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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 clear and organize the work area, e.g., removing clutter, designating zones, etc.
- Minimize the time it takes to set up appropriate lighting for the task, e.g., portable lights, overhead illumination, etc.
- Minimize the time it takes to ensure proper ventilation and air quality, e.g., fans, air filters, etc.
- Minimize the time it takes to establish safety measures and signage, e.g., warning signs, barrier tapes, etc.
- Minimize the time it takes to arrange necessary power sources and outlets, e.g., extension cords, power strips, etc.
- Minimize the time it takes to prepare and position workbenches or support structures, e.g., sawhorses, scaffolding, etc.
- Minimize the time it takes to secure the work area against unauthorized access or disturbances, e.g., locks, restricted area signs, etc.
- Minimize the time it takes to verify environmental conditions are suitable for the work, e.g., temperature, humidity, etc.
- Minimize the time it takes to assemble all required materials and components in the work area, e.g., parts, adhesives, etc.
- Minimize the time it takes to establish a system for waste disposal and cleanup, e.g., bins, recycling procedures, etc.
- Minimize the time it takes to prepare emergency response equipment, e.g., first aid kits, fire extinguishers, etc.
- Minimize the time it takes to ensure the availability of communication devices for team coordination, e.g., radios, intercoms, etc.
- Minimize the time it takes to position signage for guiding or instructing workers, e.g., workflow charts, procedural diagrams, etc.
- Minimize the time it takes to verify the structural integrity of work platforms or areas, e.g., load-bearing capacity checks, stability tests, etc.
- Minimize the time it takes to ensure all tools and equipment are within easy reach and properly arranged, e.g., tool racks, magnetic holders, etc.
- Minimize the likelihood of environmental disruptions affecting the work, e.g., rain, extreme temperatures, etc.
- Minimize the likelihood of accidental damage to surrounding areas or equipment, e.g., spills, impacts, etc.
- Minimize the likelihood of work interruptions due to insufficient supplies or materials, e.g., running out of fasteners, low battery power, etc.
- Minimize the likelihood of safety hazards due to poor organization or clutter, e.g., tripping hazards, misplaced tools, etc.
- Minimize the likelihood of inefficient work flow due to poor layout or accessibility, e.g., frequently used items being far away, obstructed paths, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Clear and organize the work area, e.g., removing clutter, designating zones, etc.
- Set up appropriate lighting for the task, e.g., portable lights, overhead illumination, etc.
- Ensure proper ventilation and air quality, e.g., fans, air filters, etc.
- Establish safety measures and signage, e.g., warning signs, barrier tapes, etc.
- Arrange necessary power sources and outlets, e.g., extension cords, power strips, etc.
- Prepare and position workbenches or support structures, e.g., sawhorses, scaffolding, etc.
- Secure the work area against unauthorized access or disturbances, e.g., locks, restricted area signs, etc.
- Verify environmental conditions are suitable for the work, e.g., temperature, humidity, etc.
- Assemble all required materials and components in the work area, e.g., parts, adhesives, etc.
- Establish a system for waste disposal and cleanup, e.g., bins, recycling procedures, etc.
- Prepare emergency response equipment, e.g., first aid kits, fire extinguishers, etc.
- Ensure the availability of communication devices for team coordination, e.g., radios, intercoms, etc.
- Position signage for guiding or instructing workers, e.g., workflow charts, procedural diagrams, etc.
- Verify the structural integrity of work platforms or areas, e.g., load-bearing capacity checks, stability tests, etc.
- Ensure all tools and equipment are within easy reach and properly arranged, e.g., tool racks, magnetic holders, etc.
- Avoid environmental disruptions affecting the work, e.g., rain, extreme temperatures, etc.
- Avoid accidental damage to surrounding areas or equipment, e.g., spills, impacts, etc.
- Avoid work interruptions due to insufficient supplies or materials, e.g., running out of fasteners, low battery power, etc.
- Avoid safety hazards due to poor organization or clutter, e.g., tripping hazards, misplaced tools, etc.
- Avoid inefficient work flow due to poor layout or accessibility, e.g., frequently used items being far away, obstructed paths, 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]