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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 confirm product suitability, e.g., compatibility, features, etc.
- Minimize the time it takes to compare different product options, e.g., price, quality, reviews, etc.
- Minimize the time it takes to evaluate the reliability of the seller, e.g., seller ratings, return policy, etc.
- Minimize the time it takes to ascertain the total cost of ownership, e.g., delivery fees, warranty, etc.
- Minimize the time it takes to understand product specifications, e.g., dimensions, materials, etc.
- Minimize the time it takes to verify product availability, e.g., stock levels, delivery times, etc.
- Minimize the time it takes to gather necessary product information, e.g., user manuals, FAQs, etc.
- Minimize the time it takes to clarify terms and conditions of purchase, e.g., payment options, cancellation policy, etc.
- Minimize the time it takes to identify potential discounts or deals, e.g., seasonal sales, bulk discounts, etc.
- Minimize the time it takes to evaluate the environmental impact of the product, e.g., sustainability credentials, recyclability, etc.
- Minimize the time it takes to assess the long-term value of the product, e.g., durability, upgrade options, etc.
- Minimize the time it takes to ensure data privacy and security in the transaction, e.g., encryption, data handling policies, etc.
- Minimize the time it takes to evaluate customer support and service options, e.g., helpdesk availability, warranty services, etc.
- Minimize the time it takes to understand the return and exchange policies, e.g., return periods, restocking fees, etc.
- Minimize the time it takes to determine the product's compatibility with existing systems or devices, e.g., software, hardware, etc.
- Minimize the time it takes to confirm payment method security and reliability, e.g., credit card protection, fraud detection, etc.
- Minimize the time it takes to assess delivery options and timelines, e.g., express shipping, tracking capabilities, etc.
- Minimize the time it takes to verify seller authenticity and legitimacy, e.g., business licenses, customer testimonials, etc.
- Minimize the time it takes to identify additional costs or fees associated with the purchase, e.g., taxes, handling charges, etc.
- Minimize the time it takes to understand the implications of warranties and guarantees, e.g., coverage scope, claim process, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Confirm product suitability, e.g., compatibility, features, etc.
- Compare different product options, e.g., price, quality, reviews, etc.
- Evaluate the reliability of the seller, e.g., seller ratings, return policy, etc.
- Ascertain the total cost of ownership, e.g., delivery fees, warranty, etc.
- Understand product specifications, e.g., dimensions, materials, etc.
- Verify product availability, e.g., stock levels, delivery times, etc.
- Gather necessary product information, e.g., user manuals, FAQs, etc.
- Clarify terms and conditions of purchase, e.g., payment options, cancellation policy, etc.
- Identify potential discounts or deals, e.g., seasonal sales, bulk discounts, etc.
- Evaluate the environmental impact of the product, e.g., sustainability credentials, recyclability, etc.
- Assess the long-term value of the product, e.g., durability, upgrade options, etc.
- Ensure data privacy and security in the transaction, e.g., encryption, data handling policies, etc.
- Evaluate customer support and service options, e.g., helpdesk availability, warranty services, etc.
- Understand the return and exchange policies, e.g., return periods, restocking fees, etc.
- Determine the product's compatibility with existing systems or devices, e.g., software, hardware, etc.
- Confirm payment method security and reliability, e.g., credit card protection, fraud detection, etc.
- Assess delivery options and timelines, e.g., express shipping, tracking capabilities, etc.
- Verify seller authenticity and legitimacy, e.g., business licenses, customer testimonials, etc.
- Identify additional costs or fees associated with the purchase, e.g., taxes, handling charges, etc.
- Understand the implications of warranties and guarantees, e.g., coverage scope, claim process, 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]