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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 access the delivery schedule, e.g., online tracking portal, mobile app, etc.
- Minimize the time it takes to understand the estimated delivery dates and times, e.g., delivery window, expected day of arrival, etc.
- Minimize the time it takes to verify any changes or updates to the delivery schedule, e.g., rescheduled dates, delayed shipments, etc.
- Minimize the time it takes to compare alternative delivery options and schedules, e.g., expedited shipping, delayed delivery request, etc.
- Minimize the time it takes to confirm the impact of delivery schedule changes on product availability, e.g., backorders, pre-orders, etc.
- Minimize the time it takes to understand how to adjust delivery preferences, e.g., leave at door, neighbor's house, local pickup point, etc.
- Minimize the time it takes to assess the reliability of the delivery schedule, e.g., courier punctuality, historical delivery performance, etc.
- Minimize the time it takes to verify the ability to track real-time delivery progress, e.g., GPS tracking, courier updates, etc.
- Minimize the time it takes to understand the implications of not being available for scheduled delivery, e.g., redelivery processes, holding at facility, etc.
- Minimize the time it takes to assess the impact of external factors on the delivery schedule, e.g., weather conditions, traffic disruptions, etc.
- Minimize the time it takes to understand the process for modifying the delivery schedule post-purchase, e.g., rescheduling, delivery address change, etc.
- Minimize the time it takes to access and understand options for expedited or emergency delivery, e.g., same-day delivery, overnight shipping, etc.
- Minimize the time it takes to confirm the compatibility of the delivery schedule with personal availability, e.g., work hours, travel plans, etc.
- Minimize the time it takes to understand the process for handling missed deliveries, e.g., reschedule delivery, pickup from a local depot, etc.
- Minimize the time it takes to verify the availability of delivery notifications and alerts, e.g., SMS alerts, email notifications, etc.
- Minimize the likelihood of unexpected changes in the delivery schedule, e.g., last-minute delays, early arrivals, etc.
- Minimize the likelihood of miscommunication about delivery schedules, e.g., incorrect dates, unclear time slots, etc.
- Minimize the time it takes to understand the options for tracking multiple concurrent deliveries, e.g., combined tracking systems, batch delivery updates, etc.
- Minimize the time it takes to assess the environmental impact of the delivery schedule, e.g., eco-friendly delivery options, carbon footprint, etc.
- Minimize the time it takes to understand contingency plans for delivery issues, e.g., backup couriers, alternative routes, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Access the delivery schedule, e.g., online tracking portal, mobile app, etc.
- Understand the estimated delivery dates and times, e.g., delivery window, expected day of arrival, etc.
- Verify any changes or updates to the delivery schedule, e.g., rescheduled dates, delayed shipments, etc.
- Compare alternative delivery options and schedules, e.g., expedited shipping, delayed delivery request, etc.
- Confirm the impact of delivery schedule changes on product availability, e.g., backorders, pre-orders, etc.
- Understand how to adjust delivery preferences, e.g., leave at door, neighbor's house, local pickup point, etc.
- Assess the reliability of the delivery schedule, e.g., courier punctuality, historical delivery performance, etc.
- Verify the ability to track real-time delivery progress, e.g., GPS tracking, courier updates, etc.
- Understand the implications of not being available for scheduled delivery, e.g., redelivery processes, holding at facility, etc.
- Assess the impact of external factors on the delivery schedule, e.g., weather conditions, traffic disruptions, etc.
- Understand the process for modifying the delivery schedule post-purchase, e.g., rescheduling, delivery address change, etc.
- Access and understand options for expedited or emergency delivery, e.g., same-day delivery, overnight shipping, etc.
- Confirm the compatibility of the delivery schedule with personal availability, e.g., work hours, travel plans, etc.
- Understand the process for handling missed deliveries, e.g., reschedule delivery, pickup from a local depot, etc.
- Verify the availability of delivery notifications and alerts, e.g., SMS alerts, email notifications, etc.
- Avoid unexpected changes in the delivery schedule, e.g., last-minute delays, early arrivals, etc.
- Avoid miscommunication about delivery schedules, e.g., incorrect dates, unclear time slots, etc.
- Understand the options for tracking multiple concurrent deliveries, e.g., combined tracking systems, batch delivery updates, etc.
- Assess the environmental impact of the delivery schedule, e.g., eco-friendly delivery options, carbon footprint, etc.
- Understand contingency plans for delivery issues, e.g., backup couriers, alternative routes, 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]