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Success Metrics
There are two formatting options available. The tradition 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 utilitarian 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 determine essential features of the solution, e.g., cost-effectiveness, user-friendliness, etc.
- Minimize the time it takes to establish priorities among decision criteria, e.g., urgency, importance, feasibility, etc.
- Minimize the time it takes to assess the alignment of criteria with organizational goals, e.g., strategic fit, long-term benefits, etc.
- Minimize the time it takes to evaluate the flexibility of criteria in response to changing circumstances, e.g., market dynamics, technological advancements, etc.
- Minimize the time it takes to understand stakeholder perspectives on decision criteria, e.g., customer needs, employee preferences, etc.
- Minimize the time it takes to identify non-negotiable criteria, e.g., legal requirements, ethical standards, etc.
- Minimize the time it takes to gauge the impact of criteria on implementation timelines, e.g., resource availability, process complexities, etc.
- Minimize the time it takes to recognize interdependencies among criteria, e.g., cost vs. quality, speed vs. accuracy, etc.
- Minimize the time it takes to anticipate potential conflicts between criteria, e.g., short-term vs. long-term objectives, budgetary constraints, etc.
- Minimize the time it takes to clarify the measurable aspects of each criterion, e.g., quantifiable targets, performance indicators, etc.
- Minimize the likelihood of neglecting critical but less obvious criteria, e.g., cultural fit, scalability, etc.
- Minimize the time it takes to balance qualitative and quantitative aspects of decision criteria, e.g., subjective assessments, objective data, etc.
- Minimize the time it takes to understand the implications of each criterion on overall decision-making, e.g., risk profile, opportunity costs, etc.
- Minimize the time it takes to compare criteria with industry benchmarks or standards, e.g., best practices, regulatory guidelines, etc.
- Minimize the time it takes to identify criteria unique to the specific context or industry, e.g., technological innovation, environmental impact, etc.
- Minimize the likelihood of overemphasizing popular or trendy criteria at the expense of core needs, e.g., latest technology fads, market hype, etc.
- Minimize the time it takes to assess the sustainability of the criteria over time, e.g., long-term viability, adaptability to future trends, etc.
- Minimize the time it takes to evaluate the criteria in terms of resource allocation, e.g., budget, manpower, time, etc.
- Minimize the time it takes to ensure the criteria are comprehensive yet manageable, e.g., thorough coverage, practical application, etc.
- Minimize the likelihood of misjudging the importance of criteria based on incomplete information, e.g., partial data, biased opinions, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Determine essential features of the solution, e.g., cost-effectiveness, user-friendliness, etc.
- Establish priorities among decision criteria, e.g., urgency, importance, feasibility, etc.
- Assess the alignment of criteria with organizational goals, e.g., strategic fit, long-term benefits, etc.
- Evaluate the flexibility of criteria in response to changing circumstances, e.g., market dynamics, technological advancements, etc.
- Understand stakeholder perspectives on decision criteria, e.g., customer needs, employee preferences, etc.
- Identify non-negotiable criteria, e.g., legal requirements, ethical standards, etc.
- Gauge the impact of criteria on implementation timelines, e.g., resource availability, process complexities, etc.
- Recognize interdependencies among criteria, e.g., cost vs. quality, speed vs. accuracy, etc.
- Anticipate potential conflicts between criteria, e.g., short-term vs. long-term objectives, budgetary constraints, etc.
- Clarify the measurable aspects of each criterion, e.g., quantifiable targets, performance indicators, etc.
- Avoid neglecting critical but less obvious criteria, e.g., cultural fit, scalability, etc.
- Balance qualitative and quantitative aspects of decision criteria, e.g., subjective assessments, objective data, etc.
- Understand the implications of each criterion on overall decision-making, e.g., risk profile, opportunity costs, etc.
- Compare criteria with industry benchmarks or standards, e.g., best practices, regulatory guidelines, etc.
- Identify criteria unique to the specific context or industry, e.g., technological innovation, environmental impact, etc.
- Avoid overemphasizing popular or trendy criteria at the expense of core needs, e.g., latest technology fads, market hype, etc.
- Assess the sustainability of the criteria over time, e.g., long-term viability, adaptability to future trends, etc.
- Evaluate the criteria in terms of resource allocation, e.g., budget, manpower, time, etc.
- Ensure the criteria are comprehensive yet manageable, e.g., thorough coverage, practical application, etc.
- Avoid misjudging the importance of criteria based on incomplete information, e.g., partial data, biased opinions, 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]