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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 check the progress of the cleaning, e.g., visual inspection, touch test, etc.
- Minimize the time it takes to ensure the cleaning solution is working effectively, e.g., observing stain removal, checking for residue, etc.
- Minimize the time it takes to adjust the cleaning method if needed, e.g., switching tools, changing techniques, etc.
- Minimize the time it takes to ensure the product is not being damaged, e.g., checking for tears, discoloration, etc.
- Minimize the time it takes to verify the cleaning solution is evenly applied, e.g., ensuring full coverage, avoiding missed spots, etc.
- Minimize the time it takes to ensure the cleaning tools are functioning properly, e.g., checking brushes, verifying vacuum suction, etc.
- Minimize the time it takes to ensure the cleaning area remains organized, e.g., keeping tools in place, managing waste, etc.
- Minimize the time it takes to ensure the cleaning process is on schedule, e.g., tracking time, comparing to planned duration, etc.
- Minimize the time it takes to ensure the cleaning environment is safe, e.g., avoiding slips, preventing chemical exposure, etc.
- Minimize the time it takes to ensure the cleaning process is efficient, e.g., minimizing downtime, optimizing tool usage, etc.
- Minimize the time it takes to ensure the cleaning process is thorough, e.g., checking for missed areas, ensuring complete coverage, etc.
- Minimize the time it takes to ensure the product is drying properly, e.g., checking for dampness, ensuring airflow, etc.
- Minimize the time it takes to ensure the cleaning agents are not causing adverse reactions, e.g., skin irritation, respiratory issues, etc.
- Minimize the time it takes to ensure the cleaning process is environmentally friendly, e.g., using eco-friendly products, minimizing waste, etc.
- Minimize the time it takes to ensure the cleaning process is cost-effective, e.g., monitoring supply usage, avoiding waste, etc.
- Minimize the time it takes to ensure the cleaning process is compliant with regulations, e.g., following safety guidelines, adhering to standards, etc.
- Minimize the time it takes to ensure the cleaning process is consistent, e.g., maintaining uniformity, following procedures, etc.
- Minimize the time it takes to ensure the cleaning process is documented, e.g., recording steps, noting observations, etc.
- Minimize the time it takes to ensure the cleaning process is communicated to others, e.g., updating team members, informing stakeholders, etc.
- Minimize the likelihood of interruptions during the cleaning process, e.g., avoiding distractions, managing external factors, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Check the progress of the cleaning, e.g., visual inspection, touch test, etc.
- Ensure the cleaning solution is working effectively, e.g., observing stain removal, checking for residue, etc.
- Adjust the cleaning method if needed, e.g., switching tools, changing techniques, etc.
- Ensure the product is not being damaged, e.g., checking for tears, discoloration, etc.
- Verify the cleaning solution is evenly applied, e.g., ensuring full coverage, avoiding missed spots, etc.
- Ensure the cleaning tools are functioning properly, e.g., checking brushes, verifying vacuum suction, etc.
- Ensure the cleaning area remains organized, e.g., keeping tools in place, managing waste, etc.
- Ensure the cleaning process is on schedule, e.g., tracking time, comparing to planned duration, etc.
- Ensure the cleaning environment is safe, e.g., avoiding slips, preventing chemical exposure, etc.
- Ensure the cleaning process is efficient, e.g., minimizing downtime, optimizing tool usage, etc.
- Ensure the cleaning process is thorough, e.g., checking for missed areas, ensuring complete coverage, etc.
- Ensure the product is drying properly, e.g., checking for dampness, ensuring airflow, etc.
- Ensure the cleaning agents are not causing adverse reactions, e.g., skin irritation, respiratory issues, etc.
- Ensure the cleaning process is environmentally friendly, e.g., using eco-friendly products, minimizing waste, etc.
- Ensure the cleaning process is cost-effective, e.g., monitoring supply usage, avoiding waste, etc.
- Ensure the cleaning process is compliant with regulations, e.g., following safety guidelines, adhering to standards, etc.
- Ensure the cleaning process is consistent, e.g., maintaining uniformity, following procedures, etc.
- Ensure the cleaning process is documented, e.g., recording steps, noting observations, etc.
- Ensure the cleaning process is communicated to others, e.g., updating team members, informing stakeholders, etc.
- Avoid interruptions during the cleaning process, e.g., avoiding distractions, managing external factors, 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]