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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 need for adjustments in the customization plan, e.g., due to changes in customer requirements, resource availability, etc.
- Minimize the time it takes to evaluate the impact of potential adjustments on the final product, e.g., functionality, aesthetics, etc.
- Minimize the likelihood of making unnecessary adjustments that could lead to inefficiencies or delays, e.g., frequent design changes, material changes, etc.
- Minimize the time it takes to communicate the proposed adjustments to stakeholders, e.g., customers, team members, etc.
- Minimize the likelihood of the adjustments causing dissatisfaction among stakeholders, e.g., due to changes in design, delivery timelines, etc.
- Minimize the time it takes to implement the adjustments in the customization plan, e.g., design modifications, material replacements, etc.
- Minimize the likelihood of the adjustments leading to additional costs, e.g., due to changes in materials, labor requirements, etc.
- Minimize the time it takes to verify the effectiveness of the adjustments, e.g., through testing, quality checks, etc.
- Minimize the likelihood of the adjustments negatively impacting the final product quality, e.g., through careful implementation, rigorous testing, etc.
- Minimize the time it takes to document the adjustments for future reference, e.g., in case of similar issues, for continuous improvement, etc.
- Minimize the likelihood of the adjustments causing delays in the customization process, e.g., through efficient planning, quick decision-making, etc.
- Minimize the time it takes to adjust the customization timeline based on the implemented adjustments, e.g., rescheduling tasks, reallocating resources, etc.
- Minimize the likelihood of the adjustments leading to non-compliance with regulations or standards, e.g., through careful consideration of legal and regulatory requirements, etc.
- Minimize the time it takes to train team members on the changes made due to adjustments, e.g., new design elements, new materials, etc.
- Minimize the likelihood of the adjustments causing disruptions in other stages of the customization process, e.g., through careful planning, coordination with other teams, etc.
- Minimize the time it takes to incorporate customer feedback into the adjustment process, e.g., understanding customer preferences, aligning adjustments with customer expectations, etc.
- Minimize the likelihood of the adjustments leading to other unforeseen issues, e.g., through comprehensive planning, risk assessment, etc.
- Minimize the time it takes to evaluate the impact of the adjustments on the customization budget, e.g., additional material costs, labor costs, etc.
- Minimize the likelihood of the adjustments causing a breach of the customization budget, e.g., through cost-effective solutions, efficient resource utilization, etc.
- Minimize the time it takes to restore normal operations after implementing the adjustments, e.g., resuming production, restarting processes, 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 need for adjustments in the customization plan, e.g., due to changes in customer requirements, resource availability, etc.
- Evaluate the impact of potential adjustments on the final product, e.g., functionality, aesthetics, etc.
- Avoid making unnecessary adjustments that could lead to inefficiencies or delays, e.g., frequent design changes, material changes, etc.
- Communicate the proposed adjustments to stakeholders, e.g., customers, team members, etc.
- Avoid the adjustments causing dissatisfaction among stakeholders, e.g., due to changes in design, delivery timelines, etc.
- Implement the adjustments in the customization plan, e.g., design modifications, material replacements, etc.
- Avoid the adjustments leading to additional costs, e.g., due to changes in materials, labor requirements, etc.
- Verify the effectiveness of the adjustments, e.g., through testing, quality checks, etc.
- Avoid the adjustments negatively impacting the final product quality, e.g., through careful implementation, rigorous testing, etc.
- Document the adjustments for future reference, e.g., in case of similar issues, for continuous improvement, etc.
- Avoid the adjustments causing delays in the customization process, e.g., through efficient planning, quick decision-making, etc.
- Adjust the customization timeline based on the implemented adjustments, e.g., rescheduling tasks, reallocating resources, etc.
- Avoid the adjustments leading to non-compliance with regulations or standards, e.g., through careful consideration of legal and regulatory requirements, etc.
- Train team members on the changes made due to adjustments, e.g., new design elements, new materials, etc.
- Avoid the adjustments causing disruptions in other stages of the customization process, e.g., through careful planning, coordination with other teams, etc.
- Incorporate customer feedback into the adjustment process, e.g., understanding customer preferences, aligning adjustments with customer expectations, etc.
- Avoid the adjustments leading to other unforeseen issues, e.g., through comprehensive planning, risk assessment, etc.
- Evaluate the impact of the adjustments on the customization budget, e.g., additional material costs, labor costs, etc.
- Avoid the adjustments causing a breach of the customization budget, e.g., through cost-effective solutions, efficient resource utilization, etc.
- Restore normal operations after implementing the adjustments, e.g., resuming production, restarting processes, 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]