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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 understand the product's configuration options, e.g., user preferences, system requirements, etc.
- Minimize the time it takes to identify the optimal settings for the product, e.g., based on user needs, environment, etc.
- Minimize the time it takes to apply the selected settings to the product, e.g., through user interface, command line, etc.
- Minimize the likelihood of misconfiguring the product settings, e.g., incorrect values, incompatible options, etc.
- Minimize the time it takes to verify the applied settings are functioning as expected, e.g., through testing, user feedback, etc.
- Minimize the likelihood of product malfunction due to incorrect settings, e.g., system crashes, performance issues, etc.
- Minimize the time it takes to adjust the product settings based on changing needs or conditions, e.g., user preferences, system updates, etc.
- Minimize the likelihood of losing the configured settings due to system errors or updates, e.g., system crashes, software updates, etc.
- Minimize the time it takes to restore the product settings to a previous state, e.g., from backup, factory settings, etc.
- Minimize the likelihood of user dissatisfaction due to complex or confusing configuration process, e.g., unclear instructions, lack of user-friendly interface, etc.
- Minimize the time it takes to learn how to configure the product settings, e.g., through user manual, online tutorials, etc.
- Minimize the likelihood of security risks due to misconfigured settings, e.g., open ports, weak passwords, etc.
- Minimize the time it takes to get assistance in configuring the product settings, e.g., customer support, community forums, etc.
- Minimize the likelihood of product performance issues due to suboptimal settings, e.g., slow response, high resource usage, etc.
- Minimize the time it takes to document the configured settings for future reference, e.g., screenshots, configuration files, etc.
- Minimize the likelihood of conflicts with other system components due to product settings, e.g., software incompatibility, hardware conflicts, etc.
- Minimize the time it takes to update the product settings in response to software or hardware changes, e.g., system updates, hardware upgrades, etc.
- Minimize the likelihood of data loss due to incorrect product settings, e.g., data corruption, accidental deletion, etc.
- Minimize the time it takes to share the product settings with other users or devices, e.g., export/import settings, cloud sync, etc.
- Minimize the likelihood of unauthorized access due to insecure product settings, e.g., weak passwords, open network ports, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Understand the product's configuration options, e.g., user preferences, system requirements, etc.
- Identify the optimal settings for the product, e.g., based on user needs, environment, etc.
- Apply the selected settings to the product, e.g., through user interface, command line, etc.
- Avoid misconfiguring the product settings, e.g., incorrect values, incompatible options, etc.
- Verify the applied settings are functioning as expected, e.g., through testing, user feedback, etc.
- Avoid product malfunction due to incorrect settings, e.g., system crashes, performance issues, etc.
- Adjust the product settings based on changing needs or conditions, e.g., user preferences, system updates, etc.
- Avoid losing the configured settings due to system errors or updates, e.g., system crashes, software updates, etc.
- Restore the product settings to a previous state, e.g., from backup, factory settings, etc.
- Avoid user dissatisfaction due to complex or confusing configuration process, e.g., unclear instructions, lack of user-friendly interface, etc.
- Learn how to configure the product settings, e.g., through user manual, online tutorials, etc.
- Avoid security risks due to misconfigured settings, e.g., open ports, weak passwords, etc.
- Get assistance in configuring the product settings, e.g., customer support, community forums, etc.
- Avoid product performance issues due to suboptimal settings, e.g., slow response, high resource usage, etc.
- Document the configured settings for future reference, e.g., screenshots, configuration files, etc.
- Avoid conflicts with other system components due to product settings, e.g., software incompatibility, hardware conflicts, etc.
- Update the product settings in response to software or hardware changes, e.g., system updates, hardware upgrades, etc.
- Avoid data loss due to incorrect product settings, e.g., data corruption, accidental deletion, etc.
- Share the product settings with other users or devices, e.g., export/import settings, cloud sync, etc.
- Avoid unauthorized access due to insecure product settings, e.g., weak passwords, open network ports, 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]