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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 confirm the product configuration meets the specified requirements, e.g., performance parameters, user preferences, etc.
- Minimize the time it takes to verify the product operates as expected post-configuration, e.g., functionality checks, performance tests, etc.
- Minimize the likelihood of configuration errors leading to product malfunctions, e.g., incorrect settings, incompatible components, etc.
- Minimize the time it takes to document the configuration details for future reference, e.g., settings, components used, etc.
- Minimize the time it takes to communicate the configuration status to relevant stakeholders, e.g., project managers, customers, etc.
- Minimize the likelihood of miscommunication causing delays in the configuration process, e.g., unclear instructions, lack of updates, etc.
- Minimize the time it takes to resolve any issues identified during the configuration process, e.g., faulty components, incorrect settings, etc.
- Minimize the likelihood of rework due to overlooked configuration steps, e.g., missed settings, untested features, etc.
- Minimize the time it takes to validate the product's compatibility with other systems or components, e.g., interoperability tests, integration checks, etc.
- Minimize the likelihood of product failure due to overlooked compatibility issues, e.g., incompatible software, hardware conflicts, etc.
- Minimize the time it takes to train end-users on the configured product, e.g., feature walkthroughs, usage guidelines, etc.
- Minimize the likelihood of end-user confusion due to inadequate training, e.g., unclear instructions, complex features, etc.
- Minimize the time it takes to prepare the product for deployment post-configuration, e.g., packaging, transportation arrangements, etc.
- Minimize the likelihood of product damage during transportation due to improper packaging, e.g., inadequate padding, loose packaging, etc.
- Minimize the time it takes to receive feedback from end-users post-deployment, e.g., satisfaction surveys, user interviews, etc.
- Minimize the likelihood of negative user experience due to unresolved configuration issues, e.g., performance lags, feature malfunctions, etc.
- Minimize the time it takes to incorporate user feedback into future configuration processes, e.g., process improvements, training updates, etc.
- Minimize the likelihood of recurring configuration errors due to unaddressed feedback, e.g., repeated mistakes, ignored suggestions, etc.
- Minimize the time it takes to close the configuration project and transition to support or maintenance phase, e.g., project sign-offs, handover meetings, etc.
- Minimize the likelihood of post-configuration issues due to rushed project closure, e.g., overlooked tasks, incomplete documentation, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Confirm the product configuration meets the specified requirements, e.g., performance parameters, user preferences, etc.
- Verify the product operates as expected post-configuration, e.g., functionality checks, performance tests, etc.
- Avoid configuration errors leading to product malfunctions, e.g., incorrect settings, incompatible components, etc.
- Document the configuration details for future reference, e.g., settings, components used, etc.
- Communicate the configuration status to relevant stakeholders, e.g., project managers, customers, etc.
- Avoid miscommunication causing delays in the configuration process, e.g., unclear instructions, lack of updates, etc.
- Resolve any issues identified during the configuration process, e.g., faulty components, incorrect settings, etc.
- Avoid rework due to overlooked configuration steps, e.g., missed settings, untested features, etc.
- Validate the product's compatibility with other systems or components, e.g., interoperability tests, integration checks, etc.
- Avoid product failure due to overlooked compatibility issues, e.g., incompatible software, hardware conflicts, etc.
- Train end-users on the configured product, e.g., feature walkthroughs, usage guidelines, etc.
- Avoid end-user confusion due to inadequate training, e.g., unclear instructions, complex features, etc.
- Prepare the product for deployment post-configuration, e.g., packaging, transportation arrangements, etc.
- Avoid product damage during transportation due to improper packaging, e.g., inadequate padding, loose packaging, etc.
- Receive feedback from end-users post-deployment, e.g., satisfaction surveys, user interviews, etc.
- Avoid negative user experience due to unresolved configuration issues, e.g., performance lags, feature malfunctions, etc.
- Incorporate user feedback into future configuration processes, e.g., process improvements, training updates, etc.
- Avoid recurring configuration errors due to unaddressed feedback, e.g., repeated mistakes, ignored suggestions, etc.
- Close the configuration project and transition to support or maintenance phase, e.g., project sign-offs, handover meetings, etc.
- Avoid post-configuration issues due to rushed project closure, e.g., overlooked tasks, incomplete documentation, 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]