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)
- Minimize the time it takes to complete the purchase transaction, e.g., payment processing, order confirmation, etc.
- Minimize the time it takes to find and apply relevant discounts or promotions, e.g., coupons, loyalty rewards, seasonal offers, etc.
- Minimize the time it takes to select the most suitable payment method, e.g., credit card, digital wallet, financing options, etc.
- Minimize the time it takes to verify product availability at the time of purchase, e.g., stock levels, backorder status, estimated delivery times, etc.
- Minimize the time it takes to ensure accuracy of order details, e.g., product specifications, quantity, delivery address, etc.
- Minimize the time it takes to understand and agree to the terms and conditions of the purchase, e.g., return policy, warranty, user agreements, etc.
- Minimize the time it takes to receive confirmation and receipts for the purchase, e.g., email confirmation, printable receipts, transaction records, etc.
- Minimize the time it takes to choose the most convenient delivery or pickup option, e.g., home delivery, in-store pickup, locker collection, etc.
- Minimize the time it takes to ensure the security and privacy of the transaction, e.g., data encryption, privacy policy compliance, secure payment gateways, etc.
- Minimize the time it takes to access customer support for any purchase-related inquiries, e.g., live chat, hotline, email support, etc.
- Minimize the time it takes to navigate and use the purchase platform efficiently, e.g., user-friendly interface, quick search options, mobile app usability, etc.
- Minimize the time it takes to understand any additional costs or fees associated with the purchase, e.g., shipping fees, taxes, handling charges, etc.
- Minimize the time it takes to review and confirm the final cost before completing the purchase, e.g., itemized billing, cost breakdown, discounts applied, etc.
- Minimize the time it takes to ensure compatibility of the product with other owned items or systems, e.g., device compatibility, software integration, accessory requirements, etc.
- Minimize the time it takes to verify the authenticity and quality of the product at the time of purchase, e.g., brand verification, quality checks, certification confirmations, etc.
- Minimize the likelihood of experiencing transaction errors or failures, e.g., payment declines, website crashes, processing errors, etc.
- Minimize the likelihood of encountering hidden or unexpected costs during the purchase process, e.g., hidden fees, additional charges, cost variations, etc.
- Minimize the likelihood of purchasing counterfeit or substandard products, e.g., fake brands, low-quality replicas, unauthorized sellers, etc.
- Minimize the likelihood of regretting the purchase due to lack of research or comparison, e.g., better alternatives, price drops, newer models, etc.
- *Minimize the likelihood of encountering delays or issues with product delivery, e.g., shipping delays, incorrect deliveries, damaged goods, etc.
Customer Success Statements (PJTBD)
- Complete the purchase transaction, e.g., payment processing, order confirmation, etc.
- Find and apply relevant discounts or promotions, e.g., coupons, loyalty rewards, seasonal offers, etc.
- Select the most suitable payment method, e.g., credit card, digital wallet, financing options, etc.
- Verify product availability at the time of purchase, e.g., stock levels, backorder status, estimated delivery times, etc.
- Ensure accuracy of order details, e.g., product specifications, quantity, delivery address, etc.
- Understand and agree to the terms and conditions of the purchase, e.g., return policy, warranty, user agreements, etc.
- Receive confirmation and receipts for the purchase, e.g., email confirmation, printable receipts, transaction records, etc.
- Choose the most convenient delivery or pickup option, e.g., home delivery, in-store pickup, locker collection, etc.
- Ensure the security and privacy of the transaction, e.g., data encryption, privacy policy compliance, secure payment gateways, etc.
- Access customer support for any purchase-related inquiries, e.g., live chat, hotline, email support, etc.
- Navigate and use the purchase platform efficiently, e.g., user-friendly interface, quick search options, mobile app usability, etc.
- Understand any additional costs or fees associated with the purchase, e.g., shipping fees, taxes, handling charges, etc.
- Review and confirm the final cost before completing the purchase, e.g., itemized billing, cost breakdown, discounts applied, etc.
- Ensure compatibility of the product with other owned items or systems, e.g., device compatibility, software integration, accessory requirements, etc.
- Verify the authenticity and quality of the product at the time of purchase, e.g., brand verification, quality checks, certification confirmations, etc.
- Avoid experiencing transaction errors or failures, e.g., payment declines, website crashes, processing errors, etc.
- Avoid encountering hidden or unexpected costs during the purchase process, e.g., hidden fees, additional charges, cost variations, etc.
- Avoid purchasing counterfeit or substandard products, e.g., fake brands, low-quality replicas, unauthorized sellers, etc.
- Avoid regretting the purchase due to lack of research or comparison, e.g., better alternatives, price drops, newer models, etc.
- Avoid encountering delays or issues with product delivery, e.g., shipping delays, incorrect deliveries, damaged goods, 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]