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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)
- Minimize the time it takes to identify compatible components, e.g., hardware versions, software editions, etc.
- Minimize the time it takes to interpret installation guidelines, e.g., manufacturer instructions, regulatory standards, etc.
- Minimize the time it takes to establish network connectivity, e.g., Wi-Fi setup, Ethernet configuration, etc.
- Minimize the time it takes to verify power supply requirements, e.g., voltage, current, etc.
- Minimize the time it takes to determine optimal placement, e.g., signal coverage, user accessibility, etc.
- Minimize the time it takes to configure security settings, e.g., passwords, encryption protocols, etc.
- Minimize the time it takes to input user preferences, e.g., language, time zone, etc.
- Minimize the time it takes to test functionality of key features, e.g., responsiveness, accuracy, etc.
- Minimize the time it takes to validate data integration points, e.g., APIs, database connections, etc.
- Minimize the time it takes to ensure compatibility with existing systems, e.g., software platforms, network infrastructure, etc.
- Minimize the time it takes to document configuration settings, e.g., version numbers, custom parameters, etc.
- Minimize the time it takes to train end-users on basic operations, e.g., login procedures, daily tasks, etc.
- Minimize the time it takes to establish maintenance schedules, e.g., software updates, hardware checks, etc.
- Minimize the time it takes to create backup and recovery processes, e.g., data backups, system restore points, etc.
- Minimize the time it takes to monitor initial system performance, e.g., load times, error rates, etc.
- Minimize the time it takes to adjust settings for optimal performance, e.g., memory allocation, processor usage, etc.
- Minimize the time it takes to integrate with third-party services, e.g., cloud storage, analytics platforms, etc.
- Minimize the time it takes to customize user interfaces, e.g., themes, layouts, etc.
- Minimize the likelihood of configuration errors leading to system vulnerabilities, e.g., open ports, default credentials, etc.
- Minimize the likelihood of incompatibility issues causing operational delays, e.g., software conflicts, hardware mismatches, etc.
Customer Success Statements (PJTBD)
- Identify compatible components, e.g., hardware versions, software editions, etc.
- Interpret installation guidelines, e.g., manufacturer instructions, regulatory standards, etc.
- Establish network connectivity, e.g., Wi-Fi setup, Ethernet configuration, etc.
- Verify power supply requirements, e.g., voltage, current, etc.
- Determine optimal placement, e.g., signal coverage, user accessibility, etc.
- Configure security settings, e.g., passwords, encryption protocols, etc.
- Input user preferences, e.g., language, time zone, etc.
- Test functionality of key features, e.g., responsiveness, accuracy, etc.
- Validate data integration points, e.g., APIs, database connections, etc.
- Ensure compatibility with existing systems, e.g., software platforms, network infrastructure, etc.
- Document configuration settings, e.g., version numbers, custom parameters, etc.
- Train end-users on basic operations, e.g., login procedures, daily tasks, etc.
- Establish maintenance schedules, e.g., software updates, hardware checks, etc.
- Create backup and recovery processes, e.g., data backups, system restore points, etc.
- Monitor initial system performance, e.g., load times, error rates, etc.
- Adjust settings for optimal performance, e.g., memory allocation, processor usage, etc.
- Integrate with third-party services, e.g., cloud storage, analytics platforms, etc.
- Customize user interfaces, e.g., themes, layouts, etc.
- Avoid configuration errors leading to system vulnerabilities, e.g., open ports, default credentials, etc.
- Avoid incompatibility issues causing operational delays, e.g., software conflicts, hardware mismatches, 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]