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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)
- Minimize the time it takes to identify the correct loading area, e.g., dock number, warehouse location, etc.
- Minimize the time it takes to verify the product's condition before loading, e.g., damage inspection, quality check, etc.
- Minimize the time it takes to determine the optimal loading sequence, e.g., weight distribution, product type, etc.
- Minimize the time it takes to secure the product for transport, e.g., strapping, shrink wrapping, etc.
- Minimize the likelihood of product damage during loading, e.g., improper handling, equipment failure, etc.
- Minimize the time it takes to confirm the product's weight and dimensions, e.g., weight scale, measuring tape, etc.
- Minimize the time it takes to document the loading process, e.g., time logs, product condition reports, etc.
- Minimize the likelihood of loading the wrong product, e.g., SKU mix-up, incorrect order, etc.
- Minimize the time it takes to communicate with the warehouse team, e.g., loading instructions, product queries, etc.
- Minimize the likelihood of overloading the vehicle, e.g., exceeding weight limit, space constraints, etc.
- Minimize the time it takes to prepare the vehicle for loading, e.g., cleaning, inspection, etc.
- Minimize the time it takes to confirm the product's destination, e.g., delivery address, route planning, etc.
- Minimize the likelihood of delay in the loading process, e.g., equipment breakdown, staff shortage, etc.
- Minimize the time it takes to verify the product count, e.g., inventory check, order confirmation, etc.
- Minimize the time it takes to coordinate with the dispatch team, e.g., scheduling, route confirmation, etc.
- Minimize the likelihood of non-compliance with transport regulations, e.g., weight restrictions, hazardous materials, etc.
- Minimize the time it takes to train staff on loading procedures, e.g., safety protocols, equipment usage, etc.
- Minimize the likelihood of miscommunication during the loading process, e.g., incorrect instructions, language barriers, etc.
- Minimize the time it takes to resolve any issues during loading, e.g., product damage, equipment malfunction, etc.
- Minimize the likelihood of incomplete loading due to missing products, e.g., stock shortage, misplaced items, etc.
Customer Success Statements (PJTBD)
- Identify the correct loading area, e.g., dock number, warehouse location, etc.
- Verify the product's condition before loading, e.g., damage inspection, quality check, etc.
- Determine the optimal loading sequence, e.g., weight distribution, product type, etc.
- Secure the product for transport, e.g., strapping, shrink wrapping, etc.
- Avoid product damage during loading, e.g., improper handling, equipment failure, etc.
- Confirm the product's weight and dimensions, e.g., weight scale, measuring tape, etc.
- Document the loading process, e.g., time logs, product condition reports, etc.
- Avoid loading the wrong product, e.g., SKU mix-up, incorrect order, etc.
- Communicate with the warehouse team, e.g., loading instructions, product queries, etc.
- Avoid overloading the vehicle, e.g., exceeding weight limit, space constraints, etc.
- Prepare the vehicle for loading, e.g., cleaning, inspection, etc.
- Confirm the product's destination, e.g., delivery address, route planning, etc.
- Avoid delay in the loading process, e.g., equipment breakdown, staff shortage, etc.
- Verify the product count, e.g., inventory check, order confirmation, etc.
- Coordinate with the dispatch team, e.g., scheduling, route confirmation, etc.
- Avoid non-compliance with transport regulations, e.g., weight restrictions, hazardous materials, etc.
- Train staff on loading procedures, e.g., safety protocols, equipment usage, etc.
- Avoid miscommunication during the loading process, e.g., incorrect instructions, language barriers, etc.
- Resolve any issues during loading, e.g., product damage, equipment malfunction, etc.
- Avoid incomplete loading due to missing products, e.g., stock shortage, misplaced items, 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]