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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 verify the transportation schedule, e.g., departure and arrival times, transit duration, etc.
- Minimize the time it takes to confirm the transportation route, e.g., road conditions, traffic, detours, etc.
- Minimize the time it takes to validate the load capacity, e.g., weight limits, volume limits, etc.
- Minimize the time it takes to check the condition of the transport vehicle, e.g., fuel level, tire pressure, maintenance status, etc.
- Minimize the time it takes to ensure the safety measures for the product or solution being transported, e.g., temperature control, secure packaging, etc.
- Minimize the time it takes to confirm the delivery address, e.g., correct location, accessibility, etc.
- Minimize the time it takes to verify the contact details of the receiver, e.g., phone number, email, etc.
- Minimize the time it takes to confirm the necessary documentation for the transportation, e.g., shipping manifest, bill of lading, etc.
- Minimize the likelihood of miscommunication with the receiver, e.g., delivery time, special instructions, etc.
- Minimize the likelihood of transportation delays, e.g., traffic jams, vehicle breakdown, etc.
- Minimize the likelihood of damage to the product or solution during transportation, e.g., improper handling, accidents, etc.
- Minimize the time it takes to confirm the insurance coverage for the transportation, e.g., coverage amount, claim process, etc.
- Minimize the time it takes to verify the compliance with transportation regulations, e.g., hazardous materials, weight limits, etc.
- Minimize the likelihood of loss of product or solution during transportation, e.g., theft, misplacement, etc.
- Minimize the time it takes to confirm the availability of necessary equipment for loading and unloading, e.g., forklift, pallet jack, etc.
- Minimize the time it takes to verify the weather conditions for the transportation, e.g., rain, snow, heat, etc.
- Minimize the likelihood of misinterpretation of transportation details, e.g., delivery time, route, etc.
- Minimize the time it takes to confirm the payment details for the transportation, e.g., payment method, payment terms, etc.
- Minimize the likelihood of non-compliance with the receiver's transportation requirements, e.g., delivery time, packaging, etc.
- Minimize the time it takes to verify the backup plan in case of transportation issues, e.g., alternative route, replacement vehicle, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Verify the transportation schedule, e.g., departure and arrival times, transit duration, etc.
- Confirm the transportation route, e.g., road conditions, traffic, detours, etc.
- Validate the load capacity, e.g., weight limits, volume limits, etc.
- Check the condition of the transport vehicle, e.g., fuel level, tire pressure, maintenance status, etc.
- Ensure the safety measures for the product or solution being transported, e.g., temperature control, secure packaging, etc.
- Confirm the delivery address, e.g., correct location, accessibility, etc.
- Verify the contact details of the receiver, e.g., phone number, email, etc.
- Confirm the necessary documentation for the transportation, e.g., shipping manifest, bill of lading, etc.
- Avoid miscommunication with the receiver, e.g., delivery time, special instructions, etc.
- Avoid transportation delays, e.g., traffic jams, vehicle breakdown, etc.
- Avoid damage to the product or solution during transportation, e.g., improper handling, accidents, etc.
- Confirm the insurance coverage for the transportation, e.g., coverage amount, claim process, etc.
- Verify the compliance with transportation regulations, e.g., hazardous materials, weight limits, etc.
- Avoid loss of product or solution during transportation, e.g., theft, misplacement, etc.
- Confirm the availability of necessary equipment for loading and unloading, e.g., forklift, pallet jack, etc.
- Verify the weather conditions for the transportation, e.g., rain, snow, heat, etc.
- Avoid misinterpretation of transportation details, e.g., delivery time, route, etc.
- Confirm the payment details for the transportation, e.g., payment method, payment terms, etc.
- Avoid non-compliance with the receiver's transportation requirements, e.g., delivery time, packaging, etc.
- Verify the backup plan in case of transportation issues, e.g., alternative route, replacement vehicle, 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]