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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 verify the accuracy of shipping address, e.g., address format, postal codes, etc.
- Minimize the time it takes to understand how to update shipping details, e.g., online account management, customer service contact, etc.
- Minimize the time it takes to ensure the compatibility of shipping details with courier requirements, e.g., P.O. box limitations, special characters in addresses, etc.
- Minimize the time it takes to confirm the inclusion of necessary shipping documentation, e.g., invoices, customs forms, special instructions, etc.
- Minimize the time it takes to understand the impact of shipping details on delivery time, e.g., rural vs. urban delivery, expedited options, etc.
- Minimize the time it takes to verify contact information for shipping notifications, e.g., phone number, email address, etc.
- Minimize the time it takes to understand how shipping details affect shipping cost, e.g., weight-based pricing, destination charges, etc.
- Minimize the time it takes to ensure the accuracy of recipient information, e.g., recipient name, contact number, etc.
- Minimize the time it takes to understand the process for shipping to alternative addresses, e.g., gift addresses, temporary locations, etc.
- Minimize the time it takes to confirm the suitability of shipping options for specific products, e.g., fragile items, large dimensions, etc.
- Minimize the time it takes to understand the implications of incorrect shipping details, e.g., return to sender, delayed delivery, etc.
- Minimize the time it takes to access and understand options for tracking shipments, e.g., courier tracking systems, mobile app notifications, etc.
- Minimize the time it takes to verify shipping insurance options, e.g., coverage amounts, claim processes, etc.
- Minimize the time it takes to understand how to handle shipping errors or discrepancies, e.g., misdeliveries, damaged goods, etc.
- Minimize the time it takes to understand the customs and import requirements for international shipping, e.g., duty charges, prohibited items, etc.
- Minimize the likelihood of shipping details being entered incorrectly, e.g., typos, outdated information, etc.
- Minimize the likelihood of miscommunication with shipping couriers, e.g., unclear instructions, language barriers, etc.
- Minimize the time it takes to understand the effects of shipping details on order processing time, e.g., cut-off times, processing delays, etc.
- Minimize the likelihood of delivery issues due to inaccurate shipping details, e.g., undeliverable locations, incorrect labels, etc.
- Minimize the time it takes to confirm the availability of shipping updates and modifications, e.g., address change after dispatch, delivery rescheduling, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Verify the accuracy of shipping address, e.g., address format, postal codes, etc.
- Understand how to update shipping details, e.g., online account management, customer service contact, etc.
- Ensure the compatibility of shipping details with courier requirements, e.g., P.O. box limitations, special characters in addresses, etc.
- Confirm the inclusion of necessary shipping documentation, e.g., invoices, customs forms, special instructions, etc.
- Understand the impact of shipping details on delivery time, e.g., rural vs. urban delivery, expedited options, etc.
- Verify contact information for shipping notifications, e.g., phone number, email address, etc.
- Understand how shipping details affect shipping cost, e.g., weight-based pricing, destination charges, etc.
- Ensure the accuracy of recipient information, e.g., recipient name, contact number, etc.
- Understand the process for shipping to alternative addresses, e.g., gift addresses, temporary locations, etc.
- Confirm the suitability of shipping options for specific products, e.g., fragile items, large dimensions, etc.
- Understand the implications of incorrect shipping details, e.g., return to sender, delayed delivery, etc.
- Access and understand options for tracking shipments, e.g., courier tracking systems, mobile app notifications, etc.
- Verify shipping insurance options, e.g., coverage amounts, claim processes, etc.
- Understand how to handle shipping errors or discrepancies, e.g., misdeliveries, damaged goods, etc.
- Understand the customs and import requirements for international shipping, e.g., duty charges, prohibited items, etc.
- Avoid shipping details being entered incorrectly, e.g., typos, outdated information, etc.
- Avoid miscommunication with shipping couriers, e.g., unclear instructions, language barriers, etc.
- Understand the effects of shipping details on order processing time, e.g., cut-off times, processing delays, etc.
- Avoid delivery issues due to inaccurate shipping details, e.g., undeliverable locations, incorrect labels, etc.
- Confirm the availability of shipping updates and modifications, e.g., address change after dispatch, delivery rescheduling, 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]