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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 describe the issue, e.g., error messages, malfunctioning parts, etc.
- Minimize the time it takes to select the product model and version, e.g., serial number, purchase date, etc.
- Minimize the time it takes to gather relevant documentation, e.g., warranty information, receipts, etc.
- Minimize the time it takes to identify symptoms of the problem, e.g., unusual noises, error codes, etc.
- Minimize the time it takes to determine if the issue is covered under warranty, e.g., warranty terms, coverage limits, etc.
- Minimize the time it takes to find the appropriate troubleshooting steps, e.g., manufacturer's guidelines, online forums, etc.
- Minimize the time it takes to locate a service provider or repair center, e.g., authorized dealers, certified repair shops, etc.
- Minimize the time it takes to confirm the availability of replacement parts, e.g., in stock, back-ordered, etc.
- Minimize the time it takes to estimate the repair time, e.g., hours, days, etc.
- Minimize the time it takes to understand the potential cost of repair, e.g., labor rates, parts prices, etc.
- Minimize the time it takes to check for any recalls or service bulletins, e.g., manufacturer alerts, safety notices, etc.
- Minimize the time it takes to verify compatibility of accessories or add-ons, e.g., software updates, hardware upgrades, etc.
- Minimize the time it takes to assess the impact of the issue on product functionality, e.g., partial loss, complete failure, etc.
- Minimize the time it takes to determine if a temporary workaround exists, e.g., alternative settings, bypass methods, etc.
- Minimize the time it takes to identify any user errors contributing to the problem, e.g., incorrect settings, misuse, etc.
- Minimize the time it takes to evaluate the need for professional assistance, e.g., complexity of repair, specialized tools required, etc.
- Minimize the time it takes to decide on a repair versus replace strategy, e.g., cost-benefit analysis, product lifecycle, etc.
- Minimize the time it takes to understand warranty claim procedures, e.g., claim forms, documentation requirements, etc.
- Minimize the time it takes to identify safety precautions during troubleshooting, e.g., electrical hazards, moving parts, etc.
- Minimize the time it takes to communicate the issue to customer support, e.g., online chat, email, phone call, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Describe the issue, e.g., error messages, malfunctioning parts, etc.
- Select the product model and version, e.g., serial number, purchase date, etc.
- Gather relevant documentation, e.g., warranty information, receipts, etc.
- Identify symptoms of the problem, e.g., unusual noises, error codes, etc.
- Determine if the issue is covered under warranty, e.g., warranty terms, coverage limits, etc.
- Find the appropriate troubleshooting steps, e.g., manufacturer's guidelines, online forums, etc.
- Locate a service provider or repair center, e.g., authorized dealers, certified repair shops, etc.
- Confirm the availability of replacement parts, e.g., in stock, back-ordered, etc.
- Estimate the repair time, e.g., hours, days, etc.
- Understand the potential cost of repair, e.g., labor rates, parts prices, etc.
- Check for any recalls or service bulletins, e.g., manufacturer alerts, safety notices, etc.
- Verify compatibility of accessories or add-ons, e.g., software updates, hardware upgrades, etc.
- Assess the impact of the issue on product functionality, e.g., partial loss, complete failure, etc.
- Determine if a temporary workaround exists, e.g., alternative settings, bypass methods, etc.
- Identify any user errors contributing to the problem, e.g., incorrect settings, misuse, etc.
- Evaluate the need for professional assistance, e.g., complexity of repair, specialized tools required, etc.
- Decide on a repair versus replace strategy, e.g., cost-benefit analysis, product lifecycle, etc.
- Understand warranty claim procedures, e.g., claim forms, documentation requirements, etc.
- Identify safety precautions during troubleshooting, e.g., electrical hazards, moving parts, etc.
- Communicate the issue to customer support, e.g., online chat, email, phone call, 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]