## 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

*and tries to avoid tasks and activities where feasible.*

*outcome*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***verify the compatibility of shortlisted solutions*, e.g., software compatibility, hardware compatibility, etc.**Minimize the time it takes to***confirm the reliability of shortlisted solutions*, e.g., uptime, failure rates, etc.**Minimize the time it takes to***assess the scalability of shortlisted solutions*, e.g., capacity for growth, adaptability, etc.**Minimize the likelihood of***overlooking key features in shortlisted solutions*, e.g., necessary functionalities, unique selling points, etc.**Minimize the time it takes to***evaluate the cost-effectiveness of shortlisted solutions*, e.g., total cost of ownership, return on investment, etc.**Minimize the time it takes to***determine the ease of integration of shortlisted solutions*, e.g., compatibility with existing systems, complexity of integration, etc.**Minimize the likelihood of***shortlisted solutions failing to meet regulatory compliance*, e.g., data privacy laws, industry standards, etc.**Minimize the time it takes to***confirm the support and maintenance terms for shortlisted solutions*, e.g., warranty period, service level agreements, etc.**Minimize the time it takes to***verify the reputation and credibility of solution providers*, e.g., customer reviews, industry awards, etc.**Minimize the likelihood of***shortlisted solutions not meeting future business needs*, e.g., scalability, upgradeability, etc.**Minimize the time it takes to***assess the security features of shortlisted solutions*, e.g., data encryption, user authentication, etc.**Minimize the likelihood of***shortlisted solutions causing operational disruptions*, e.g., downtime during integration, conflicts with existing systems, etc.**Minimize the time it takes to***confirm the availability of technical support for shortlisted solutions*, e.g., response times, support channels, etc.**Minimize the likelihood of***shortlisted solutions not being user-friendly*, e.g., complex interfaces, steep learning curves, etc.**Minimize the time it takes to***evaluate the performance of shortlisted solutions*, e.g., speed, efficiency, accuracy, etc.**Minimize the likelihood of***shortlisted solutions not being customizable to specific business needs*, e.g., flexibility, modularity, etc.**Minimize the time it takes to***confirm the interoperability of shortlisted solutions with other systems*, e.g., data exchange, seamless workflows, etc.**Minimize the likelihood of***shortlisted solutions not being sustainable in the long term*, e.g., vendor stability, solution longevity, etc.**Minimize the time it takes to***assess the training requirements for shortlisted solutions*, e.g., user training, technical training, etc.**Minimize the likelihood of***shortlisted solutions causing data migration issues*, e.g., data loss, data corruption, etc.

**Customer Success Statements (PJTBD)**

**How important is it**that you can quickly and accurately… and

**How difficult is it**for you to…

**Verify**the compatibility of shortlisted solutions,*e.g., software compatibility, hardware compatibility, etc.***Confirm**the reliability of shortlisted solutions,*e.g., uptime, failure rates, etc.***Assess**the scalability of shortlisted solutions,*e.g., capacity for growth, adaptability, etc.***Avoid**overlooking key features in shortlisted solutions,*e.g., necessary functionalities, unique selling points, etc.***Evaluate**the cost-effectiveness of shortlisted solutions,*e.g., total cost of ownership, return on investment, etc.***Determine**the ease of integration of shortlisted solutions,*e.g., compatibility with existing systems, complexity of integration, etc.***Avoid**shortlisted solutions failing to meet regulatory compliance,*e.g., data privacy laws, industry standards, etc.***Confirm**the support and maintenance terms for shortlisted solutions,*e.g., warranty period, service level agreements, etc.***Verify**the reputation and credibility of solution providers,*e.g., customer reviews, industry awards, etc.***Avoid**shortlisted solutions not meeting future business needs,*e.g., scalability, upgradeability, etc.***Assess**the security features of shortlisted solutions,*e.g., data encryption, user authentication, etc.***Avoid**shortlisted solutions causing operational disruptions,*e.g., downtime during integration, conflicts with existing systems, etc.***Confirm**the availability of technical support for shortlisted solutions,*e.g., response times, support channels, etc.***Avoid**shortlisted solutions not being user-friendly,*e.g., complex interfaces, steep learning curves, etc.***Evaluate**the performance of shortlisted solutions,*e.g., speed, efficiency, accuracy, etc.***Avoid**shortlisted solutions not being customizable to specific business needs,*e.g., flexibility, modularity, etc.***Confirm**the interoperability of shortlisted solutions with other systems,*e.g., data exchange, seamless workflows, etc.***Avoid**shortlisted solutions not being sustainable in the long term,*e.g., vendor stability, solution longevity, etc.***Assess**the training requirements for shortlisted solutions,*e.g., user training, technical training, etc.***Avoid**shortlisted solutions causing data migration issues,*e.g., data loss, data corruption, 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]`