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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 need for adjustment, e.g., ineffective cleaning, product damage, etc.
- Minimize the time it takes to determine the appropriate alternative cleaning method, e.g., switching from hand wash to machine wash, using a different cleaning agent, etc.
- Minimize the time it takes to gather additional supplies for the new method, e.g., different detergents, specialized tools, etc.
- Minimize the time it takes to communicate the change in method to relevant parties, e.g., team members, supervisors, etc.
- Minimize the time it takes to implement the new cleaning method, e.g., setting up equipment, applying new techniques, etc.
- Minimize the time it takes to monitor the effectiveness of the new method, e.g., checking for stain removal, verifying product condition, etc.
- Minimize the time it takes to document the change in cleaning method, e.g., updating records, noting observations, etc.
- Minimize the time it takes to ensure the new method does not cause additional issues, e.g., product damage, residue, etc.
- Minimize the time it takes to verify the new method is suitable for the product, e.g., checking compatibility, ensuring safety, etc.
- Minimize the time it takes to ensure the new method is efficient, e.g., minimizing time, optimizing resources, etc.
- Minimize the time it takes to ensure the new method is thorough, e.g., complete coverage, no missed areas, etc.
- Minimize the time it takes to ensure the new method is environmentally friendly, e.g., using eco-friendly products, minimizing waste, etc.
- Minimize the time it takes to ensure the new method is cost-effective, e.g., monitoring supply usage, avoiding waste, etc.
- Minimize the time it takes to ensure the new method is compliant with regulations, e.g., following safety guidelines, adhering to standards, etc.
- Minimize the time it takes to ensure the new method is consistent, e.g., maintaining uniformity, following procedures, etc.
- Minimize the time it takes to obtain feedback on the new method, e.g., asking team members, surveying customers, etc.
- Minimize the time it takes to update cleaning protocols based on the new method, e.g., revising procedures, incorporating new techniques, etc.
- Minimize the time it takes to ensure all team members are aware of the new method, e.g., holding a meeting, sending an email, etc.
- Minimize the time it takes to ensure the new method does not affect other products, e.g., isolating the affected product, checking similar items, etc.
- Minimize the likelihood of needing further adjustments, e.g., improving initial assessments, enhancing training, 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 need for adjustment, e.g., ineffective cleaning, product damage, etc.
- Determine the appropriate alternative cleaning method, e.g., switching from hand wash to machine wash, using a different cleaning agent, etc.
- Gather additional supplies for the new method, e.g., different detergents, specialized tools, etc.
- Communicate the change in method to relevant parties, e.g., team members, supervisors, etc.
- Implement the new cleaning method, e.g., setting up equipment, applying new techniques, etc.
- Monitor the effectiveness of the new method, e.g., checking for stain removal, verifying product condition, etc.
- Document the change in cleaning method, e.g., updating records, noting observations, etc.
- Ensure the new method does not cause additional issues, e.g., product damage, residue, etc.
- Verify the new method is suitable for the product, e.g., checking compatibility, ensuring safety, etc.
- Ensure the new method is efficient, e.g., minimizing time, optimizing resources, etc.
- Ensure the new method is thorough, e.g., complete coverage, no missed areas, etc.
- Ensure the new method is environmentally friendly, e.g., using eco-friendly products, minimizing waste, etc.
- Ensure the new method is cost-effective, e.g., monitoring supply usage, avoiding waste, etc.
- Ensure the new method is compliant with regulations, e.g., following safety guidelines, adhering to standards, etc.
- Ensure the new method is consistent, e.g., maintaining uniformity, following procedures, etc.
- Obtain feedback on the new method, e.g., asking team members, surveying customers, etc.
- Update cleaning protocols based on the new method, e.g., revising procedures, incorporating new techniques, etc.
- Ensure all team members are aware of the new method, e.g., holding a meeting, sending an email, etc.
- Ensure the new method does not affect other products, e.g., isolating the affected product, checking similar items, etc.
- Avoid needing further adjustments, e.g., improving initial assessments, enhancing training, 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]