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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)
- Minimize the time it takes to verify payment information, e.g., card details, billing address, etc.
- Minimize the time it takes to select a payment method, e.g., credit card, PayPal, bank transfer, etc.
- Minimize the time it takes to confirm the total cost, e.g., item price, taxes, shipping fees, etc.
- Minimize the time it takes to apply discounts or promo codes, e.g., coupon codes, loyalty points, etc.
- Minimize the time it takes to review order details, e.g., product specifications, quantity, etc.
- Minimize the time it takes to understand the payment security measures, e.g., encryption, fraud detection, etc.
- Minimize the time it takes to receive payment confirmation, e.g., email confirmation, SMS notification, etc.
- Minimize the time it takes to access customer support for payment issues, e.g., live chat, helpdesk, phone support, etc.
- Minimize the time it takes to update payment details, e.g., new credit card, billing address change, etc.
- Minimize the time it takes to access and understand the return and refund policy, e.g., time limits, condition requirements, etc.
- Minimize the likelihood of payment transaction errors, e.g., incorrect amount, duplicate charges, etc.
- Minimize the likelihood of unauthorized transactions, e.g., fraud, hacking, etc.
- Minimize the time it takes to confirm availability of products in the cart, e.g., stock levels, alternative options, etc.
- Minimize the time it takes to understand tax implications, e.g., sales tax, import duties, etc.
- Minimize the time it takes to navigate the payment interface, e.g., user-friendly layout, clear instructions, etc.
- Minimize the time it takes to understand payment terms, e.g., installment plans, deferred payments, etc.
- Minimize the time it takes to ensure compatibility of payment methods with personal banking services, e.g., online banking, mobile apps, etc.
- Minimize the time it takes to confirm transaction security, e.g., SSL certificates, PCI compliance, etc.
- Minimize the likelihood of technical issues during payment, e.g., website crashes, payment gateway failures, etc.
- Minimize the time it takes to understand the implications of currency conversion, e.g., exchange rates, fees, etc.
Customer Success Statements (PJTBD)
- Verify payment information, e.g., card details, billing address, etc.
- Select a payment method, e.g., credit card, PayPal, bank transfer, etc.
- Confirm the total cost, e.g., item price, taxes, shipping fees, etc.
- Apply discounts or promo codes, e.g., coupon codes, loyalty points, etc.
- Review order details, e.g., product specifications, quantity, etc.
- Understand the payment security measures, e.g., encryption, fraud detection, etc.
- Receive payment confirmation, e.g., email confirmation, SMS notification, etc.
- Access customer support for payment issues, e.g., live chat, helpdesk, phone support, etc.
- Update payment details, e.g., new credit card, billing address change, etc.
- Access and understand the return and refund policy, e.g., time limits, condition requirements, etc.
- Avoid payment transaction errors, e.g., incorrect amount, duplicate charges, etc.
- Avoid unauthorized transactions, e.g., fraud, hacking, etc.
- Confirm availability of products in the cart, e.g., stock levels, alternative options, etc.
- Understand tax implications, e.g., sales tax, import duties, etc.
- Navigate the payment interface, e.g., user-friendly layout, clear instructions, etc.
- Understand payment terms, e.g., installment plans, deferred payments, etc.
- Ensure compatibility of payment methods with personal banking services, e.g., online banking, mobile apps, etc.
- Confirm transaction security, e.g., SSL certificates, PCI compliance, etc.
- Avoid technical issues during payment, e.g., website crashes, payment gateway failures, etc.
- Understand the implications of currency conversion, e.g., exchange rates, fees, 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]