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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 compile a complete list of necessary tools and equipment, e.g., wrenches, diagnostic devices, etc.
- Minimize the time it takes to identify reliable suppliers for tools and parts, e.g., local vendors, online marketplaces, etc.
- Minimize the time it takes to assemble all required safety gear and protective equipment, e.g., gloves, goggles, etc.
- Minimize the time it takes to secure access to technical documentation and manuals, e.g., digital archives, manufacturer websites, etc.
- Minimize the time it takes to ensure the availability of specialized tools or machinery, e.g., hydraulic lifts, calibration devices, etc.
- Minimize the time it takes to verify the functionality and condition of tools before use, e.g., sharpness, calibration, battery life, etc.
- Minimize the time it takes to organize tools and resources for easy accessibility, e.g., toolboxes, shelving units, etc.
- Minimize the time it takes to arrange for rental or borrowing of infrequently used tools, e.g., specialized wrenches, diagnostic software, etc.
- Minimize the time it takes to establish a restocking process for consumables, e.g., lubricants, welding rods, etc.
- Minimize the time it takes to evaluate and select software or apps for maintenance management, e.g., inventory tracking, scheduling, etc.
- Minimize the time it takes to coordinate with team members on tool and resource sharing, e.g., scheduling tool use, assigning responsibilities, etc.
- Minimize the time it takes to identify training resources for tool usage and safety, e.g., online tutorials, workshops, etc.
- Minimize the time it takes to ensure compliance with safety standards in tool and resource handling, e.g., OSHA guidelines, industry best practices, etc.
- Minimize the time it takes to establish a system for tool maintenance and repair, e.g., regular checks, service contracts, etc.
- Minimize the time it takes to evaluate environmental considerations in tool storage and usage, e.g., humidity control, proper ventilation, etc.
- Minimize the likelihood of overlooking critical tools during preparation, e.g., multimeters, torque wrenches, etc.
- Minimize the likelihood of using outdated or obsolete resources, e.g., manuals for discontinued models, old software versions, etc.
- Minimize the likelihood of failing to consider ergonomic factors in tool selection, e.g., weight, grip design, etc.
- Minimize the likelihood of neglecting to account for future maintenance needs in resource planning, e.g., upcoming technology upgrades, wear-and-tear projections, etc.
- Minimize the likelihood of underestimating the quantity of consumables required, e.g., hydraulic fluid, solder, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Compile a complete list of necessary tools and equipment, e.g., wrenches, diagnostic devices, etc.
- Identify reliable suppliers for tools and parts, e.g., local vendors, online marketplaces, etc.
- Assemble all required safety gear and protective equipment, e.g., gloves, goggles, etc.
- Secure access to technical documentation and manuals, e.g., digital archives, manufacturer websites, etc.
- Ensure the availability of specialized tools or machinery, e.g., hydraulic lifts, calibration devices, etc.
- Verify the functionality and condition of tools before use, e.g., sharpness, calibration, battery life, etc.
- Organize tools and resources for easy accessibility, e.g., toolboxes, shelving units, etc.
- Arrange for rental or borrowing of infrequently used tools, e.g., specialized wrenches, diagnostic software, etc.
- Establish a restocking process for consumables, e.g., lubricants, welding rods, etc.
- Evaluate and select software or apps for maintenance management, e.g., inventory tracking, scheduling, etc.
- Coordinate with team members on tool and resource sharing, e.g., scheduling tool use, assigning responsibilities, etc.
- Identify training resources for tool usage and safety, e.g., online tutorials, workshops, etc.
- Ensure compliance with safety standards in tool and resource handling, e.g., OSHA guidelines, industry best practices, etc.
- Establish a system for tool maintenance and repair, e.g., regular checks, service contracts, etc.
- Evaluate environmental considerations in tool storage and usage, e.g., humidity control, proper ventilation, etc.
- Avoid overlooking critical tools during preparation, e.g., multimeters, torque wrenches, etc.
- Avoid using outdated or obsolete resources, e.g., manuals for discontinued models, old software versions, etc.
- Avoid failing to consider ergonomic factors in tool selection, e.g., weight, grip design, etc.
- Avoid neglecting to account for future maintenance needs in resource planning, e.g., upcoming technology upgrades, wear-and-tear projections, etc.
- Avoid underestimating the quantity of consumables required, e.g., hydraulic fluid, solder, 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]