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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 correct installation site, e.g., environmental conditions, space availability, etc.
- Minimize the time it takes to gather all necessary tools and materials, e.g., screwdrivers, cables, mounting brackets, etc.
- Minimize the time it takes to verify compatibility between the solution and existing systems, e.g., software versions, hardware interfaces, etc.
- Minimize the time it takes to ensure all safety protocols are understood, e.g., electrical safety, lifting procedures, etc.
- Minimize the time it takes to confirm the solution's components are complete and undamaged, e.g., inspection for missing parts, checking for physical damage, etc.
- Minimize the time it takes to establish a clear communication channel with the support team, e.g., access to technical support, emergency contact numbers, etc.
- Minimize the time it takes to understand the installation instructions, e.g., reading manuals, watching tutorial videos, etc.
- Minimize the time it takes to perform initial setup procedures, e.g., software installation, calibration, etc.
- Minimize the time it takes to test the solution for basic functionality, e.g., power-on tests, connectivity checks, etc.
- Minimize the time it takes to integrate the solution with other systems, e.g., network configuration, data synchronization, etc.
- Minimize the time it takes to train end-users on how to use the solution, e.g., operational training, safety briefings, etc.
- Minimize the time it takes to document the installation process, e.g., filling out installation reports, taking installation photos, etc.
- Minimize the time it takes to address any installation issues, e.g., troubleshooting errors, replacing defective parts, etc.
- Minimize the time it takes to confirm the solution meets all specified requirements, e.g., performance benchmarks, compliance standards, etc.
- Minimize the time it takes to secure the solution against unauthorized access, e.g., setting passwords, configuring firewalls, etc.
- Minimize the time it takes to optimize the solution's settings for best performance, e.g., adjusting parameters, updating firmware, etc.
- Minimize the time it takes to register the solution with the manufacturer for warranty and support, e.g., online registration, warranty card submission, etc.
- Minimize the time it takes to ensure the work area is clean and free from installation debris, e.g., disposing of packaging, cleaning up spills, etc.
- Minimize the likelihood of installation delays due to missing or incorrect parts, e.g., wrong cables, incompatible components, etc.
- Minimize the likelihood of safety incidents during installation, e.g., electrical shocks, falls, 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 correct installation site, e.g., environmental conditions, space availability, etc.
- Gather all necessary tools and materials, e.g., screwdrivers, cables, mounting brackets, etc.
- Verify compatibility between the solution and existing systems, e.g., software versions, hardware interfaces, etc.
- Ensure all safety protocols are understood, e.g., electrical safety, lifting procedures, etc.
- Confirm the solution's components are complete and undamaged, e.g., inspection for missing parts, checking for physical damage, etc.
- Establish a clear communication channel with the support team, e.g., access to technical support, emergency contact numbers, etc.
- Understand the installation instructions, e.g., reading manuals, watching tutorial videos, etc.
- Perform initial setup procedures, e.g., software installation, calibration, etc.
- Test the solution for basic functionality, e.g., power-on tests, connectivity checks, etc.
- Integrate the solution with other systems, e.g., network configuration, data synchronization, etc.
- Train end-users on how to use the solution, e.g., operational training, safety briefings, etc.
- Document the installation process, e.g., filling out installation reports, taking installation photos, etc.
- Address any installation issues, e.g., troubleshooting errors, replacing defective parts, etc.
- Confirm the solution meets all specified requirements, e.g., performance benchmarks, compliance standards, etc.
- Secure the solution against unauthorized access, e.g., setting passwords, configuring firewalls, etc.
- Optimize the solution's settings for best performance, e.g., adjusting parameters, updating firmware, etc.
- Register the solution with the manufacturer for warranty and support, e.g., online registration, warranty card submission, etc.
- Ensure the work area is clean and free from installation debris, e.g., disposing of packaging, cleaning up spills, etc.
- Avoid installation delays due to missing or incorrect parts, e.g., wrong cables, incompatible components, etc.
- Avoid safety incidents during installation, e.g., electrical shocks, falls, 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]