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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 inspect the product for any visible damage, e.g., cracks, discoloration, etc.
- Minimize the likelihood of overlooking visible damage to the product, e.g., due to rushed inspection, inadequate lighting, etc.
- Minimize the time it takes to test the product's functionality, e.g., performance tests, quality checks, etc.
- Minimize the likelihood of failing to detect functional issues with the product, e.g., due to inadequate testing, lack of expertise, etc.
- Minimize the time it takes to verify the product's compliance with quality standards, e.g., certification checks, regulatory standards, etc.
- Minimize the likelihood of overlooking non-compliance with quality standards, e.g., missed certifications, outdated standards, etc.
- Minimize the time it takes to check the product's expiry date or shelf life, e.g., label checks, database queries, etc.
- Minimize the likelihood of overlooking expired or near-expiry products, e.g., due to poor record-keeping, lack of checks, etc.
- Minimize the time it takes to confirm the product's authenticity, e.g., barcode scans, hologram checks, etc.
- Minimize the likelihood of failing to detect counterfeit products, e.g., due to lack of verification methods, inadequate training, etc.
- Minimize the time it takes to assess the product's condition after storage, e.g., post-storage inspections, functionality tests, etc.
- Minimize the likelihood of overlooking storage-related damage or degradation, e.g., due to rushed inspections, lack of awareness, etc.
- Minimize the time it takes to document the product integrity confirmation process, e.g., record-keeping, report generation, etc.
- Minimize the likelihood of errors or omissions in the product integrity documentation, e.g., data entry errors, missed steps, etc.
- Minimize the time it takes to communicate the product integrity status to relevant parties, e.g., supervisors, customers, etc.
- Minimize the likelihood of miscommunication or delays in reporting product integrity status, e.g., unclear reports, communication breakdowns, etc.
- Minimize the time it takes to address any issues found during the product integrity confirmation, e.g., repairs, replacements, etc.
- Minimize the likelihood of inadequate resolution of product integrity issues, e.g., temporary fixes, overlooked issues, etc.
- Minimize the time it takes to reconfirm product integrity after addressing issues, e.g., re-inspection, re-testing, etc.
- Minimize the likelihood of overlooking issues during the reconfirmation of product integrity, e.g., rushed inspections, inadequate testing, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Inspect the product for any visible damage, e.g., cracks, discoloration, etc.
- Avoid overlooking visible damage to the product, e.g., due to rushed inspection, inadequate lighting, etc.
- Test the product's functionality, e.g., performance tests, quality checks, etc.
- Avoid failing to detect functional issues with the product, e.g., due to inadequate testing, lack of expertise, etc.
- Verify the product's compliance with quality standards, e.g., certification checks, regulatory standards, etc.
- Avoid overlooking non-compliance with quality standards, e.g., missed certifications, outdated standards, etc.
- Check the product's expiry date or shelf life, e.g., label checks, database queries, etc.
- Avoid overlooking expired or near-expiry products, e.g., due to poor record-keeping, lack of checks, etc.
- Confirm the product's authenticity, e.g., barcode scans, hologram checks, etc.
- Avoid failing to detect counterfeit products, e.g., due to lack of verification methods, inadequate training, etc.
- Assess the product's condition after storage, e.g., post-storage inspections, functionality tests, etc.
- Avoid overlooking storage-related damage or degradation, e.g., due to rushed inspections, lack of awareness, etc.
- Document the product integrity confirmation process, e.g., record-keeping, report generation, etc.
- Avoid errors or omissions in the product integrity documentation, e.g., data entry errors, missed steps, etc.
- Communicate the product integrity status to relevant parties, e.g., supervisors, customers, etc.
- Avoid miscommunication or delays in reporting product integrity status, e.g., unclear reports, communication breakdowns, etc.
- Address any issues found during the product integrity confirmation, e.g., repairs, replacements, etc.
- Avoid inadequate resolution of product integrity issues, e.g., temporary fixes, overlooked issues, etc.
- Reconfirm product integrity after addressing issues, e.g., re-inspection, re-testing, etc.
- Avoid overlooking issues during the reconfirmation of product integrity, e.g., rushed inspections, inadequate testing, 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]