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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 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]