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 collect and analyze performance data from the new solution, e.g., efficiency metrics, error rates, etc.
- Minimize the time it takes to compare actual performance against expected outcomes and benchmarks, e.g., KPIs, project goals, etc.
- Minimize the time it takes to identify areas for improvement or optimization in the solution, e.g., process bottlenecks, feature enhancements, etc.
- Minimize the time it takes to gather user feedback on the solution's effectiveness and usability, e.g., satisfaction surveys, usability tests, etc.
- Minimize the time it takes to evaluate the solution's impact on overall business operations and objectives, e.g., ROI analysis, productivity changes, etc.
- Minimize the time it takes to conduct regular reviews and updates of the solution's performance metrics, e.g., monthly reports, annual assessments, etc.
- Minimize the time it takes to coordinate with vendors or suppliers for ongoing support and improvements, e.g., software updates, technical consultations, etc.
- Minimize the time it takes to train and support staff in maximizing the use of the new solution, e.g., advanced training sessions, helpdesk support, etc.
- Minimize the time it takes to document and report on the solution's performance to stakeholders, e.g., executive summaries, performance dashboards, etc.
- Minimize the time it takes to plan and implement changes or updates based on performance assessments, e.g., system upgrades, process revisions, etc.
- Minimize the time it takes to assess the solution's scalability and adaptability to future needs, e.g., expansion capabilities, modular additions, etc.
- Minimize the time it takes to monitor the solution's security and compliance with industry standards, e.g., data privacy, regulatory compliance, etc.
- Minimize the time it takes to evaluate the long-term sustainability and maintenance requirements of the solution, e.g., environmental impact, ongoing costs, etc.
- Minimize the time it takes to analyze the solution's integration with other systems and technologies, e.g., interoperability testing, API connections, etc.
- Minimize the time it takes to forecast future performance trends based on current data and insights, e.g., predictive analytics, trend analysis, etc.
- Minimize the likelihood of overlooking critical performance issues or failures in the solution, e.g., through comprehensive monitoring systems, regular audits, etc.
- Minimize the likelihood of user dissatisfaction due to unmet performance expectations, e.g., by aligning solution capabilities with user needs, continuous improvement, etc.
- Minimize the likelihood of cost inefficiencies or budgetary oversights in maintaining the solution, e.g., through regular cost-benefit analyses, budget reviews, etc.
- Minimize the likelihood of technological obsolescence or incompatibility with future advancements, e.g., by ensuring modular design, upgradability, etc.
- Minimize the time it takes to make informed decisions on the continuation, expansion, or replacement of the solution, e.g., decision-making frameworks, ROI evaluations, etc.
Customer Success Statements (PJTBD)
- Collect and analyze performance data from the new solution, e.g., efficiency metrics, error rates, etc.
- Compare actual performance against expected outcomes and benchmarks, e.g., KPIs, project goals, etc.
- Identify areas for improvement or optimization in the solution, e.g., process bottlenecks, feature enhancements, etc.
- Gather user feedback on the solution's effectiveness and usability, e.g., satisfaction surveys, usability tests, etc.
- Evaluate the solution's impact on overall business operations and objectives, e.g., ROI analysis, productivity changes, etc.
- Conduct regular reviews and updates of the solution's performance metrics, e.g., monthly reports, annual assessments, etc.
- Coordinate with vendors or suppliers for ongoing support and improvements, e.g., software updates, technical consultations, etc.
- Train and support staff in maximizing the use of the new solution, e.g., advanced training sessions, helpdesk support, etc.
- Document and report on the solution's performance to stakeholders, e.g., executive summaries, performance dashboards, etc.
- Plan and implement changes or updates based on performance assessments, e.g., system upgrades, process revisions, etc.
- Assess the solution's scalability and adaptability to future needs, e.g., expansion capabilities, modular additions, etc.
- Monitor the solution's security and compliance with industry standards, e.g., data privacy, regulatory compliance, etc.
- Evaluate the long-term sustainability and maintenance requirements of the solution, e.g., environmental impact, ongoing costs, etc.
- Analyze the solution's integration with other systems and technologies, e.g., interoperability testing, API connections, etc.
- Forecast future performance trends based on current data and insights, e.g., predictive analytics, trend analysis, etc.
- Avoid overlooking critical performance issues or failures in the solution, e.g., through comprehensive monitoring systems, regular audits, etc.
- Avoid user dissatisfaction due to unmet performance expectations, e.g., by aligning solution capabilities with user needs, continuous improvement, etc.
- Avoid cost inefficiencies or budgetary oversights in maintaining the solution, e.g., through regular cost-benefit analyses, budget reviews, etc.
- Avoid technological obsolescence or incompatibility with future advancements, e.g., by ensuring modular design, upgradability, etc.
- Make informed decisions on the continuation, expansion, or replacement of the solution, e.g., decision-making frameworks, ROI evaluations, 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]