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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 necessary tools and equipment, e.g., drills, levels, wiring, etc.
- Minimize the time it takes to clear the area for installation, e.g., moving furniture, covering floors, etc.
- Minimize the time it takes to verify the compatibility of the solution with existing infrastructure, e.g., electrical outlets, network connections, etc.
- Minimize the time it takes to assess the safety risks associated with the installation site, e.g., structural integrity, electrical hazards, etc.
- Minimize the time it takes to determine the optimal placement for the solution, e.g., for signal reception, user accessibility, etc.
- Minimize the time it takes to ensure all necessary permissions and approvals are obtained, e.g., building codes, regulatory compliance, etc.
- Minimize the time it takes to create a contingency plan for potential installation challenges, e.g., unexpected structural issues, equipment failure, etc.
- Minimize the time it takes to communicate the installation plan to relevant stakeholders, e.g., property owners, project managers, etc.
- Minimize the time it takes to gather and organize all materials needed for the installation, e.g., hardware, software, documentation, etc.
- Minimize the time it takes to ensure the installation site is clean and free of debris, e.g., dust, construction materials, etc.
- Minimize the time it takes to confirm the availability of utilities required for the installation, e.g., power, water, internet, etc.
- Minimize the time it takes to schedule the installation to minimize disruption, e.g., during off-hours, weekends, etc.
- Minimize the time it takes to prepare the installation team with necessary information and tools, e.g., installation guides, safety equipment, etc.
- Minimize the time it takes to ensure a clear communication channel with the client throughout the installation process, e.g., updates, inquiries, feedback, etc.
- Minimize the time it takes to verify the structural integrity of the installation site, e.g., wall strength, ceiling support, etc.
- Minimize the time it takes to identify potential environmental impacts of the installation, e.g., noise levels, energy consumption, etc.
- Minimize the time it takes to ensure compatibility with other systems in the vicinity, e.g., wireless networks, security systems, etc.
- Minimize the time it takes to prepare for potential weather-related delays or issues, e.g., rain, extreme temperatures, etc.
- Minimize the time it takes to assess the need for additional resources or personnel, e.g., subcontractors, specialized tools, etc.
- Minimize the time it takes to establish a clear timeline for the installation process, e.g., milestones, completion date, 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 necessary tools and equipment, e.g., drills, levels, wiring, etc.
- Clear the area for installation, e.g., moving furniture, covering floors, etc.
- Verify the compatibility of the solution with existing infrastructure, e.g., electrical outlets, network connections, etc.
- Assess the safety risks associated with the installation site, e.g., structural integrity, electrical hazards, etc.
- Determine the optimal placement for the solution, e.g., for signal reception, user accessibility, etc.
- Ensure all necessary permissions and approvals are obtained, e.g., building codes, regulatory compliance, etc.
- Create a contingency plan for potential installation challenges, e.g., unexpected structural issues, equipment failure, etc.
- Communicate the installation plan to relevant stakeholders, e.g., property owners, project managers, etc.
- Gather and organize all materials needed for the installation, e.g., hardware, software, documentation, etc.
- Ensure the installation site is clean and free of debris, e.g., dust, construction materials, etc.
- Confirm the availability of utilities required for the installation, e.g., power, water, internet, etc.
- Schedule the installation to minimize disruption, e.g., during off-hours, weekends, etc.
- Prepare the installation team with necessary information and tools, e.g., installation guides, safety equipment, etc.
- Ensure a clear communication channel with the client throughout the installation process, e.g., updates, inquiries, feedback, etc.
- Verify the structural integrity of the installation site, e.g., wall strength, ceiling support, etc.
- Identify potential environmental impacts of the installation, e.g., noise levels, energy consumption, etc.
- Ensure compatibility with other systems in the vicinity, e.g., wireless networks, security systems, etc.
- Prepare for potential weather-related delays or issues, e.g., rain, extreme temperatures, etc.
- Assess the need for additional resources or personnel, e.g., subcontractors, specialized tools, etc.
- Establish a clear timeline for the installation process, e.g., milestones, completion date, 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]