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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 root cause of configuration issues, e.g., incorrect settings, incompatible components, etc.
- Minimize the time it takes to verify the compatibility of all components, e.g., hardware, software, etc.
- Minimize the likelihood of overlooking critical configuration settings, e.g., network settings, security settings, etc.
- Minimize the time it takes to confirm the correct functioning of the product after configuration changes, e.g., performance tests, functionality checks, etc.
- Minimize the likelihood of recurring configuration issues, e.g., due to overlooked settings, incorrect fixes, etc.
- Minimize the time it takes to communicate the resolution of configuration issues to relevant stakeholders, e.g., end users, management, etc.
- Minimize the likelihood of configuration changes negatively impacting other system components, e.g., software dependencies, hardware compatibility, etc.
- Minimize the time it takes to document the resolution process for future reference, e.g., steps taken, changes made, etc.
- Minimize the likelihood of configuration issues due to outdated software or firmware, e.g., missing updates, unsupported versions, etc.
- Minimize the time it takes to reconfigure the product if necessary, e.g., rollback changes, apply new settings, etc.
- Minimize the likelihood of configuration issues due to insufficient system resources, e.g., memory, storage, processing power, etc.
- Minimize the time it takes to validate the effectiveness of the resolution, e.g., through user feedback, system monitoring, etc.
- Minimize the likelihood of configuration issues due to incorrect user input, e.g., wrong settings, incorrect data, etc.
- Minimize the time it takes to train end users on any changes made during the resolution process, e.g., new settings, updated procedures, etc.
- Minimize the likelihood of configuration issues due to hardware malfunctions or failures, e.g., faulty components, wear and tear, etc.
- Minimize the time it takes to implement preventive measures to avoid similar configuration issues in the future, e.g., system updates, user training, etc.
- Minimize the likelihood of configuration issues due to network problems, e.g., connectivity issues, firewall settings, etc.
- Minimize the time it takes to restore the product to its optimal performance after resolving configuration issues, e.g., system optimization, performance tuning, etc.
- Minimize the likelihood of configuration issues due to security vulnerabilities, e.g., weak passwords, outdated security patches, etc.
- Minimize the time it takes to ensure the product meets all user requirements after resolving configuration issues, e.g., functionality checks, performance tests, 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 root cause of configuration issues, e.g., incorrect settings, incompatible components, etc.
- Verify the compatibility of all components, e.g., hardware, software, etc.
- Avoid overlooking critical configuration settings, e.g., network settings, security settings, etc.
- Confirm the correct functioning of the product after configuration changes, e.g., performance tests, functionality checks, etc.
- Avoid recurring configuration issues, e.g., due to overlooked settings, incorrect fixes, etc.
- Communicate the resolution of configuration issues to relevant stakeholders, e.g., end users, management, etc.
- Avoid configuration changes negatively impacting other system components, e.g., software dependencies, hardware compatibility, etc.
- Document the resolution process for future reference, e.g., steps taken, changes made, etc.
- Avoid configuration issues due to outdated software or firmware, e.g., missing updates, unsupported versions, etc.
- Reconfigure the product if necessary, e.g., rollback changes, apply new settings, etc.
- Avoid configuration issues due to insufficient system resources, e.g., memory, storage, processing power, etc.
- Validate the effectiveness of the resolution, e.g., through user feedback, system monitoring, etc.
- Avoid configuration issues due to incorrect user input, e.g., wrong settings, incorrect data, etc.
- Train end users on any changes made during the resolution process, e.g., new settings, updated procedures, etc.
- Avoid configuration issues due to hardware malfunctions or failures, e.g., faulty components, wear and tear, etc.
- Implement preventive measures to avoid similar configuration issues in the future, e.g., system updates, user training, etc.
- Avoid configuration issues due to network problems, e.g., connectivity issues, firewall settings, etc.
- Restore the product to its optimal performance after resolving configuration issues, e.g., system optimization, performance tuning, etc.
- Avoid configuration issues due to security vulnerabilities, e.g., weak passwords, outdated security patches, etc.
- Ensure the product meets all user requirements after resolving configuration issues, e.g., functionality checks, performance tests, 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]