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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 locate the installation instructions, e.g., online, in packaging, etc.
- Minimize the time it takes to understand the sequence of installation steps, e.g., initial setup, component assembly, etc.
- Minimize the time it takes to identify the tools required for installation, e.g., screwdrivers, wrenches, etc.
- Minimize the time it takes to determine the compatibility of the solution with existing systems, e.g., electrical, plumbing, etc.
- Minimize the time it takes to clarify safety precautions, e.g., electrical isolation, personal protective equipment, etc.
- Minimize the time it takes to verify the completeness of the provided components, e.g., screws, brackets, etc.
- Minimize the time it takes to interpret diagrams and illustrations, e.g., wiring diagrams, layout plans, etc.
- Minimize the time it takes to assess the need for additional materials or tools, e.g., sealants, drill bits, etc.
- Minimize the time it takes to confirm the estimated time for installation, e.g., total hours, breaks, etc.
- Minimize the time it takes to understand the troubleshooting steps for common issues, e.g., loose connections, software errors, etc.
- Minimize the time it takes to identify the customer support contact information, e.g., phone number, email, etc.
- Minimize the time it takes to recognize the warranty conditions, e.g., duration, coverage, etc.
- Minimize the time it takes to determine the environmental conditions required for installation, e.g., temperature, humidity, etc.
- Minimize the time it takes to locate the final testing procedures, e.g., operational test, safety test, etc.
- Minimize the time it takes to identify the end-user training materials, e.g., user manuals, online tutorials, etc.
- Minimize the time it takes to clarify the maintenance schedule post-installation, e.g., periodic checks, component replacements, etc.
- Minimize the time it takes to understand the regulatory compliance requirements, e.g., certifications, inspections, etc.
- Minimize the time it takes to determine the disposal instructions for old components, e.g., recycling, hazardous waste, etc.
- Minimize the likelihood of misinterpreting the installation instructions, e.g., step sequence, tool usage, etc.
- Minimize the likelihood of overlooking critical safety warnings, e.g., electrical shock risk, chemical exposure, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Locate the installation instructions, e.g., online, in packaging, etc.
- Understand the sequence of installation steps, e.g., initial setup, component assembly, etc.
- Identify the tools required for installation, e.g., screwdrivers, wrenches, etc.
- Determine the compatibility of the solution with existing systems, e.g., electrical, plumbing, etc.
- Clarify safety precautions, e.g., electrical isolation, personal protective equipment, etc.
- Verify the completeness of the provided components, e.g., screws, brackets, etc.
- Interpret diagrams and illustrations, e.g., wiring diagrams, layout plans, etc.
- Assess the need for additional materials or tools, e.g., sealants, drill bits, etc.
- Confirm the estimated time for installation, e.g., total hours, breaks, etc.
- Understand the troubleshooting steps for common issues, e.g., loose connections, software errors, etc.
- Identify the customer support contact information, e.g., phone number, email, etc.
- Recognize the warranty conditions, e.g., duration, coverage, etc.
- Determine the environmental conditions required for installation, e.g., temperature, humidity, etc.
- Locate the final testing procedures, e.g., operational test, safety test, etc.
- Identify the end-user training materials, e.g., user manuals, online tutorials, etc.
- Clarify the maintenance schedule post-installation, e.g., periodic checks, component replacements, etc.
- Understand the regulatory compliance requirements, e.g., certifications, inspections, etc.
- Determine the disposal instructions for old components, e.g., recycling, hazardous waste, etc.
- Avoid misinterpreting the installation instructions, e.g., step sequence, tool usage, etc.
- Avoid overlooking critical safety warnings, e.g., electrical shock risk, chemical exposure, 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]