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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 finalize the customization details of the solution or product, e.g., design elements, feature sets, etc.
- Minimize the time it takes to confirm the final customization meets the initial requirements, e.g., user requirements, business needs, etc.
- Minimize the likelihood of overlooking any errors or inconsistencies in the final customization, e.g., design flaws, feature mismatches, etc.
- Minimize the time it takes to validate the final customization with stakeholders, e.g., user acceptance, management approval, etc.
- Minimize the likelihood of missing any compliance issues in the final customization, e.g., regulatory standards, industry norms, etc.
- Minimize the time it takes to document the final customization details for future reference, e.g., design documents, feature lists, etc.
- Minimize the likelihood of failing to capture any lessons learned during the customization process, e.g., process improvements, best practices, etc.
- Minimize the time it takes to communicate the final customization to all relevant parties, e.g., users, support teams, etc.
- Minimize the likelihood of overlooking any potential improvements for future customizations, e.g., efficiency gains, quality enhancements, etc.
- Minimize the time it takes to prepare the customized solution or product for deployment or delivery, e.g., packaging, installation instructions, etc.
- Minimize the likelihood of failing to consider the impact of the final customization on existing systems or processes, e.g., integration issues, workflow disruptions, etc.
- Minimize the time it takes to evaluate the success of the customization process, e.g., goal achievement, user satisfaction, etc.
- Minimize the likelihood of overlooking any potential risks associated with the final customization, e.g., security risks, operational risks, etc.
- Minimize the time it takes to confirm the maintainability of the final customization, e.g., ease of updates, modularity, etc.
- Minimize the likelihood of failing to identify any cost implications of the final customization, e.g., operational costs, maintenance costs, etc.
- Minimize the time it takes to verify the overall quality of the final customization, e.g., quality assurance tests, quality control checks, etc.
- Minimize the likelihood of missing any potential conflicts with existing systems or processes, e.g., data conflicts, process disruptions, etc.
- Minimize the time it takes to assess the scalability of the final customization, e.g., capacity tests, growth projections, etc.
- Minimize the likelihood of overlooking any usability issues in the final customization, e.g., user interface design, accessibility, etc.
- Minimize the time it takes to confirm the compatibility of the final customization with the intended environment, e.g., hardware requirements, software dependencies, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Finalize the customization details of the solution or product, e.g., design elements, feature sets, etc.
- Confirm the final customization meets the initial requirements, e.g., user requirements, business needs, etc.
- Avoid overlooking any errors or inconsistencies in the final customization, e.g., design flaws, feature mismatches, etc.
- Validate the final customization with stakeholders, e.g., user acceptance, management approval, etc.
- Avoid missing any compliance issues in the final customization, e.g., regulatory standards, industry norms, etc.
- Document the final customization details for future reference, e.g., design documents, feature lists, etc.
- Avoid failing to capture any lessons learned during the customization process, e.g., process improvements, best practices, etc.
- Communicate the final customization to all relevant parties, e.g., users, support teams, etc.
- Avoid overlooking any potential improvements for future customizations, e.g., efficiency gains, quality enhancements, etc.
- Prepare the customized solution or product for deployment or delivery, e.g., packaging, installation instructions, etc.
- Avoid failing to consider the impact of the final customization on existing systems or processes, e.g., integration issues, workflow disruptions, etc.
- Evaluate the success of the customization process, e.g., goal achievement, user satisfaction, etc.
- Avoid overlooking any potential risks associated with the final customization, e.g., security risks, operational risks, etc.
- Confirm the maintainability of the final customization, e.g., ease of updates, modularity, etc.
- Avoid failing to identify any cost implications of the final customization, e.g., operational costs, maintenance costs, etc.
- Verify the overall quality of the final customization, e.g., quality assurance tests, quality control checks, etc.
- Avoid missing any potential conflicts with existing systems or processes, e.g., data conflicts, process disruptions, etc.
- Assess the scalability of the final customization, e.g., capacity tests, growth projections, etc.
- Avoid overlooking any usability issues in the final customization, e.g., user interface design, accessibility, etc.
- Confirm the compatibility of the final customization with the intended environment, e.g., hardware requirements, software dependencies, 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]