/w=256,quality=90,fit=scale-down)
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 collect all tools and materials used during the installation, e.g., screwdrivers, drills, fasteners, etc.
- Minimize the time it takes to inspect the installation site for any debris or leftover materials, e.g., packaging, cut wires, etc.
- Minimize the time it takes to ensure all safety protocols have been reinstated, e.g., turning power back on, removing safety signs, etc.
- Minimize the time it takes to verify the work area is returned to its original state or better, e.g., furniture placement, floor cleanliness, etc.
- Minimize the time it takes to document the completion of the cleanup process, e.g., photos of the site, signed checklists, etc.
- Minimize the time it takes to dispose of waste materials in an environmentally responsible manner, e.g., recycling, hazardous waste disposal, etc.
- Minimize the time it takes to confirm all tools are accounted for and in good working order, e.g., inventory check, functionality test, etc.
- Minimize the time it takes to ensure no damage has occurred to the installation site during cleanup, e.g., scratches on floors, dents in walls, etc.
- Minimize the time it takes to inform the client that the cleanup is complete and the site is ready for use, e.g., verbal confirmation, written notice, etc.
- Minimize the time it takes to identify any potential safety hazards created during cleanup, e.g., slippery floors, sharp objects, etc.
- Minimize the time it takes to secure any open or vulnerable areas of the installation site, e.g., locking doors, sealing openings, etc.
- Minimize the time it takes to label and store leftover materials for future use, e.g., spare parts, excess cables, etc.
- Minimize the time it takes to review the cleanup process for efficiency improvements, e.g., time taken, resources used, etc.
- Minimize the time it takes to ensure all regulatory and compliance requirements have been met during cleanup, e.g., waste disposal laws, safety standards, etc.
- Minimize the time it takes to prepare a final report on the cleanup process, e.g., tasks completed, issues encountered, etc.
- Minimize the time it takes to conduct a final walkthrough with the client for approval, e.g., inspection tour, sign-off procedure, etc.
- Minimize the time it takes to gather feedback from the client on the cleanup process, e.g., satisfaction survey, informal feedback, etc.
- Minimize the time it takes to update the project documentation with details of the cleanup, e.g., changes made, final state of the site, etc.
- Minimize the time it takes to train team members on efficient cleanup techniques, e.g., best practices, safety measures, etc.
- Minimize the time it takes to plan for the disposal of large or hazardous waste, e.g., coordination with disposal services, obtaining permits, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Collect all tools and materials used during the installation, e.g., screwdrivers, drills, fasteners, etc.
- Inspect the installation site for any debris or leftover materials, e.g., packaging, cut wires, etc.
- Ensure all safety protocols have been reinstated, e.g., turning power back on, removing safety signs, etc.
- Verify the work area is returned to its original state or better, e.g., furniture placement, floor cleanliness, etc.
- Document the completion of the cleanup process, e.g., photos of the site, signed checklists, etc.
- Dispose of waste materials in an environmentally responsible manner, e.g., recycling, hazardous waste disposal, etc.
- Confirm all tools are accounted for and in good working order, e.g., inventory check, functionality test, etc.
- Ensure no damage has occurred to the installation site during cleanup, e.g., scratches on floors, dents in walls, etc.
- Inform the client that the cleanup is complete and the site is ready for use, e.g., verbal confirmation, written notice, etc.
- Identify any potential safety hazards created during cleanup, e.g., slippery floors, sharp objects, etc.
- Secure any open or vulnerable areas of the installation site, e.g., locking doors, sealing openings, etc.
- Label and store leftover materials for future use, e.g., spare parts, excess cables, etc.
- Review the cleanup process for efficiency improvements, e.g., time taken, resources used, etc.
- Ensure all regulatory and compliance requirements have been met during cleanup, e.g., waste disposal laws, safety standards, etc.
- Prepare a final report on the cleanup process, e.g., tasks completed, issues encountered, etc.
- Conduct a final walkthrough with the client for approval, e.g., inspection tour, sign-off procedure, etc.
- Gather feedback from the client on the cleanup process, e.g., satisfaction survey, informal feedback, etc.
- Update the project documentation with details of the cleanup, e.g., changes made, final state of the site, etc.
- Train team members on efficient cleanup techniques, e.g., best practices, safety measures, etc.
- Plan for the disposal of large or hazardous waste, e.g., coordination with disposal services, obtaining permits, 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]