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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 categorize options based on key attributes, e.g., cost, efficiency, scalability, etc.
- Minimize the time it takes to prioritize options according to strategic alignment, e.g., long-term goals, market positioning, etc.
- Minimize the time it takes to identify synergies and conflicts among options, e.g., resource sharing, goal divergence, etc.
- Minimize the time it takes to assess the feasibility of each option, e.g., technical viability, financial sustainability, etc.
- Minimize the time it takes to understand the risk profile of each option, e.g., market risks, operational risks, etc.
- Minimize the time it takes to evaluate the potential impact of options on stakeholders, e.g., employees, customers, partners, etc.
- Minimize the time it takes to determine the adaptability of options to changing conditions, e.g., market trends, technological advancements, etc.
- Minimize the time it takes to map out the implementation process for each option, e.g., timelines, milestones, resource allocation, etc.
- Minimize the time it takes to quantify the benefits of each option, e.g., ROI, customer satisfaction, efficiency gains, etc.
- Minimize the time it takes to compare options with industry benchmarks or best practices, e.g., performance standards, compliance, etc.
- Minimize the likelihood of overlooking less conventional or innovative options, e.g., emerging technologies, untested strategies, etc.
- Minimize the time it takes to create a contingency plan for chosen options, e.g., backup solutions, risk mitigation, etc.
- Minimize the time it takes to gather input from cross-functional teams on each option, e.g., R&D, marketing, operations, etc.
- Minimize the time it takes to assess the long-term sustainability of each option, e.g., environmental impact, social responsibility, etc.
- Minimize the time it takes to evaluate the scalability of options for future growth, e.g., expansion capabilities, adaptability, etc.
- Minimize the likelihood of underestimating the complexity or challenges of any option, e.g., technical hurdles, market barriers, etc.
- Minimize the time it takes to align options with customer needs and expectations, e.g., market demand, user experience, etc.
- Minimize the time it takes to evaluate the impact of options on company culture and values, e.g., employee engagement, ethical considerations, etc.
- Minimize the time it takes to analyze the compatibility of options with existing systems and processes, e.g., integration challenges, process redesign, etc.
- Minimize the likelihood of bias in favoring familiar options over more effective alternatives, e.g., status quo bias, risk aversion, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Categorize options based on key attributes, e.g., cost, efficiency, scalability, etc.
- Prioritize options according to strategic alignment, e.g., long-term goals, market positioning, etc.
- Identify synergies and conflicts among options, e.g., resource sharing, goal divergence, etc.
- Assess the feasibility of each option, e.g., technical viability, financial sustainability, etc.
- Understand the risk profile of each option, e.g., market risks, operational risks, etc.
- Evaluate the potential impact of options on stakeholders, e.g., employees, customers, partners, etc.
- Determine the adaptability of options to changing conditions, e.g., market trends, technological advancements, etc.
- Map out the implementation process for each option, e.g., timelines, milestones, resource allocation, etc.
- Quantify the benefits of each option, e.g., ROI, customer satisfaction, efficiency gains, etc.
- Compare options with industry benchmarks or best practices, e.g., performance standards, compliance, etc.
- Avoid overlooking less conventional or innovative options, e.g., emerging technologies, untested strategies, etc.
- Create a contingency plan for chosen options, e.g., backup solutions, risk mitigation, etc.
- Gather input from cross-functional teams on each option, e.g., R&D, marketing, operations, etc.
- Assess the long-term sustainability of each option, e.g., environmental impact, social responsibility, etc.
- Evaluate the scalability of options for future growth, e.g., expansion capabilities, adaptability, etc.
- Avoid underestimating the complexity or challenges of any option, e.g., technical hurdles, market barriers, etc.
- Align options with customer needs and expectations, e.g., market demand, user experience, etc.
- Evaluate the impact of options on company culture and values, e.g., employee engagement, ethical considerations, etc.
- Analyze the compatibility of options with existing systems and processes, e.g., integration challenges, process redesign, etc.
- Avoid bias in favoring familiar options over more effective alternatives, e.g., status quo bias, risk aversion, 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]