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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 potential solution providers, e.g., software vendors, consulting firms, etc.
- Minimize the time it takes to gather user feedback on existing solutions, e.g., surveys, interviews, focus groups, etc.
- Minimize the time it takes to analyze competitive solutions in the market, e.g., feature comparison, pricing, customer reviews, etc.
- Minimize the time it takes to evaluate the scalability of potential solutions, e.g., user limits, data handling capacities, etc.
- Minimize the time it takes to assess the integration capabilities of potential solutions, e.g., APIs, data import/export features, etc.
- Minimize the time it takes to understand the cost implications of each solution, e.g., subscription fees, customization costs, etc.
- Minimize the time it takes to identify potential risks associated with each solution, e.g., security vulnerabilities, compliance issues, etc.
- Minimize the time it takes to determine the support and maintenance offerings of each solution, e.g., customer service hours, update policies, etc.
- Minimize the time it takes to evaluate the user experience of each solution, e.g., interface design, ease of use, learning curve, etc.
- Minimize the time it takes to assess the customization options available for each solution, e.g., branding, workflow adjustments, feature additions, etc.
- Minimize the time it takes to understand the implementation timeline for each solution, e.g., setup duration, training schedules, etc.
- Minimize the time it takes to evaluate the data security measures of each solution, e.g., encryption methods, data backup protocols, etc.
- Minimize the time it takes to assess the mobile compatibility of each solution, e.g., mobile apps, responsive design, etc.
- Minimize the time it takes to understand the reporting and analytics capabilities of each solution, e.g., dashboards, custom reports, etc.
- Minimize the time it takes to identify any required hardware or software prerequisites for each solution, e.g., operating systems, device compatibility, etc.
- Minimize the time it takes to assess the training and educational resources provided by each solution, e.g., tutorials, webinars, documentation, etc.
- Minimize the time it takes to understand the performance history of each solution, e.g., uptime statistics, speed benchmarks, etc.
- Minimize the time it takes to evaluate the flexibility of each solution to adapt to future needs, e.g., scalability, updates, etc.
- Minimize the likelihood of choosing a solution that fails to meet key requirements, e.g., functionality, budget constraints, etc.
- Minimize the likelihood of overlooking critical user needs when selecting a solution, e.g., accessibility features, language support, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify potential solution providers, e.g., software vendors, consulting firms, etc.
- Gather user feedback on existing solutions, e.g., surveys, interviews, focus groups, etc.
- Analyze competitive solutions in the market, e.g., feature comparison, pricing, customer reviews, etc.
- Evaluate the scalability of potential solutions, e.g., user limits, data handling capacities, etc.
- Assess the integration capabilities of potential solutions, e.g., APIs, data import/export features, etc.
- Understand the cost implications of each solution, e.g., subscription fees, customization costs, etc.
- Identify potential risks associated with each solution, e.g., security vulnerabilities, compliance issues, etc.
- Determine the support and maintenance offerings of each solution, e.g., customer service hours, update policies, etc.
- Evaluate the user experience of each solution, e.g., interface design, ease of use, learning curve, etc.
- Assess the customization options available for each solution, e.g., branding, workflow adjustments, feature additions, etc.
- Understand the implementation timeline for each solution, e.g., setup duration, training schedules, etc.
- Evaluate the data security measures of each solution, e.g., encryption methods, data backup protocols, etc.
- Assess the mobile compatibility of each solution, e.g., mobile apps, responsive design, etc.
- Understand the reporting and analytics capabilities of each solution, e.g., dashboards, custom reports, etc.
- Identify any required hardware or software prerequisites for each solution, e.g., operating systems, device compatibility, etc.
- Assess the training and educational resources provided by each solution, e.g., tutorials, webinars, documentation, etc.
- Understand the performance history of each solution, e.g., uptime statistics, speed benchmarks, etc.
- Evaluate the flexibility of each solution to adapt to future needs, e.g., scalability, updates, etc.
- Avoid choosing a solution that fails to meet key requirements, e.g., functionality, budget constraints, etc.
- Avoid overlooking critical user needs when selecting a solution, e.g., accessibility features, language support, 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]