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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 key features and functionalities of the solution, e.g., user interface, customization options, etc.
- Minimize the time it takes to create engaging training materials, e.g., video tutorials, interactive guides, etc.
- Minimize the time it takes to schedule training sessions, e.g., coordinating with user availability, booking facilities, etc.
- Minimize the time it takes to assess user competency before training, e.g., pre-training quizzes, skill assessments, etc.
- Minimize the time it takes to tailor training content to user needs, e.g., role-specific functionalities, advanced features, etc.
- Minimize the time it takes to gather feedback on training effectiveness, e.g., post-training surveys, direct observations, etc.
- Minimize the time it takes to adjust training methods based on feedback, e.g., incorporating more hands-on exercises, Q&A sessions, etc.
- Minimize the time it takes to ensure all users have access to training materials, e.g., online platforms, distributed handouts, etc.
- Minimize the time it takes to verify user understanding of the solution, e.g., practical demonstrations, competency tests, etc.
- Minimize the time it takes to identify areas of confusion or difficulty, e.g., through user questions, performance metrics, etc.
- Minimize the time it takes to provide additional support where needed, e.g., one-on-one sessions, detailed guides, etc.
- Minimize the time it takes to update training materials to reflect solution updates, e.g., new features, bug fixes, etc.
- Minimize the time it takes to communicate upcoming training sessions effectively, e.g., email notifications, calendar invites, etc.
- Minimize the time it takes to ensure training sessions are interactive and engaging, e.g., using gamification, live demos, etc.
- Minimize the time it takes to track user progress and completion of training modules, e.g., through learning management systems, attendance records, etc.
- Minimize the time it takes to certify users upon successful training completion, e.g., issuing certificates, badges, etc.
- Minimize the time it takes to integrate feedback mechanisms into training sessions, e.g., real-time polls, suggestion boxes, etc.
- Minimize the time it takes to facilitate peer-to-peer learning opportunities, e.g., discussion forums, study groups, etc.
- Minimize the time it takes to ensure training is accessible to all users, e.g., providing materials in multiple formats, accommodating special needs, etc.
- Minimize the time it takes to evaluate the long-term impact of training on solution usage, e.g., user engagement metrics, productivity gains, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify key features and functionalities of the solution, e.g., user interface, customization options, etc.
- Create engaging training materials, e.g., video tutorials, interactive guides, etc.
- Schedule training sessions, e.g., coordinating with user availability, booking facilities, etc.
- Assess user competency before training, e.g., pre-training quizzes, skill assessments, etc.
- Tailor training content to user needs, e.g., role-specific functionalities, advanced features, etc.
- Gather feedback on training effectiveness, e.g., post-training surveys, direct observations, etc.
- Adjust training methods based on feedback, e.g., incorporating more hands-on exercises, Q&A sessions, etc.
- Ensure all users have access to training materials, e.g., online platforms, distributed handouts, etc.
- Verify user understanding of the solution, e.g., practical demonstrations, competency tests, etc.
- Identify areas of confusion or difficulty, e.g., through user questions, performance metrics, etc.
- Provide additional support where needed, e.g., one-on-one sessions, detailed guides, etc.
- Update training materials to reflect solution updates, e.g., new features, bug fixes, etc.
- Communicate upcoming training sessions effectively, e.g., email notifications, calendar invites, etc.
- Ensure training sessions are interactive and engaging, e.g., using gamification, live demos, etc.
- Track user progress and completion of training modules, e.g., through learning management systems, attendance records, etc.
- Certify users upon successful training completion, e.g., issuing certificates, badges, etc.
- Integrate feedback mechanisms into training sessions, e.g., real-time polls, suggestion boxes, etc.
- Facilitate peer-to-peer learning opportunities, e.g., discussion forums, study groups, etc.
- Ensure training is accessible to all users, e.g., providing materials in multiple formats, accommodating special needs, etc.
- Evaluate the long-term impact of training on solution usage, e.g., user engagement metrics, productivity gains, 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]