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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 tools and resources for configuration, e.g., software, hardware, manuals, etc.
- Minimize the time it takes to establish a clean and organized workspace for configuration, e.g., desk space, computer setup, etc.
- Minimize the time it takes to understand the product's configuration requirements, e.g., system requirements, compatibility, etc.
- Minimize the time it takes to access the product's configuration settings, e.g., user interface, command line, etc.
- Minimize the likelihood of misinterpreting the configuration instructions, e.g., technical jargon, unclear steps, etc.
- Minimize the time it takes to backup existing configuration settings, e.g., system restore points, configuration files, etc.
- Minimize the time it takes to verify the product's current configuration state, e.g., default settings, previous configurations, etc.
- Minimize the likelihood of overlooking important configuration steps, e.g., security settings, network settings, etc.
- Minimize the time it takes to prepare contingency plans for potential configuration issues, e.g., rollback plans, troubleshooting guides, etc.
- Minimize the time it takes to communicate the configuration plan to relevant stakeholders, e.g., team members, managers, clients, etc.
- Minimize the likelihood of encountering interruptions during the configuration process, e.g., system updates, power outages, etc.
- Minimize the time it takes to schedule the configuration task at an optimal time, e.g., low-usage hours, maintenance windows, etc.
- Minimize the time it takes to document the initial configuration state for future reference, e.g., screenshots, configuration reports, etc.
- Minimize the likelihood of causing system instability due to incorrect configuration, e.g., system crashes, performance issues, etc.
- Minimize the time it takes to identify potential risks associated with the configuration process, e.g., data loss, system downtime, etc.
- Minimize the time it takes to gather necessary permissions for configuration changes, e.g., admin rights, user consents, etc.
- Minimize the likelihood of violating compliance regulations during configuration, e.g., data privacy laws, industry standards, etc.
- Minimize the time it takes to train relevant personnel on the new configuration, e.g., end users, support staff, etc.
- Minimize the likelihood of configuration changes negatively impacting other system components, e.g., software dependencies, network connections, etc.
- Minimize the time it takes to confirm the readiness of the configuration environment, e.g., system health checks, resource availability, 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 tools and resources for configuration, e.g., software, hardware, manuals, etc.
- Establish a clean and organized workspace for configuration, e.g., desk space, computer setup, etc.
- Understand the product's configuration requirements, e.g., system requirements, compatibility, etc.
- Access the product's configuration settings, e.g., user interface, command line, etc.
- Avoid misinterpreting the configuration instructions, e.g., technical jargon, unclear steps, etc.
- Backup existing configuration settings, e.g., system restore points, configuration files, etc.
- Verify the product's current configuration state, e.g., default settings, previous configurations, etc.
- Avoid overlooking important configuration steps, e.g., security settings, network settings, etc.
- Prepare contingency plans for potential configuration issues, e.g., rollback plans, troubleshooting guides, etc.
- Communicate the configuration plan to relevant stakeholders, e.g., team members, managers, clients, etc.
- Avoid encountering interruptions during the configuration process, e.g., system updates, power outages, etc.
- Schedule the configuration task at an optimal time, e.g., low-usage hours, maintenance windows, etc.
- Document the initial configuration state for future reference, e.g., screenshots, configuration reports, etc.
- Avoid causing system instability due to incorrect configuration, e.g., system crashes, performance issues, etc.
- Identify potential risks associated with the configuration process, e.g., data loss, system downtime, etc.
- Gather necessary permissions for configuration changes, e.g., admin rights, user consents, etc.
- Avoid violating compliance regulations during configuration, e.g., data privacy laws, industry standards, etc.
- Train relevant personnel on the new configuration, e.g., end users, support staff, etc.
- Avoid configuration changes negatively impacting other system components, e.g., software dependencies, network connections, etc.
- Confirm the readiness of the configuration environment, e.g., system health checks, resource availability, 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]