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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 product features that align with personal needs, e.g., size, color, functionality, etc.
- Minimize the time it takes to evaluate product reviews and ratings, e.g., customer feedback, expert opinions, etc.
- Minimize the time it takes to compare different brands and models, e.g., price, quality, warranty, etc.
- Minimize the time it takes to understand the product's value proposition, e.g., cost-effectiveness, unique features, etc.
- Minimize the time it takes to determine compatibility with existing products or systems, e.g., electronic interfaces, software, accessories, etc.
- Minimize the time it takes to assess the product's environmental impact, e.g., sustainability, recyclability, carbon footprint, etc.
- Minimize the time it takes to gauge the ease of use and user-friendliness of the product, e.g., user manuals, instructional videos, etc.
- Minimize the time it takes to understand the return and warranty policies, e.g., return period, warranty duration, coverage, etc.
- Minimize the time it takes to identify available discounts or promotional offers, e.g., seasonal sales, loyalty programs, etc.
- Minimize the time it takes to determine the total cost of ownership, e.g., purchase price, maintenance costs, operational expenses, etc.
- Minimize the time it takes to find out where the product can be purchased, e.g., online stores, local retailers, direct from manufacturer, etc.
- Minimize the time it takes to understand shipping and delivery options, e.g., delivery times, shipping costs, tracking capabilities, etc.
- Minimize the time it takes to evaluate the product's safety features, e.g., certifications, safety tests, child-proofing, etc.
- Minimize the time it takes to explore product customization options, e.g., color choices, add-ons, upgrades, etc.
- Minimize the time it takes to assess the longevity and durability of the product, e.g., material quality, warranty length, brand reputation, etc.
- Minimize the time it takes to understand the ease of product maintenance and care, e.g., cleaning instructions, service requirements, spare parts availability, etc.
- Minimize the time it takes to identify the product's potential for upgrades or expansion, e.g., modular components, software updates, accessory compatibility, etc.
- Minimize the time it takes to evaluate the product's integration with technology and smart devices, e.g., app compatibility, IoT connectivity, smart home integration, etc.
- Minimize the time it takes to assess the product's resale value and market demand, e.g., second-hand market trends, depreciation rates, etc.
- Minimize the time it takes to understand the level of customer support and service provided, e.g., helpdesk availability, repair services, user community, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify product features that align with personal needs, e.g., size, color, functionality, etc.
- Evaluate product reviews and ratings, e.g., customer feedback, expert opinions, etc.
- Compare different brands and models, e.g., price, quality, warranty, etc.
- Understand the product's value proposition, e.g., cost-effectiveness, unique features, etc.
- Determine compatibility with existing products or systems, e.g., electronic interfaces, software, accessories, etc.
- Assess the product's environmental impact, e.g., sustainability, recyclability, carbon footprint, etc.
- Gauge the ease of use and user-friendliness of the product, e.g., user manuals, instructional videos, etc.
- Understand the return and warranty policies, e.g., return period, warranty duration, coverage, etc.
- Identify available discounts or promotional offers, e.g., seasonal sales, loyalty programs, etc.
- Determine the total cost of ownership, e.g., purchase price, maintenance costs, operational expenses, etc.
- Find out where the product can be purchased, e.g., online stores, local retailers, direct from manufacturer, etc.
- Understand shipping and delivery options, e.g., delivery times, shipping costs, tracking capabilities, etc.
- Evaluate the product's safety features, e.g., certifications, safety tests, child-proofing, etc.
- Explore product customization options, e.g., color choices, add-ons, upgrades, etc.
- Assess the longevity and durability of the product, e.g., material quality, warranty length, brand reputation, etc.
- Understand the ease of product maintenance and care, e.g., cleaning instructions, service requirements, spare parts availability, etc.
- Identify the product's potential for upgrades or expansion, e.g., modular components, software updates, accessory compatibility, etc.
- Evaluate the product's integration with technology and smart devices, e.g., app compatibility, IoT connectivity, smart home integration, etc.
- Assess the product's resale value and market demand, e.g., second-hand market trends, depreciation rates, etc.
- Understand the level of customer support and service provided, e.g., helpdesk availability, repair services, user community, 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]‣