/w=256,quality=90,fit=scale-down)
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)
- Minimize the time it takes to verify the delivery address, e.g., GPS coordinates, street names, etc.
- Minimize the time it takes to confirm the recipient's availability, e.g., phone call, email, etc.
- Minimize the time it takes to ensure the product or solution is in the correct condition, e.g., temperature, packaging, etc.
- Minimize the time it takes to check the delivery vehicle's condition, e.g., fuel level, tire pressure, etc.
- Minimize the time it takes to validate the delivery documentation, e.g., invoices, delivery notes, etc.
- Minimize the time it takes to confirm the delivery route, e.g., traffic conditions, road closures, etc.
- Minimize the time it takes to ensure the delivery equipment is functioning properly, e.g., pallet jack, forklift, etc.
- Minimize the likelihood of delivery delays, e.g., traffic jams, vehicle breakdowns, etc.
- Minimize the time it takes to communicate with the recipient upon arrival, e.g., phone call, intercom, etc.
- Minimize the time it takes to unload the product or solution, e.g., manual handling, mechanical lifting, etc.
- Minimize the time it takes to confirm the recipient's satisfaction, e.g., visual inspection, signed confirmation, etc.
- Minimize the likelihood of damage to the product or solution during delivery, e.g., rough handling, poor packaging, etc.
- Minimize the time it takes to complete the delivery paperwork, e.g., delivery note, proof of delivery, etc.
- Minimize the likelihood of miscommunication with the recipient, e.g., language barriers, unclear instructions, etc.
- Minimize the time it takes to confirm the next delivery location, e.g., GPS coordinates, street names, etc.
- Minimize the likelihood of incorrect delivery, e.g., wrong address, wrong product, etc.
- Minimize the time it takes to report the successful delivery to the dispatcher, e.g., phone call, mobile app, etc.
- Minimize the likelihood of disputes with the recipient, e.g., product condition, delivery time, etc.
- Minimize the time it takes to prepare for the next delivery, e.g., vehicle check, route planning, etc.
- Minimize the likelihood of non-compliance with delivery regulations, e.g., weight limits, hazardous materials, etc.
Customer Success Statements (PJTBD)
- Verify the delivery address, e.g., GPS coordinates, street names, etc.
- Confirm the recipient's availability, e.g., phone call, email, etc.
- Ensure the product or solution is in the correct condition, e.g., temperature, packaging, etc.
- Check the delivery vehicle's condition, e.g., fuel level, tire pressure, etc.
- Validate the delivery documentation, e.g., invoices, delivery notes, etc.
- Confirm the delivery route, e.g., traffic conditions, road closures, etc.
- Ensure the delivery equipment is functioning properly, e.g., pallet jack, forklift, etc.
- Avoid delivery delays, e.g., traffic jams, vehicle breakdowns, etc.
- Communicate with the recipient upon arrival, e.g., phone call, intercom, etc.
- Unload the product or solution, e.g., manual handling, mechanical lifting, etc.
- Confirm the recipient's satisfaction, e.g., visual inspection, signed confirmation, etc.
- Avoid damage to the product or solution during delivery, e.g., rough handling, poor packaging, etc.
- Complete the delivery paperwork, e.g., delivery note, proof of delivery, etc.
- Avoid miscommunication with the recipient, e.g., language barriers, unclear instructions, etc.
- Confirm the next delivery location, e.g., GPS coordinates, street names, etc.
- Avoid incorrect delivery, e.g., wrong address, wrong product, etc.
- Report the successful delivery to the dispatcher, e.g., phone call, mobile app, etc.
- Avoid disputes with the recipient, e.g., product condition, delivery time, etc.
- Prepare for the next delivery, e.g., vehicle check, route planning, etc.
- Avoid non-compliance with delivery regulations, e.g., weight limits, hazardous materials, 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]