/w=256,quality=90,fit=scale-down)
Success Metrics
There are two formatting options available. The tradition 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 utilitarian 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 personal needs and preferences, e.g., product features, brand values, etc.
- Minimize the time it takes to research product options, e.g., online reviews, expert opinions, etc.
- Minimize the time it takes to compare different products, e.g., price, quality, features, etc.
- Minimize the time it takes to evaluate product suitability, e.g., compatibility with existing devices, lifestyle fit, etc.
- Minimize the time it takes to understand product warranties and return policies, e.g., coverage duration, conditions, etc.
- Minimize the time it takes to ascertain product availability, e.g., in-stock status, delivery times, etc.
- Minimize the time it takes to identify potential discounts or promotions, e.g., seasonal sales, loyalty programs, etc.
- Minimize the time it takes to evaluate the environmental impact of the product, e.g., sustainability practices, recyclability, etc.
- Minimize the time it takes to understand the total cost of ownership, e.g., initial cost, maintenance expenses, etc.
- Minimize the time it takes to assess the product's safety features, e.g., certifications, safety ratings, etc.
- Minimize the time it takes to determine the product's compatibility with personal values, e.g., ethical manufacturing, corporate social responsibility, etc.
- Minimize the time it takes to understand product specifications, e.g., technical details, dimensions, etc.
- Minimize the time it takes to identify the ease of product use and maintenance, e.g., user-friendliness, ease of cleaning, etc.
- Minimize the time it takes to verify product reviews and ratings, e.g., user testimonials, expert endorsements, etc.
- Minimize the time it takes to understand the long-term benefits of the product, e.g., durability, upgrade options, etc.
- Minimize the time it takes to assess the resale value of the product, e.g., brand reputation, market demand, etc.
- Minimize the likelihood of overlooking key product features, e.g., hidden costs, non-obvious advantages, etc.
- Minimize the likelihood of misjudging the product's fit for purpose, e.g., underestimating size, overlooking technical requirements, etc.
- Minimize the likelihood of falling for misleading marketing or advertising, e.g., exaggerated claims, fine print details, etc.
- Minimize the likelihood of neglecting user experience and ergonomic factors, e.g., comfort, accessibility, user interface, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify personal needs and preferences, e.g., product features, brand values, etc.
- Research product options, e.g., online reviews, expert opinions, etc.
- Compare different products, e.g., price, quality, features, etc.
- Evaluate product suitability, e.g., compatibility with existing devices, lifestyle fit, etc.
- Understand product warranties and return policies, e.g., coverage duration, conditions, etc.
- Ascertain product availability, e.g., in-stock status, delivery times, etc.
- Identify potential discounts or promotions, e.g., seasonal sales, loyalty programs, etc.
- Evaluate the environmental impact of the product, e.g., sustainability practices, recyclability, etc.
- Understand the total cost of ownership, e.g., initial cost, maintenance expenses, etc.
- Assess the product's safety features, e.g., certifications, safety ratings, etc.
- Determine the product's compatibility with personal values, e.g., ethical manufacturing, corporate social responsibility, etc.
- Understand product specifications, e.g., technical details, dimensions, etc.
- Identify the ease of product use and maintenance, e.g., user-friendliness, ease of cleaning, etc.
- Verify product reviews and ratings, e.g., user testimonials, expert endorsements, etc.
- Understand the long-term benefits of the product, e.g., durability, upgrade options, etc.
- Assess the resale value of the product, e.g., brand reputation, market demand, etc.
- Avoid overlooking key product features, e.g., hidden costs, non-obvious advantages, etc.
- Avoid misjudging the product's fit for purpose, e.g., underestimating size, overlooking technical requirements, etc.
- Avoid falling for misleading marketing or advertising, e.g., exaggerated claims, fine print details, etc.
- Avoid neglecting user experience and ergonomic factors, e.g., comfort, accessibility, user interface, 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]‣