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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 all necessary tools for the installation, e.g., screwdrivers, wrenches, software, etc.
- Minimize the time it takes to verify the compatibility of components with the system, e.g., hardware versions, software requirements, etc.
- Minimize the time it takes to locate suppliers for any missing components, e.g., specific cables, connectors, etc.
- Minimize the time it takes to ensure all tools are in working condition, e.g., battery levels, calibration, etc.
- Minimize the time it takes to organize tools and components for efficient access during installation, e.g., sorting by use phase, labeling, etc.
- Minimize the time it takes to confirm the quantity of each component matches the installation requirements, e.g., number of screws, brackets, etc.
- Minimize the time it takes to check for the latest version of installation manuals or guides, e.g., online resources, manufacturer's website, etc.
- Minimize the time it takes to identify potential hazards associated with the installation process, e.g., electrical risks, physical strain, etc.
- Minimize the time it takes to ensure personal protective equipment is available and in good condition, e.g., gloves, goggles, etc.
- Minimize the time it takes to determine if special tools are required for the installation, e.g., diagnostic software, custom jigs, etc.
- Minimize the time it takes to assess the need for additional manpower based on the complexity of the installation, e.g., technical expertise, physical labor, etc.
- Minimize the time it takes to establish a clear workspace free of obstructions, e.g., cleaning the area, moving unrelated items, etc.
- Minimize the time it takes to verify the integrity of packaging to ensure components are undamaged, e.g., visual inspection, testing if applicable, etc.
- Minimize the time it takes to confirm the availability of technical support in case of issues during installation, e.g., contact information, service hours, etc.
- Minimize the time it takes to check for any software or firmware updates required before installation, e.g., downloading updates, reading changelogs, etc.
- Minimize the time it takes to prepare contingency plans for common installation challenges, e.g., missing components, incorrect configurations, etc.
- Minimize the time it takes to ensure all necessary permits or approvals are obtained prior to installation, e.g., building codes, safety regulations, etc.
- Minimize the time it takes to identify and prepare for environmental conditions that may affect installation, e.g., weather, temperature, humidity, etc.
- Minimize the likelihood of misplacing tools or components during installation, e.g., using tool organizers, designated areas, etc.
- Minimize the likelihood of component incompatibility causing delays, e.g., mismatched connectors, outdated software, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify all necessary tools for the installation, e.g., screwdrivers, wrenches, software, etc.
- Verify the compatibility of components with the system, e.g., hardware versions, software requirements, etc.
- Locate suppliers for any missing components, e.g., specific cables, connectors, etc.
- Ensure all tools are in working condition, e.g., battery levels, calibration, etc.
- Organize tools and components for efficient access during installation, e.g., sorting by use phase, labeling, etc.
- Confirm the quantity of each component matches the installation requirements, e.g., number of screws, brackets, etc.
- Check for the latest version of installation manuals or guides, e.g., online resources, manufacturer's website, etc.
- Identify potential hazards associated with the installation process, e.g., electrical risks, physical strain, etc.
- Ensure personal protective equipment is available and in good condition, e.g., gloves, goggles, etc.
- Determine if special tools are required for the installation, e.g., diagnostic software, custom jigs, etc.
- Assess the need for additional manpower based on the complexity of the installation, e.g., technical expertise, physical labor, etc.
- Establish a clear workspace free of obstructions, e.g., cleaning the area, moving unrelated items, etc.
- Verify the integrity of packaging to ensure components are undamaged, e.g., visual inspection, testing if applicable, etc.
- Confirm the availability of technical support in case of issues during installation, e.g., contact information, service hours, etc.
- Check for any software or firmware updates required before installation, e.g., downloading updates, reading changelogs, etc.
- Prepare contingency plans for common installation challenges, e.g., missing components, incorrect configurations, etc.
- Ensure all necessary permits or approvals are obtained prior to installation, e.g., building codes, safety regulations, etc.
- Identify and prepare for environmental conditions that may affect installation, e.g., weather, temperature, humidity, etc.
- Avoid misplacing tools or components during installation, e.g., using tool organizers, designated areas, etc.
- Avoid component incompatibility causing delays, e.g., mismatched connectors, outdated software, 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]