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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 determine the available budget for the solution, e.g., funding limits, financial constraints, etc.
- Minimize the time it takes to assess the cost-effectiveness of the solution within the budget, e.g., ROI analysis, long-term value, etc.
- Minimize the time it takes to identify potential funding sources or financial support, e.g., loans, grants, investor funding, etc.
- Minimize the time it takes to evaluate the impact of the solution on current and future financials, e.g., cash flow, profit margins, etc.
- Minimize the time it takes to align the solution's cost with organizational financial goals, e.g., cost savings, revenue generation, etc.
- Minimize the time it takes to estimate the total cost of ownership of the solution, e.g., purchase price, maintenance, upgrades, etc.
- Minimize the time it takes to identify and assess the availability of internal resources, e.g., staff, equipment, technology, etc.
- Minimize the time it takes to determine the need for external resources or outsourcing, e.g., consultants, contractors, service providers, etc.
- Minimize the time it takes to evaluate the financial implications of resource allocation decisions, e.g., opportunity costs, resource optimization, etc.
- Minimize the time it takes to assess the flexibility of the budget to accommodate changes or unforeseen costs, e.g., market fluctuations, scope creep, etc.
- Minimize the time it takes to understand the financial risks associated with the solution, e.g., market volatility, economic downturns, etc.
- Minimize the time it takes to identify cost-saving opportunities within the solution implementation, e.g., process efficiencies, technology leverage, etc.
- Minimize the time it takes to assess the impact of the solution on resource efficiency and utilization, e.g., labor productivity, asset usage, etc.
- Minimize the time it takes to compare financial models or plans for solution deployment, e.g., phased implementation, full rollout, etc.
- Minimize the time it takes to evaluate the potential for return on investment from the solution, e.g., revenue increase, cost reduction, etc.
- Minimize the likelihood of underestimating the full financial impact of the solution, e.g., hidden costs, long-term expenses, etc.
- Minimize the likelihood of overstretching financial resources or budget constraints, e.g., overspending, inadequate funding, etc.
- Minimize the likelihood of misallocating resources impacting the solution's success, e.g., inefficient use of staff, technology mismatches, etc.
- Minimize the likelihood of failing to identify potential financial risks or pitfalls, e.g., interest rate changes, economic instability, etc.
- Minimize the likelihood of neglecting the long-term financial sustainability of the solution, e.g., ongoing costs, scalability challenges, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Determine the available budget for the solution, e.g., funding limits, financial constraints, etc.
- Assess the cost-effectiveness of the solution within the budget, e.g., ROI analysis, long-term value, etc.
- Identify potential funding sources or financial support, e.g., loans, grants, investor funding, etc.
- Evaluate the impact of the solution on current and future financials, e.g., cash flow, profit margins, etc.
- Align the solution's cost with organizational financial goals, e.g., cost savings, revenue generation, etc.
- Estimate the total cost of ownership of the solution, e.g., purchase price, maintenance, upgrades, etc.
- Identify and assess the availability of internal resources, e.g., staff, equipment, technology, etc.
- Determine the need for external resources or outsourcing, e.g., consultants, contractors, service providers, etc.
- Evaluate the financial implications of resource allocation decisions, e.g., opportunity costs, resource optimization, etc.
- Assess the flexibility of the budget to accommodate changes or unforeseen costs, e.g., market fluctuations, scope creep, etc.
- Understand the financial risks associated with the solution, e.g., market volatility, economic downturns, etc.
- Identify cost-saving opportunities within the solution implementation, e.g., process efficiencies, technology leverage, etc.
- Assess the impact of the solution on resource efficiency and utilization, e.g., labor productivity, asset usage, etc.
- Compare financial models or plans for solution deployment, e.g., phased implementation, full rollout, etc.
- Evaluate the potential for return on investment from the solution, e.g., revenue increase, cost reduction, etc.
- Avoid underestimating the full financial impact of the solution, e.g., hidden costs, long-term expenses, etc.
- Avoid overstretching financial resources or budget constraints, e.g., overspending, inadequate funding, etc.
- Avoid misallocating resources impacting the solution's success, e.g., inefficient use of staff, technology mismatches, etc.
- Avoid failing to identify potential financial risks or pitfalls, e.g., interest rate changes, economic instability, etc.
- Avoid neglecting the long-term financial sustainability of the solution, e.g., ongoing costs, scalability challenges, 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]