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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 identify available solutions in the market, e.g., latest technologies, competitive offerings, etc.
- Minimize the time it takes to understand the features and benefits of each solution, e.g., functionality, usability, etc.
- Minimize the time it takes to assess the compatibility of potential solutions with existing systems, e.g., integration capabilities, platform dependencies, etc.
- Minimize the time it takes to evaluate the cost-effectiveness of each solution, e.g., initial investment, long-term ROI, maintenance costs, etc.
- Minimize the time it takes to gauge the scalability and future-proofing of solutions, e.g., upgrade paths, adaptability to changing needs, etc.
- Minimize the time it takes to compare solutions based on user reviews and industry benchmarks, e.g., customer satisfaction ratings, expert analysis, etc.
- Minimize the time it takes to understand the implementation process and time frame for each solution, e.g., deployment stages, training requirements, etc.
- Minimize the time it takes to evaluate vendor reliability and support services, e.g., customer service, technical assistance, warranty terms, etc.
- Minimize the time it takes to identify potential risks and drawbacks of each solution, e.g., technical limitations, obsolescence risks, etc.
- Minimize the time it takes to assess the impact of each solution on business operations, e.g., workflow changes, employee adaptation, etc.
- Minimize the time it takes to understand compliance and regulatory implications of the solutions, e.g., industry standards, legal requirements, etc.
- Minimize the time it takes to identify opportunities for customization or personalization in solutions, e.g., modular features, add-on services, etc.
- Minimize the time it takes to assess the environmental and social impact of the solutions, e.g., sustainability, ethical sourcing, etc.
- Minimize the time it takes to determine the data security and privacy aspects of the solutions, e.g., encryption methods, compliance with privacy laws, etc.
- Minimize the time it takes to evaluate the potential for collaboration or partnership with solution providers, e.g., joint development, co-branding opportunities, etc.
- Minimize the likelihood of overlooking innovative or unconventional solutions, e.g., emerging technologies, niche providers, etc.
- Minimize the likelihood of misjudging the long-term viability of solutions, e.g., market trends, technological advancements, etc.
- Minimize the likelihood of underestimating the total cost of ownership for solutions, e.g., hidden fees, ongoing maintenance, upgrades, etc.
- Minimize the likelihood of neglecting user experience and usability in solution evaluation, e.g., interface design, learning curve, user feedback, etc.
- Minimize the likelihood of basing decisions on incomplete or biased information, e.g., marketing hype, limited data sources, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify available solutions in the market, e.g., latest technologies, competitive offerings, etc.
- Understand the features and benefits of each solution, e.g., functionality, usability, etc.
- Assess the compatibility of potential solutions with existing systems, e.g., integration capabilities, platform dependencies, etc.
- Evaluate the cost-effectiveness of each solution, e.g., initial investment, long-term ROI, maintenance costs, etc.
- Gauge the scalability and future-proofing of solutions, e.g., upgrade paths, adaptability to changing needs, etc.
- Compare solutions based on user reviews and industry benchmarks, e.g., customer satisfaction ratings, expert analysis, etc.
- Understand the implementation process and time frame for each solution, e.g., deployment stages, training requirements, etc.
- Evaluate vendor reliability and support services, e.g., customer service, technical assistance, warranty terms, etc.
- Identify potential risks and drawbacks of each solution, e.g., technical limitations, obsolescence risks, etc.
- Assess the impact of each solution on business operations, e.g., workflow changes, employee adaptation, etc.
- Understand compliance and regulatory implications of the solutions, e.g., industry standards, legal requirements, etc.
- Identify opportunities for customization or personalization in solutions, e.g., modular features, add-on services, etc.
- Assess the environmental and social impact of the solutions, e.g., sustainability, ethical sourcing, etc.
- Determine the data security and privacy aspects of the solutions, e.g., encryption methods, compliance with privacy laws, etc.
- Evaluate the potential for collaboration or partnership with solution providers, e.g., joint development, co-branding opportunities, etc.
- Avoid overlooking innovative or unconventional solutions, e.g., emerging technologies, niche providers, etc.
- Avoid misjudging the long-term viability of solutions, e.g., market trends, technological advancements, etc.
- Avoid underestimating the total cost of ownership for solutions, e.g., hidden fees, ongoing maintenance, upgrades, etc.
- Avoid neglecting user experience and usability in solution evaluation, e.g., interface design, learning curve, user feedback, etc.
- Avoid basing decisions on incomplete or biased information, e.g., marketing hype, limited data sources, 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]