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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 resources for help, e.g., user manuals, online forums, etc.
- Minimize the time it takes to formulate clear and concise questions, e.g., problem description, expected outcome, etc.
- Minimize the likelihood of miscommunication or misunderstanding, e.g., technical jargon, unclear instructions, etc.
- Minimize the time it takes to reach out to the support team, e.g., email, live chat, phone call, etc.
- Minimize the time it takes to receive a response from the support team, e.g., automated reply, human response, etc.
- Minimize the likelihood of receiving irrelevant or unhelpful responses, e.g., generic solutions, unrelated advice, etc.
- Minimize the time it takes to understand the provided solution or advice, e.g., step-by-step instructions, visual aids, etc.
- Minimize the likelihood of failing to implement the provided solution, e.g., complex steps, lack of required tools, etc.
- Minimize the time it takes to verify the effectiveness of the implemented solution, e.g., testing, observation, etc.
- Minimize the likelihood of recurring issues or problems, e.g., temporary fixes, underlying issues, etc.
- Minimize the time it takes to document the problem and its solution, e.g., note-taking, screenshots, etc.
- Minimize the likelihood of forgetting the solution or steps taken, e.g., lack of documentation, complex solutions, etc.
- Minimize the time it takes to share the solution with others facing the same issue, e.g., forum posts, group chats, etc.
- Minimize the likelihood of misleading others with incorrect or incomplete information, e.g., missing steps, wrong advice, etc.
- Minimize the time it takes to get back to the learning process after resolving the issue, e.g., refocusing, reorganizing, etc.
- Minimize the likelihood of losing motivation or interest due to the issue, e.g., frustration, confusion, etc.
- Minimize the time it takes to catch up with the learning progress after the interruption, e.g., reviewing, practicing, etc.
- Minimize the likelihood of making the same mistake or encountering the same issue, e.g., lack of understanding, forgetfulness, etc.
- Minimize the time it takes to apply the learned solution to similar future issues, e.g., pattern recognition, problem-solving, etc.
- Minimize the likelihood of needing external help for similar issues in the future, e.g., self-reliance, confidence, 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 resources for help, e.g., user manuals, online forums, etc.
- Formulate clear and concise questions, e.g., problem description, expected outcome, etc.
- Avoid miscommunication or misunderstanding, e.g., technical jargon, unclear instructions, etc.
- Reach out to the support team, e.g., email, live chat, phone call, etc.
- Receive a response from the support team, e.g., automated reply, human response, etc.
- Avoid receiving irrelevant or unhelpful responses, e.g., generic solutions, unrelated advice, etc.
- Understand the provided solution or advice, e.g., step-by-step instructions, visual aids, etc.
- Avoid failing to implement the provided solution, e.g., complex steps, lack of required tools, etc.
- Verify the effectiveness of the implemented solution, e.g., testing, observation, etc.
- Avoid recurring issues or problems, e.g., temporary fixes, underlying issues, etc.
- Document the problem and its solution, e.g., note-taking, screenshots, etc.
- Avoid forgetting the solution or steps taken, e.g., lack of documentation, complex solutions, etc.
- Share the solution with others facing the same issue, e.g., forum posts, group chats, etc.
- Avoid misleading others with incorrect or incomplete information, e.g., missing steps, wrong advice, etc.
- Get back to the learning process after resolving the issue, e.g., refocusing, reorganizing, etc.
- Avoid losing motivation or interest due to the issue, e.g., frustration, confusion, etc.
- Catch up with the learning progress after the interruption, e.g., reviewing, practicing, etc.
- Avoid making the same mistake or encountering the same issue, e.g., lack of understanding, forgetfulness, etc.
- Apply the learned solution to similar future issues, e.g., pattern recognition, problem-solving, etc.
- Avoid needing external help for similar issues in the future, e.g., self-reliance, confidence, 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]