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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 real-time shipping updates, e.g., online tracking systems, mobile app notifications, etc.
- Minimize the time it takes to understand the current location and status of the shipment, e.g., in transit, at a sorting facility, etc.
- Minimize the time it takes to verify the estimated time of arrival for shipments, e.g., delivery date projections, time slot estimates, etc.
- Minimize the time it takes to receive alerts for any shipping delays or changes, e.g., SMS notifications, email updates, etc.
- Minimize the time it takes to understand how to report and resolve shipping discrepancies, e.g., lost packages, incorrect delivery, etc.
- Minimize the time it takes to access detailed shipping history and records, e.g., past delivery dates, shipment routes, etc.
- Minimize the time it takes to understand the implications of shipping updates for delivery timing, e.g., changes due to weather, customs delays, etc.
- Minimize the time it takes to verify the security and privacy of shipping tracking information, e.g., data encryption, access controls, etc.
- Minimize the time it takes to understand how to use advanced tracking features, e.g., map view, courier contact details, etc.
- Minimize the time it takes to confirm the availability of customer support for tracking inquiries, e.g., live chat, phone support, email assistance, etc.
- Minimize the time it takes to access and understand options for sharing shipping progress with others, e.g., forwarding tracking links, permissions settings, etc.
- Minimize the time it takes to understand contingency plans for shipping delays, e.g., alternative delivery arrangements, expedited options, etc.
- Minimize the time it takes to verify compatibility of tracking systems with personal devices or software, e.g., mobile apps, web browsers, etc.
- Minimize the time it takes to understand the process for escalating shipping issues, e.g., contacting courier, filing a claim, etc.
- Minimize the time it takes to confirm receipt of shipment through tracking systems, e.g., delivery confirmation, proof of delivery, etc.
- Minimize the likelihood of tracking system errors or inaccuracies, e.g., outdated information, incorrect status updates, etc.
- Minimize the likelihood of miscommunication about shipment status, e.g., unclear tracking information, language barriers, etc.
- Minimize the time it takes to assess the impact of shipping progress on other related activities, e.g., scheduling installation services, planning unboxing, etc.
- Minimize the time it takes to understand the environmental impact of shipping routes and methods, e.g., carbon footprint, eco-friendly practices, etc.
- Minimize the time it takes to access alternate tracking methods in case of system failures, e.g., manual tracking, customer service inquiries, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Access real-time shipping updates, e.g., online tracking systems, mobile app notifications, etc.
- Understand the current location and status of the shipment, e.g., in transit, at a sorting facility, etc.
- Verify the estimated time of arrival for shipments, e.g., delivery date projections, time slot estimates, etc.
- Receive alerts for any shipping delays or changes, e.g., SMS notifications, email updates, etc.
- Understand how to report and resolve shipping discrepancies, e.g., lost packages, incorrect delivery, etc.
- Access detailed shipping history and records, e.g., past delivery dates, shipment routes, etc.
- Understand the implications of shipping updates for delivery timing, e.g., changes due to weather, customs delays, etc.
- Verify the security and privacy of shipping tracking information, e.g., data encryption, access controls, etc.
- Understand how to use advanced tracking features, e.g., map view, courier contact details, etc.
- Confirm the availability of customer support for tracking inquiries, e.g., live chat, phone support, email assistance, etc.
- Access and understand options for sharing shipping progress with others, e.g., forwarding tracking links, permissions settings, etc.
- Understand contingency plans for shipping delays, e.g., alternative delivery arrangements, expedited options, etc.
- Verify compatibility of tracking systems with personal devices or software, e.g., mobile apps, web browsers, etc.
- Understand the process for escalating shipping issues, e.g., contacting courier, filing a claim, etc.
- Confirm receipt of shipment through tracking systems, e.g., delivery confirmation, proof of delivery, etc.
- Avoid tracking system errors or inaccuracies, e.g., outdated information, incorrect status updates, etc.
- Avoid miscommunication about shipment status, e.g., unclear tracking information, language barriers, etc.
- Assess the impact of shipping progress on other related activities, e.g., scheduling installation services, planning unboxing, etc.
- Understand the environmental impact of shipping routes and methods, e.g., carbon footprint, eco-friendly practices, etc.
- Access alternate tracking methods in case of system failures, e.g., manual tracking, customer service inquiries, 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]