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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 configuration tools, e.g., software applications, hardware devices, etc.
- Minimize the time it takes to access the required configuration tools, e.g., login credentials, network access, etc.
- Minimize the time it takes to verify the compatibility of configuration tools with the product, e.g., software version, hardware compatibility, etc.
- Minimize the likelihood of misplacing or losing configuration tools, e.g., physical tools, software licenses, etc.
- Minimize the time it takes to understand the functionality of each configuration tool, e.g., user manuals, online tutorials, etc.
- Minimize the time it takes to organize configuration tools for efficient use, e.g., tool arrangement, software setup, etc.
- Minimize the likelihood of using outdated or obsolete configuration tools, e.g., software updates, hardware upgrades, etc.
- Minimize the time it takes to ensure the availability of backup configuration tools, e.g., spare tools, alternative software, etc.
- Minimize the likelihood of configuration tools causing damage to the product, e.g., incorrect tool usage, software bugs, etc.
- Minimize the time it takes to train on the usage of configuration tools, e.g., training sessions, online courses, etc.
- Minimize the likelihood of configuration tools failing during the setup process, e.g., software crashes, hardware malfunctions, etc.
- Minimize the time it takes to document the usage of each configuration tool, e.g., setup logs, tool usage reports, etc.
- Minimize the likelihood of configuration tools not meeting safety standards, e.g., electrical safety, software security, etc.
- Minimize the time it takes to communicate with the tool providers for support, e.g., customer service, technical support, etc.
- Minimize the likelihood of configuration tools causing delays in the setup process, e.g., slow software, inefficient tools, etc.
- Minimize the time it takes to validate the effectiveness of each configuration tool, e.g., tool performance tests, software functionality checks, etc.
- Minimize the likelihood of configuration tools leading to incorrect product setup, e.g., incorrect tool usage, software bugs, etc.
- Minimize the time it takes to maintain and update configuration tools, e.g., tool cleaning, software updates, etc.
- Minimize the likelihood of configuration tools causing unnecessary costs, e.g., expensive software licenses, tool repairs, etc.
- Minimize the time it takes to return configuration tools to their designated storage after use, e.g., tool cleanup, software logout, 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 configuration tools, e.g., software applications, hardware devices, etc.
- Access the required configuration tools, e.g., login credentials, network access, etc.
- Verify the compatibility of configuration tools with the product, e.g., software version, hardware compatibility, etc.
- Avoid misplacing or losing configuration tools, e.g., physical tools, software licenses, etc.
- Understand the functionality of each configuration tool, e.g., user manuals, online tutorials, etc.
- Organize configuration tools for efficient use, e.g., tool arrangement, software setup, etc.
- Avoid using outdated or obsolete configuration tools, e.g., software updates, hardware upgrades, etc.
- Ensure the availability of backup configuration tools, e.g., spare tools, alternative software, etc.
- Avoid configuration tools causing damage to the product, e.g., incorrect tool usage, software bugs, etc.
- Train on the usage of configuration tools, e.g., training sessions, online courses, etc.
- Avoid configuration tools failing during the setup process, e.g., software crashes, hardware malfunctions, etc.
- Document the usage of each configuration tool, e.g., setup logs, tool usage reports, etc.
- Avoid configuration tools not meeting safety standards, e.g., electrical safety, software security, etc.
- Communicate with the tool providers for support, e.g., customer service, technical support, etc.
- Avoid configuration tools causing delays in the setup process, e.g., slow software, inefficient tools, etc.
- Validate the effectiveness of each configuration tool, e.g., tool performance tests, software functionality checks, etc.
- Avoid configuration tools leading to incorrect product setup, e.g., incorrect tool usage, software bugs, etc.
- Maintain and update configuration tools, e.g., tool cleaning, software updates, etc.
- Avoid configuration tools causing unnecessary costs, e.g., expensive software licenses, tool repairs, etc.
- Return configuration tools to their designated storage after use, e.g., tool cleanup, software logout, 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]