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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 receive purchase confirmation, e.g., email, SMS, app notification, etc.
- Minimize the time it takes to verify the accuracy of purchase details, e.g., product specifications, quantity, price, etc.
- Minimize the time it takes to access detailed order tracking information, e.g., shipment tracking number, estimated delivery date, etc.
- Minimize the time it takes to understand the expected delivery timeline, e.g., standard shipping time, express delivery options, etc.
- Minimize the time it takes to confirm order processing status, e.g., order accepted, preparation in progress, etc.
- Minimize the time it takes to ensure correct billing and shipping addresses, e.g., address verification, address update options, etc.
- Minimize the time it takes to access and understand return and exchange policies, e.g., return procedures, time frames, condition requirements, etc.
- Minimize the time it takes to confirm receipt of any digital products, e.g., download links, access codes, subscription activations, etc.
- Minimize the time it takes to understand any immediate post-purchase actions required, e.g., product registration, warranty activation, etc.
- Minimize the time it takes to receive notifications about any delays or issues with the order, e.g., stock shortages, shipping delays, etc.
- Minimize the time it takes to access customer support for post-purchase inquiries, e.g., live chat, email support, helpdesk, etc.
- Minimize the time it takes to confirm the secure processing of payment information, e.g., encryption confirmation, fraud alerts, etc.
- Minimize the time it takes to understand any loyalty or reward points earned from the purchase, e.g., points balance, redemption options, etc.
- Minimize the time it takes to access invoice and receipt documentation, e.g., downloadable invoice, email receipt, etc.
- Minimize the time it takes to understand any subscription or recurring order details, e.g., renewal dates, cancellation policies, etc.
- Minimize the time it takes to verify compatibility of purchased digital content with devices or software, e.g., system requirements, compatibility checks, etc.
- Minimize the time it takes to receive confirmation of any customizations or special requests made during the purchase, e.g., custom engraving, gift wrapping, etc.
- Minimize the time it takes to understand any applicable warranties or guarantees, e.g., warranty duration, coverage details, etc.
- Minimize the likelihood of errors in order processing, e.g., wrong item shipped, quantity discrepancies, etc.
- Minimize the likelihood of fraudulent or unauthorized charges related to the purchase, e.g., double charging, unauthorized transactions, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Receive purchase confirmation, e.g., email, SMS, app notification, etc.
- Verify the accuracy of purchase details, e.g., product specifications, quantity, price, etc.
- Access detailed order tracking information, e.g., shipment tracking number, estimated delivery date, etc.
- Understand the expected delivery timeline, e.g., standard shipping time, express delivery options, etc.
- Confirm order processing status, e.g., order accepted, preparation in progress, etc.
- Ensure correct billing and shipping addresses, e.g., address verification, address update options, etc.
- Access and understand return and exchange policies, e.g., return procedures, time frames, condition requirements, etc.
- Confirm receipt of any digital products, e.g., download links, access codes, subscription activations, etc.
- Understand any immediate post-purchase actions required, e.g., product registration, warranty activation, etc.
- Receive notifications about any delays or issues with the order, e.g., stock shortages, shipping delays, etc.
- Access customer support for post-purchase inquiries, e.g., live chat, email support, helpdesk, etc.
- Confirm the secure processing of payment information, e.g., encryption confirmation, fraud alerts, etc.
- Understand any loyalty or reward points earned from the purchase, e.g., points balance, redemption options, etc.
- Access invoice and receipt documentation, e.g., downloadable invoice, email receipt, etc.
- Understand any subscription or recurring order details, e.g., renewal dates, cancellation policies, etc.
- Verify compatibility of purchased digital content with devices or software, e.g., system requirements, compatibility checks, etc.
- Receive confirmation of any customizations or special requests made during the purchase, e.g., custom engraving, gift wrapping, etc.
- Understand any applicable warranties or guarantees, e.g., warranty duration, coverage details, etc.
- Avoid errors in order processing, e.g., wrong item shipped, quantity discrepancies, etc.
- Avoid fraudulent or unauthorized charges related to the purchase, e.g., double charging, unauthorized transactions, 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]