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Success Metrics
There are two formatting options available. The traditional 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 awkward 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 identify any issues during transit, e.g., damage to the product, delays, etc.
- Minimize the likelihood of product damage during transit, e.g., due to poor packaging, rough handling, etc.
- Minimize the time it takes to report any issues identified during transit, e.g., to the sender, receiver, or management, etc.
- Minimize the likelihood of delays during transit, e.g., due to traffic, breakdowns, etc.
- Minimize the time it takes to resolve any issues that occur during transit, e.g., finding alternative routes, arranging for repairs, etc.
- Minimize the likelihood of miscommunication about issues during transit, e.g., between the driver, dispatcher, and receiver, etc.
- Minimize the time it takes to update all relevant parties about any issues during transit, e.g., sender, receiver, management, etc.
- Minimize the likelihood of losing track of the product during transit, e.g., due to GPS failure, misplacement, etc.
- Minimize the time it takes to document any issues that occur during transit, e.g., for insurance claims, record-keeping, etc.
- Minimize the likelihood of failing to address issues during transit in a timely manner, e.g., due to lack of resources, poor communication, etc.
- Minimize the time it takes to coordinate with the sender or receiver about any issues during transit, e.g., arranging for a new delivery time, discussing damage, etc.
- Minimize the likelihood of escalating minor issues during transit into major problems, e.g., due to lack of immediate action, poor decision-making, etc.
- Minimize the time it takes to implement contingency plans for issues during transit, e.g., rerouting, arranging for backup transportation, etc.
- Minimize the likelihood of compromising the safety of the product during transit due to issues, e.g., due to improper handling, exposure to adverse conditions, etc.
- Minimize the time it takes to assess the impact of any issues during transit on the delivery schedule, e.g., calculating delays, updating ETA, etc.
- Minimize the likelihood of recurring issues during transit, e.g., due to lack of preventive measures, repeated mistakes, etc.
- Minimize the time it takes to communicate with support teams about any issues during transit, e.g., maintenance, customer service, etc.
- Minimize the likelihood of incurring additional costs due to issues during transit, e.g., due to damage, delays, rerouting, etc.
- Minimize the time it takes to verify the condition of the product after addressing issues during transit, e.g., checking for damage, ensuring proper packaging, etc.
- Minimize the likelihood of failing to learn from issues during transit, e.g., not identifying root causes, not implementing improvements, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify any issues during transit, e.g., damage to the product, delays, etc.
- Avoid product damage during transit, e.g., due to poor packaging, rough handling, etc.
- Report any issues identified during transit, e.g., to the sender, receiver, or management, etc.
- Avoid delays during transit, e.g., due to traffic, breakdowns, etc.
- Resolve any issues that occur during transit, e.g., finding alternative routes, arranging for repairs, etc.
- Avoid miscommunication about issues during transit, e.g., between the driver, dispatcher, and receiver, etc.
- Update all relevant parties about any issues during transit, e.g., sender, receiver, management, etc.
- Avoid losing track of the product during transit, e.g., due to GPS failure, misplacement, etc.
- Document any issues that occur during transit, e.g., for insurance claims, record-keeping, etc.
- Avoid failing to address issues during transit in a timely manner, e.g., due to lack of resources, poor communication, etc.
- Coordinate with the sender or receiver about any issues during transit, e.g., arranging for a new delivery time, discussing damage, etc.
- Avoid escalating minor issues during transit into major problems, e.g., due to lack of immediate action, poor decision-making, etc.
- Implement contingency plans for issues during transit, e.g., rerouting, arranging for backup transportation, etc.
- Avoid compromising the safety of the product during transit due to issues, e.g., due to improper handling, exposure to adverse conditions, etc.
- Assess the impact of any issues during transit on the delivery schedule, e.g., calculating delays, updating ETA, etc.
- Avoid recurring issues during transit, e.g., due to lack of preventive measures, repeated mistakes, etc.
- Communicate with support teams about any issues during transit, e.g., maintenance, customer service, etc.
- Avoid incurring additional costs due to issues during transit, e.g., due to damage, delays, rerouting, etc.
- Verify the condition of the product after addressing issues during transit, e.g., checking for damage, ensuring proper packaging, etc.
- Avoid failing to learn from issues during transit, e.g., not identifying root causes, not implementing improvements, 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]