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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 correct platform for product repair, e.g., manufacturer's website, authorized service provider, etc.
- Minimize the time it takes to navigate to the account creation section, e.g., sign-up button, join now link, etc.
- Minimize the time it takes to fill out the account registration form, e.g., name, email address, password, etc.
- Minimize the time it takes to verify email address or phone number during account setup, e.g., confirmation code, verification link, etc.
- Minimize the time it takes to set up security features for the account, e.g., security questions, two-factor authentication, etc.
- Minimize the time it takes to understand the platform's terms and conditions, e.g., warranty policies, service fees, etc.
- Minimize the time it takes to locate the product registration or repair request section, e.g., warranty claim form, service request submission, etc.
- Minimize the time it takes to gather necessary product information for registration, e.g., serial number, purchase date, etc.
- Minimize the time it takes to input product details into the platform, e.g., model number, problem description, etc.
- Minimize the time it takes to select a preferred method of communication for updates, e.g., email, SMS, phone call, etc.
- Minimize the time it takes to choose a convenient repair service option, e.g., in-store, mail-in, on-site, etc.
- Minimize the time it takes to schedule a repair or service appointment, e.g., calendar availability, preferred time slots, etc.
- Minimize the time it takes to confirm the repair service request, e.g., acknowledgment email, service order number, etc.
- Minimize the time it takes to understand the next steps after service request submission, e.g., packing instructions, shipping labels, etc.
- Minimize the time it takes to access customer support or help resources, e.g., FAQ section, live chat, customer service hotline, etc.
- Minimize the time it takes to update account information, e.g., change of address, phone number, email, etc.
- Minimize the time it takes to log in to the account after creation, e.g., remember me feature, password recovery, etc.
- Minimize the time it takes to navigate through the platform after account creation, e.g., user dashboard, repair status, etc.
- Minimize the time it takes to find additional services or products, e.g., accessories, extended warranties, etc.
- Minimize the time it takes to log out securely from the platform, e.g., sign-out button, session timeout, 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 correct platform for product repair, e.g., manufacturer's website, authorized service provider, etc.
- Navigate to the account creation section, e.g., sign-up button, join now link, etc.
- Fill out the account registration form, e.g., name, email address, password, etc.
- Verify email address or phone number during account setup, e.g., confirmation code, verification link, etc.
- Set up security features for the account, e.g., security questions, two-factor authentication, etc.
- Understand the platform's terms and conditions, e.g., warranty policies, service fees, etc.
- Locate the product registration or repair request section, e.g., warranty claim form, service request submission, etc.
- Gather necessary product information for registration, e.g., serial number, purchase date, etc.
- Input product details into the platform, e.g., model number, problem description, etc.
- Select a preferred method of communication for updates, e.g., email, SMS, phone call, etc.
- Choose a convenient repair service option, e.g., in-store, mail-in, on-site, etc.
- Schedule a repair or service appointment, e.g., calendar availability, preferred time slots, etc.
- Confirm the repair service request, e.g., acknowledgment email, service order number, etc.
- Understand the next steps after service request submission, e.g., packing instructions, shipping labels, etc.
- Access customer support or help resources, e.g., FAQ section, live chat, customer service hotline, etc.
- Update account information, e.g., change of address, phone number, email, etc.
- Log in to the account after creation, e.g., remember me feature, password recovery, etc.
- Navigate through the platform after account creation, e.g., user dashboard, repair status, etc.
- Find additional services or products, e.g., accessories, extended warranties, etc.
- Log out securely from the platform, e.g., sign-out button, session timeout, 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]