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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 locate the product model number, e.g., on the product, in the user manual, etc.
- Minimize the time it takes to identify the purchase date, e.g., through receipts, online account history, etc.
- Minimize the time it takes to describe the issue with the product, e.g., malfunction details, error codes, etc.
- Minimize the time it takes to find the warranty information, e.g., in the user manual, warranty card, etc.
- Minimize the time it takes to access previous repair history, e.g., through service records, online account, etc.
- Minimize the time it takes to determine if the issue is covered under warranty, e.g., by reviewing warranty terms, contacting customer service, etc.
- Minimize the time it takes to compile evidence of the issue, e.g., photos, videos, error logs, etc.
- Minimize the time it takes to locate the serial number, e.g., on the product, in the user manual, etc.
- Minimize the time it takes to verify account ownership, e.g., through login credentials, verification codes, etc.
- Minimize the time it takes to gather contact information for support, e.g., customer service number, email address, etc.
- Minimize the time it takes to prepare a detailed problem statement, e.g., when the issue occurs, under what conditions, etc.
- Minimize the time it takes to find the nearest authorized service center, e.g., through the manufacturer's website, customer service, etc.
- Minimize the time it takes to understand the online submission process, e.g., form fields, required documents, etc.
- Minimize the time it takes to determine the expected turnaround time for repairs, e.g., by reading FAQs, contacting support, etc.
- Minimize the time it takes to identify any costs not covered by warranty, e.g., through warranty terms, customer service inquiries, etc.
- Minimize the time it takes to locate troubleshooting guides, e.g., in the user manual, on the manufacturer's website, etc.
- Minimize the time it takes to find out if a loaner or replacement is available during repair, e.g., by reading warranty terms, contacting customer service, etc.
- Minimize the time it takes to understand the shipping or drop-off process for repairs, e.g., prepaid labels, authorized drop-off locations, etc.
- Minimize the time it takes to confirm receipt of the product by the service center, e.g., through tracking numbers, confirmation emails, etc.
- Minimize the time it takes to know the contact points for status updates, e.g., online tracking, customer service number, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Locate the product model number, e.g., on the product, in the user manual, etc.
- Identify the purchase date, e.g., through receipts, online account history, etc.
- Describe the issue with the product, e.g., malfunction details, error codes, etc.
- Find the warranty information, e.g., in the user manual, warranty card, etc.
- Access previous repair history, e.g., through service records, online account, etc.
- Determine if the issue is covered under warranty, e.g., by reviewing warranty terms, contacting customer service, etc.
- Compile evidence of the issue, e.g., photos, videos, error logs, etc.
- Locate the serial number, e.g., on the product, in the user manual, etc.
- Verify account ownership, e.g., through login credentials, verification codes, etc.
- Gather contact information for support, e.g., customer service number, email address, etc.
- Prepare a detailed problem statement, e.g., when the issue occurs, under what conditions, etc.
- Find the nearest authorized service center, e.g., through the manufacturer's website, customer service, etc.
- Understand the online submission process, e.g., form fields, required documents, etc.
- Determine the expected turnaround time for repairs, e.g., by reading FAQs, contacting support, etc.
- Identify any costs not covered by warranty, e.g., through warranty terms, customer service inquiries, etc.
- Locate troubleshooting guides, e.g., in the user manual, on the manufacturer's website, etc.
- Find out if a loaner or replacement is available during repair, e.g., by reading warranty terms, contacting customer service, etc.
- Understand the shipping or drop-off process for repairs, e.g., prepaid labels, authorized drop-off locations, etc.
- Confirm receipt of the product by the service center, e.g., through tracking numbers, confirmation emails, etc.
- Know the contact points for status updates, e.g., online tracking, customer service number, 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]