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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 the key features and functionalities required in the new solution, e.g., performance, scalability, etc.
- Minimize the time it takes to understand the compatibility requirements with existing systems, e.g., software, hardware, etc.
- Minimize the time it takes to determine the budget constraints for the new solution, e.g., upfront costs, ongoing costs, etc.
- Minimize the time it takes to identify the necessary security and compliance standards, e.g., GDPR, HIPAA, etc.
- Minimize the likelihood of overlooking key stakeholders' needs and preferences, e.g., user-friendliness, accessibility, etc.
- Minimize the time it takes to understand the expected timeline for implementation and transition, e.g., setup time, training time, etc.
- Minimize the time it takes to identify the support and maintenance requirements for the new solution, e.g., in-house, outsourced, etc.
- Minimize the likelihood of underestimating the impact of the change on the organization, e.g., workflow disruptions, learning curve, etc.
- Minimize the time it takes to determine the scalability and future-proofing needs of the new solution, e.g., growth projections, technology advancements, etc.
- Minimize the time it takes to understand the reliability and performance expectations of the new solution, e.g., uptime, speed, etc.
- Minimize the likelihood of overlooking the integration needs with other systems and platforms, e.g., CRM, ERP, etc.
- Minimize the time it takes to identify the training and support needs for the new solution, e.g., user manuals, training sessions, etc.
- Minimize the likelihood of failing to consider the vendor's reputation and track record, e.g., customer reviews, case studies, etc.
- Minimize the time it takes to understand the customization and flexibility needs of the new solution, e.g., specific workflows, unique features, etc.
- Minimize the likelihood of ignoring the potential risks and challenges associated with the new solution, e.g., data migration issues, compatibility problems, etc.
- Minimize the time it takes to determine the data migration requirements for the new solution, e.g., data formats, data volume, etc.
- Minimize the likelihood of overlooking the need for a contingency plan in case of implementation failures, e.g., backup solutions, rollback plans, etc.
- Minimize the time it takes to understand the return on investment expectations for the new solution, e.g., cost savings, productivity gains, etc.
- Minimize the likelihood of failing to consider the solution's impact on customer experience, e.g., service disruptions, improved features, etc.
- Minimize the time it takes to identify the key performance indicators to measure the success of the new solution, e.g., user adoption rate, system performance, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify the key features and functionalities required in the new solution, e.g., performance, scalability, etc.
- Understand the compatibility requirements with existing systems, e.g., software, hardware, etc.
- Determine the budget constraints for the new solution, e.g., upfront costs, ongoing costs, etc.
- Identify the necessary security and compliance standards, e.g., GDPR, HIPAA, etc.
- Avoid overlooking key stakeholders' needs and preferences, e.g., user-friendliness, accessibility, etc.
- Understand the expected timeline for implementation and transition, e.g., setup time, training time, etc.
- Identify the support and maintenance requirements for the new solution, e.g., in-house, outsourced, etc.
- Avoid underestimating the impact of the change on the organization, e.g., workflow disruptions, learning curve, etc.
- Determine the scalability and future-proofing needs of the new solution, e.g., growth projections, technology advancements, etc.
- Understand the reliability and performance expectations of the new solution, e.g., uptime, speed, etc.
- Avoid overlooking the integration needs with other systems and platforms, e.g., CRM, ERP, etc.
- Identify the training and support needs for the new solution, e.g., user manuals, training sessions, etc.
- Avoid failing to consider the vendor's reputation and track record, e.g., customer reviews, case studies, etc.
- Understand the customization and flexibility needs of the new solution, e.g., specific workflows, unique features, etc.
- Avoid ignoring the potential risks and challenges associated with the new solution, e.g., data migration issues, compatibility problems, etc.
- Determine the data migration requirements for the new solution, e.g., data formats, data volume, etc.
- Avoid overlooking the need for a contingency plan in case of implementation failures, e.g., backup solutions, rollback plans, etc.
- Understand the return on investment expectations for the new solution, e.g., cost savings, productivity gains, etc.
- Avoid failing to consider the solution's impact on customer experience, e.g., service disruptions, improved features, etc.
- Identify the key performance indicators to measure the success of the new solution, e.g., user adoption rate, system performance, 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]