Evaluate the solution's security features, e.g., encryption, access controls, audit trails, etc.
- Understand user training needs, e.g., manuals, online tutorials, in-person sessions, etc.
- Forecast return on investment, e.g., productivity gains, cost savings, etc.
- Assess interoperability with other systems, e.g., data exchange formats, API compatibility, etc.
- Determine the solution's flexibility for future needs, e.g., expandability, updates, etc.
- Identify potential suppliers or partners, e.g., manufacturers, service providers, etc.
- Evaluate the environmental impact of the solution, e.g., energy consumption, recyclability, etc.
- Understand the impact on customer satisfaction, e.g., usability, reliability, performance, 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]