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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 specific customization requirements, e.g., color, size, functionality, etc.
- Minimize the time it takes to understand the technical specifications needed for the customization, e.g., software compatibility, hardware requirements, etc.
- Minimize the likelihood of overlooking important customization details, e.g., special features, add-ons, etc.
- Minimize the time it takes to record the customization details accurately, e.g., measurements, design preferences, etc.
- Minimize the likelihood of miscommunication or misunderstanding of customization details, e.g., incorrect interpretation of client's request, etc.
- Minimize the time it takes to confirm the customization details with the client, e.g., through email, phone call, etc.
- Minimize the likelihood of errors in the documentation of customization details, e.g., typos, incorrect data entry, etc.
- Minimize the time it takes to review and validate the customization details, e.g., cross-checking with client's request, etc.
- Minimize the likelihood of discrepancies between the documented details and the actual customization, e.g., mismatch in color, size, etc.
- Minimize the time it takes to update the customization details in the system or database, e.g., CRM, project management tool, etc.
- Minimize the likelihood of losing or misplacing the documented customization details, e.g., due to system crash, misplaced paperwork, etc.
- Minimize the time it takes to communicate the customization details to the production or development team, e.g., through meetings, emails, etc.
- Minimize the likelihood of delays in the customization process due to incomplete or unclear documentation, e.g., missing measurements, vague descriptions, etc.
- Minimize the time it takes to make revisions or changes to the customization details, e.g., due to client's request, production constraints, etc.
- Minimize the likelihood of confusion or misinterpretation of the customization details by the production or development team, e.g., due to technical jargon, complex instructions, etc.
- Minimize the time it takes to archive or store the customization details for future reference, e.g., in a digital repository, filing system, etc.
- Minimize the likelihood of inconsistencies in the customization details across different documents or platforms, e.g., order form vs production instructions, etc.
- Minimize the time it takes to retrieve the customization details when needed, e.g., for client inquiries, product updates, etc.
- Minimize the likelihood of breaching client confidentiality when documenting customization details, e.g., sharing sensitive information, etc.
- Minimize the time it takes to finalize the customization details before the production or development process begins, e.g., sign-off by client, approval by manager, 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 specific customization requirements, e.g., color, size, functionality, etc.
- Understand the technical specifications needed for the customization, e.g., software compatibility, hardware requirements, etc.
- Avoid overlooking important customization details, e.g., special features, add-ons, etc.
- Record the customization details accurately, e.g., measurements, design preferences, etc.
- Avoid miscommunication or misunderstanding of customization details, e.g., incorrect interpretation of client's request, etc.
- Confirm the customization details with the client, e.g., through email, phone call, etc.
- Avoid errors in the documentation of customization details, e.g., typos, incorrect data entry, etc.
- Review and validate the customization details, e.g., cross-checking with client's request, etc.
- Avoid discrepancies between the documented details and the actual customization, e.g., mismatch in color, size, etc.
- Update the customization details in the system or database, e.g., CRM, project management tool, etc.
- Avoid losing or misplacing the documented customization details, e.g., due to system crash, misplaced paperwork, etc.
- Communicate the customization details to the production or development team, e.g., through meetings, emails, etc.
- Avoid delays in the customization process due to incomplete or unclear documentation, e.g., missing measurements, vague descriptions, etc.
- Make revisions or changes to the customization details, e.g., due to client's request, production constraints, etc.
- Avoid confusion or misinterpretation of the customization details by the production or development team, e.g., due to technical jargon, complex instructions, etc.
- Archive or store the customization details for future reference, e.g., in a digital repository, filing system, etc.
- Avoid inconsistencies in the customization details across different documents or platforms, e.g., order form vs production instructions, etc.
- Retrieve the customization details when needed, e.g., for client inquiries, product updates, etc.
- Avoid breaching client confidentiality when documenting customization details, e.g., sharing sensitive information, etc.
- Finalize the customization details before the production or development process begins, e.g., sign-off by client, approval by manager, 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]