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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 product's specific handling requirements, e.g., temperature control, fragility, etc.
- Minimize the time it takes to determine the appropriate packaging materials, e.g., bubble wrap, foam peanuts, etc.
- Minimize the time it takes to secure the product within the packaging, e.g., taping, strapping, etc.
- Minimize the likelihood of product damage during packaging, e.g., scratches, dents, etc.
- Minimize the time it takes to label the package correctly, e.g., destination address, handling instructions, etc.
- Minimize the likelihood of mislabeling the package, e.g., incorrect address, missing information, etc.
- Minimize the time it takes to record the package details for tracking, e.g., weight, dimensions, etc.
- Minimize the likelihood of errors in recording package details, e.g., incorrect weight, wrong dimensions, etc.
- Minimize the time it takes to prepare necessary documentation for transport, e.g., shipping manifest, customs forms, etc.
- Minimize the likelihood of missing or incorrect documentation, e.g., incomplete forms, missing signatures, etc.
- Minimize the time it takes to load the product onto the transport vehicle, e.g., forklift, conveyor, etc.
- Minimize the likelihood of damage during loading, e.g., dropped packages, crushed boxes, etc.
- Minimize the time it takes to secure the product within the transport vehicle, e.g., strapping, netting, etc.
- Minimize the likelihood of product shifting during transport, e.g., loose straps, inadequate netting, etc.
- Minimize the time it takes to confirm the transport vehicle is ready for departure, e.g., fuel level, tire pressure, etc.
- Minimize the likelihood of vehicle issues delaying departure, e.g., engine trouble, flat tire, etc.
- Minimize the time it takes to communicate the departure to relevant parties, e.g., dispatch, receiving, etc.
- Minimize the likelihood of miscommunication causing delays or confusion, e.g., incorrect departure time, wrong destination, etc.
- Minimize the time it takes to complete the final checks before departure, e.g., door closure, lights, etc.
- Minimize the likelihood of overlooking a final check, e.g., unlocked door, unlit lights, etc.
Customer Success Statements (PJTBD)
- Identify the product's specific handling requirements, e.g., temperature control, fragility, etc.
- Determine the appropriate packaging materials, e.g., bubble wrap, foam peanuts, etc.
- Secure the product within the packaging, e.g., taping, strapping, etc.
- Avoid product damage during packaging, e.g., scratches, dents, etc.
- Label the package correctly, e.g., destination address, handling instructions, etc.
- Avoid mislabeling the package, e.g., incorrect address, missing information, etc.
- Record the package details for tracking, e.g., weight, dimensions, etc.
- Avoid errors in recording package details, e.g., incorrect weight, wrong dimensions, etc.
- Prepare necessary documentation for transport, e.g., shipping manifest, customs forms, etc.
- Avoid missing or incorrect documentation, e.g., incomplete forms, missing signatures, etc.
- Load the product onto the transport vehicle, e.g., forklift, conveyor, etc.
- Avoid damage during loading, e.g., dropped packages, crushed boxes, etc.
- Secure the product within the transport vehicle, e.g., strapping, netting, etc.
- Avoid product shifting during transport, e.g., loose straps, inadequate netting, etc.
- Confirm the transport vehicle is ready for departure, e.g., fuel level, tire pressure, etc.
- Avoid vehicle issues delaying departure, e.g., engine trouble, flat tire, etc.
- Communicate the departure to relevant parties, e.g., dispatch, receiving, etc.
- Avoid miscommunication causing delays or confusion, e.g., incorrect departure time, wrong destination, etc.
- Complete the final checks before departure, e.g., door closure, lights, etc.
- Avoid overlooking a final check, e.g., unlocked door, unlit lights, 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]