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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 necessary accessories or complementary products, e.g., user manuals, additional parts, etc.
- Minimize the time it takes to locate the sources for acquiring the necessary accessories or complementary products, e.g., online stores, physical stores, etc.
- Minimize the time it takes to compare the prices of the necessary accessories or complementary products, e.g., price comparison websites, customer reviews, etc.
- Minimize the time it takes to understand the compatibility of the accessories or complementary products with the main product, e.g., product specifications, compatibility charts, etc.
- Minimize the time it takes to understand the functionality of the accessories or complementary products, e.g., product descriptions, user reviews, etc.
- Minimize the likelihood of purchasing unnecessary accessories or complementary products, e.g., upselling tactics, misleading product descriptions, etc.
- Minimize the time it takes to make the purchase decision for the necessary accessories or complementary products, e.g., product availability, shipping time, etc.
- Minimize the time it takes to complete the purchase transaction for the necessary accessories or complementary products, e.g., online checkout process, in-store payment, etc.
- Minimize the likelihood of facing issues with the delivery of the necessary accessories or complementary products, e.g., delivery delays, damaged products, etc.
- Minimize the time it takes to verify the condition and completeness of the received accessories or complementary products, e.g., unboxing, checking for missing parts, etc.
- Minimize the likelihood of receiving incorrect or incompatible accessories or complementary products, e.g., wrong product delivered, compatibility issues, etc.
- Minimize the time it takes to resolve any issues with the received accessories or complementary products, e.g., customer service contact, return process, etc.
- Minimize the likelihood of facing difficulties in using the accessories or complementary products with the main product, e.g., installation issues, compatibility issues, etc.
- Minimize the time it takes to learn how to use the accessories or complementary products with the main product, e.g., user manuals, tutorial videos, etc.
- Minimize the likelihood of the accessories or complementary products causing damage or issues to the main product, e.g., incorrect installation, compatibility issues, etc.
- Minimize the time it takes to maintain the accessories or complementary products, e.g., cleaning, updating, etc.
- Minimize the likelihood of the accessories or complementary products failing or breaking down prematurely, e.g., poor quality, misuse, etc.
- Minimize the time it takes to replace or repair the accessories or complementary products, e.g., warranty claims, finding replacement parts, etc.
- Minimize the likelihood of the accessories or complementary products becoming obsolete or outdated, e.g., product updates, new versions, etc.
- Minimize the time it takes to dispose of or recycle the accessories or complementary products, e.g., local recycling programs, product take-back programs, 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 necessary accessories or complementary products, e.g., user manuals, additional parts, etc.
- Locate the sources for acquiring the necessary accessories or complementary products, e.g., online stores, physical stores, etc.
- Compare the prices of the necessary accessories or complementary products, e.g., price comparison websites, customer reviews, etc.
- Understand the compatibility of the accessories or complementary products with the main product, e.g., product specifications, compatibility charts, etc.
- Understand the functionality of the accessories or complementary products, e.g., product descriptions, user reviews, etc.
- Avoid purchasing unnecessary accessories or complementary products, e.g., upselling tactics, misleading product descriptions, etc.
- Make the purchase decision for the necessary accessories or complementary products, e.g., product availability, shipping time, etc.
- Complete the purchase transaction for the necessary accessories or complementary products, e.g., online checkout process, in-store payment, etc.
- Avoid facing issues with the delivery of the necessary accessories or complementary products, e.g., delivery delays, damaged products, etc.
- Verify the condition and completeness of the received accessories or complementary products, e.g., unboxing, checking for missing parts, etc.
- Avoid receiving incorrect or incompatible accessories or complementary products, e.g., wrong product delivered, compatibility issues, etc.
- Resolve any issues with the received accessories or complementary products, e.g., customer service contact, return process, etc.
- Avoid facing difficulties in using the accessories or complementary products with the main product, e.g., installation issues, compatibility issues, etc.
- Learn how to use the accessories or complementary products with the main product, e.g., user manuals, tutorial videos, etc.
- Avoid the accessories or complementary products causing damage or issues to the main product, e.g., incorrect installation, compatibility issues, etc.
- Maintain the accessories or complementary products, e.g., cleaning, updating, etc.
- Avoid the accessories or complementary products failing or breaking down prematurely, e.g., poor quality, misuse, etc.
- Replace or repair the accessories or complementary products, e.g., warranty claims, finding replacement parts, etc.
- Avoid the accessories or complementary products becoming obsolete or outdated, e.g., product updates, new versions, etc.
- Dispose of or recycle the accessories or complementary products, e.g., local recycling programs, product take-back programs, 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]