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 understand the integration process for the product into its intended environment, e.g., home setting, professional workspace, etc.
- Minimize the time it takes to verify the compatibility of the product with existing systems or equipment, e.g., electronic interfaces, software compatibility, etc.
- Minimize the time it takes to configure or customize the product for optimal use, e.g., settings adjustments, user preferences, etc.
- Minimize the time it takes to gather any additional tools or resources needed for integration, e.g., cables, connectors, apps, etc.
- Minimize the time it takes to access and understand instructional materials for product usage, e.g., user manuals, online tutorials, etc.
- Minimize the time it takes to train or educate others who will use or interact with the product, e.g., family members, employees, customers, etc.
- Minimize the time it takes to establish maintenance routines for the product, e.g., cleaning schedules, software updates, service check-ups, etc.
- Minimize the time it takes to understand the safety protocols related to the product's use, e.g., operating guidelines, hazard prevention, etc.
- Minimize the time it takes to identify and address any initial operational issues or challenges, e.g., troubleshooting, seeking expert advice, etc.
- Minimize the time it takes to understand the product’s impact on workflow or daily routines, e.g., efficiency gains, changes in habits, etc.
- Minimize the time it takes to ensure data security and privacy if the product is technology-based, e.g., setting up firewalls, password protections, etc.
- Minimize the time it takes to integrate the product into existing space or layout constraints, e.g., furniture rearrangement, space optimization, etc.
- Minimize the time it takes to evaluate the product’s effectiveness in meeting its intended purpose, e.g., performance metrics, user satisfaction, etc.
- Minimize the time it takes to establish a feedback loop for continuous improvement of product use, e.g., user feedback forms, performance tracking, etc.
- Minimize the time it takes to access support resources for ongoing product use, e.g., customer service, online communities, user groups, etc.
- Minimize the likelihood of misusing the product due to lack of understanding or training, e.g., incorrect operations, safety risks, etc.
- Minimize the likelihood of inefficient use of the product, e.g., underutilization, overexertion, etc.
- Minimize the time it takes to understand the long-term benefits and potential upgrades for the product, e.g., future enhancements, additional features, etc.
- Minimize the time it takes to align the product use with environmental sustainability practices, e.g., energy-saving modes, recyclable components, etc.
- Minimize the time it takes to plan for eventual product end-of-life or disposal, e.g., recycling options, resale value, decommissioning procedures, etc.
Customer Success Statements (PJTBD)
- Understand the integration process for the product into its intended environment, e.g., home setting, professional workspace, etc.
- Verify the compatibility of the product with existing systems or equipment, e.g., electronic interfaces, software compatibility, etc.
- Configure or customize the product for optimal use, e.g., settings adjustments, user preferences, etc.
- Gather any additional tools or resources needed for integration, e.g., cables, connectors, apps, etc.
- Access and understand instructional materials for product usage, e.g., user manuals, online tutorials, etc.
- Train or educate others who will use or interact with the product, e.g., family members, employees, customers, etc.
- Establish maintenance routines for the product, e.g., cleaning schedules, software updates, service check-ups, etc.
- Understand the safety protocols related to the product's use, e.g., operating guidelines, hazard prevention, etc.
- Identify and address any initial operational issues or challenges, e.g., troubleshooting, seeking expert advice, etc.
- Understand the product’s impact on workflow or daily routines, e.g., efficiency gains, changes in habits, etc.
- Ensure data security and privacy if the product is technology-based, e.g., setting up firewalls, password protections, etc.
- Integrate the product into existing space or layout constraints, e.g., furniture rearrangement, space optimization, etc.
- Evaluate the product’s effectiveness in meeting its intended purpose, e.g., performance metrics, user satisfaction, etc.
- Establish a feedback loop for continuous improvement of product use, e.g., user feedback forms, performance tracking, etc.
- Access support resources for ongoing product use, e.g., customer service, online communities, user groups, etc.
- Avoid misusing the product due to lack of understanding or training, e.g., incorrect operations, safety risks, etc.
- Avoid inefficient use of the product, e.g., underutilization, overexertion, etc.
- Understand the long-term benefits and potential upgrades for the product, e.g., future enhancements, additional features, etc.
- Align the product use with environmental sustainability practices, e.g., energy-saving modes, recyclable components, etc.
- Plan for eventual product end-of-life or disposal, e.g., recycling options, resale value, decommissioning procedures, 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]