/w=256,quality=90,fit=scale-down)
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 solutions, e.g., online research, recommendations, etc.
- Minimize the time it takes to understand the features of potential solutions, e.g., product specifications, user reviews, etc.
- Minimize the time it takes to compare potential solutions, e.g., cost, functionality, compatibility, etc.
- Minimize the time it takes to evaluate the reliability of potential solutions, e.g., brand reputation, warranty, etc.
- Minimize the time it takes to assess the ease of implementation of potential solutions, e.g., setup process, integration with existing systems, etc.
- Minimize the time it takes to determine the scalability of potential solutions, e.g., ability to handle increased workload, upgrade options, etc.
- Minimize the time it takes to understand the support and maintenance requirements of potential solutions, e.g., customer support, regular updates, etc.
- Minimize the likelihood of overlooking a better solution, e.g., due to lack of research, biased reviews, etc.
- Minimize the likelihood of choosing a solution that doesn't meet requirements, e.g., due to misunderstanding of features, hidden costs, etc.
- Minimize the likelihood of investing in a solution that becomes obsolete quickly, e.g., due to rapid technological advancements, discontinuation of product, etc.
- Minimize the time it takes to understand the cost-effectiveness of potential solutions, e.g., total cost of ownership, return on investment, etc.
- Minimize the time it takes to identify potential risks associated with potential solutions, e.g., security vulnerabilities, data privacy issues, etc.
- Minimize the time it takes to evaluate the user-friendliness of potential solutions, e.g., user interface, ease of use, etc.
- Minimize the time it takes to assess the compatibility of potential solutions with existing systems, e.g., software, hardware, etc.
- Minimize the likelihood of choosing a solution that requires extensive training, e.g., complex features, unfamiliar interface, etc.
- Minimize the time it takes to understand the long-term viability of potential solutions, e.g., company stability, product roadmap, etc.
- Minimize the likelihood of experiencing disruptions during the transition to a new solution, e.g., downtime, data loss, etc.
- Minimize the time it takes to evaluate the performance of potential solutions, e.g., speed, accuracy, efficiency, etc.
- Minimize the likelihood of encountering unexpected costs with potential solutions, e.g., licensing fees, upgrade costs, etc.
- Minimize the time it takes to determine the adaptability of potential solutions to future needs, e.g., customization options, flexibility, 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 solutions, e.g., online research, recommendations, etc.
- Understand the features of potential solutions, e.g., product specifications, user reviews, etc.
- Compare potential solutions, e.g., cost, functionality, compatibility, etc.
- Evaluate the reliability of potential solutions, e.g., brand reputation, warranty, etc.
- Assess the ease of implementation of potential solutions, e.g., setup process, integration with existing systems, etc.
- Determine the scalability of potential solutions, e.g., ability to handle increased workload, upgrade options, etc.
- Understand the support and maintenance requirements of potential solutions, e.g., customer support, regular updates, etc.
- Avoid overlooking a better solution, e.g., due to lack of research, biased reviews, etc.
- Avoid choosing a solution that doesn't meet requirements, e.g., due to misunderstanding of features, hidden costs, etc.
- Avoid investing in a solution that becomes obsolete quickly, e.g., due to rapid technological advancements, discontinuation of product, etc.
- Understand the cost-effectiveness of potential solutions, e.g., total cost of ownership, return on investment, etc.
- Identify potential risks associated with potential solutions, e.g., security vulnerabilities, data privacy issues, etc.
- Evaluate the user-friendliness of potential solutions, e.g., user interface, ease of use, etc.
- Assess the compatibility of potential solutions with existing systems, e.g., software, hardware, etc.
- Avoid choosing a solution that requires extensive training, e.g., complex features, unfamiliar interface, etc.
- Understand the long-term viability of potential solutions, e.g., company stability, product roadmap, etc.
- Avoid experiencing disruptions during the transition to a new solution, e.g., downtime, data loss, etc.
- Evaluate the performance of potential solutions, e.g., speed, accuracy, efficiency, etc.
- Avoid encountering unexpected costs with potential solutions, e.g., licensing fees, upgrade costs, etc.
- Determine the adaptability of potential solutions to future needs, e.g., customization options, flexibility, 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]