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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 articulate the specific issue, e.g., error codes, malfunctioning behavior, etc.
- Minimize the time it takes to identify the product model and version, e.g., serial numbers, purchase date, etc.
- Minimize the time it takes to detail the troubleshooting steps already taken, e.g., restarting the device, checking connections, etc.
- Minimize the time it takes to provide context on when the issue occurs, e.g., during startup, under heavy load, etc.
- Minimize the time it takes to specify the environment in which the product is used, e.g., outdoor, industrial settings, etc.
- Minimize the time it takes to highlight any recent changes to the product or its environment, e.g., software updates, relocation, etc.
- Minimize the time it takes to clarify the frequency and duration of the problem, e.g., intermittent, constant, etc.
- Minimize the time it takes to indicate the severity of the issue, e.g., complete failure, reduced performance, etc.
- Minimize the time it takes to note any error messages or warnings displayed, e.g., on-screen alerts, indicator lights, etc.
- Minimize the time it takes to mention any parts that appear damaged or worn, e.g., frayed cables, cracks, etc.
- Minimize the time it takes to describe any sounds or smells associated with the malfunction, e.g., buzzing, burning odor, etc.
- Minimize the time it takes to record the steps leading up to the problem, e.g., actions taken, conditions, etc.
- Minimize the time it takes to detail any attempts to resolve the issue externally, e.g., consulting forums, contacting support, etc.
- Minimize the time it takes to specify any preferences for the resolution, e.g., repair, replacement, etc.
- Minimize the time it takes to indicate the preferred communication channel for updates, e.g., email, phone, etc.
- Minimize the time it takes to state the urgency for a resolution, e.g., critical business use, personal convenience, etc.
- Minimize the time it takes to provide contact information for follow-up, e.g., phone number, email address, etc.
- Minimize the time it takes to attach relevant documentation or images, e.g., receipts, photos of the issue, etc.
- Minimize the time it takes to confirm the submission of the problem description, e.g., through confirmation email, status page, etc.
- Minimize the time it takes to request an estimated time for response or resolution, e.g., immediate acknowledgment, repair timeframe, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Articulate the specific issue, e.g., error codes, malfunctioning behavior, etc.
- Identify the product model and version, e.g., serial numbers, purchase date, etc.
- Detail the troubleshooting steps already taken, e.g., restarting the device, checking connections, etc.
- Provide context on when the issue occurs, e.g., during startup, under heavy load, etc.
- Specify the environment in which the product is used, e.g., outdoor, industrial settings, etc.
- Highlight any recent changes to the product or its environment, e.g., software updates, relocation, etc.
- Clarify the frequency and duration of the problem, e.g., intermittent, constant, etc.
- Indicate the severity of the issue, e.g., complete failure, reduced performance, etc.
- Note any error messages or warnings displayed, e.g., on-screen alerts, indicator lights, etc.
- Mention any parts that appear damaged or worn, e.g., frayed cables, cracks, etc.
- Describe any sounds or smells associated with the malfunction, e.g., buzzing, burning odor, etc.
- Record the steps leading up to the problem, e.g., actions taken, conditions, etc.
- Detail any attempts to resolve the issue externally, e.g., consulting forums, contacting support, etc.
- Specify any preferences for the resolution, e.g., repair, replacement, etc.
- Indicate the preferred communication channel for updates, e.g., email, phone, etc.
- State the urgency for a resolution, e.g., critical business use, personal convenience, etc.
- Provide contact information for follow-up, e.g., phone number, email address, etc.
- Attach relevant documentation or images, e.g., receipts, photos of the issue, etc.
- Confirm the submission of the problem description, e.g., through confirmation email, status page, etc.
- Request an estimated time for response or resolution, e.g., immediate acknowledgment, repair timeframe, 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]