/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 check the product's condition during transit, e.g., temperature, packaging integrity, etc.
- Minimize the time it takes to verify the product's stability during transit, e.g., movement, vibrations, etc.
- Minimize the likelihood of product damage during transit, e.g., breakage, leakage, etc.
- Minimize the time it takes to monitor the transit environment, e.g., temperature, humidity, etc.
- Minimize the likelihood of product exposure to adverse conditions during transit, e.g., extreme temperatures, moisture, etc.
- Minimize the time it takes to track the product's location during transit, e.g., GPS tracking, manual check-ins, etc.
- Minimize the likelihood of product loss during transit, e.g., theft, misplacement, etc.
- Minimize the time it takes to communicate updates about the product's status during transit, e.g., condition reports, location updates, etc.
- Minimize the likelihood of communication failures during transit, e.g., signal loss, incorrect information, etc.
- Minimize the time it takes to respond to potential issues during transit, e.g., rerouting, product stabilization, etc.
- Minimize the likelihood of delays in transit, e.g., traffic, breakdowns, etc.
- Minimize the time it takes to ensure the product's security during transit, e.g., locks, seals, etc.
- Minimize the likelihood of security breaches during transit, e.g., tampering, theft, etc.
- Minimize the time it takes to document the product's condition and status during transit, e.g., logs, photos, etc.
- Minimize the likelihood of documentation errors during transit, e.g., missing entries, incorrect entries, etc.
- Minimize the time it takes to confirm the product's arrival at the destination, e.g., delivery confirmation, receipt acknowledgement, etc.
- Minimize the likelihood of product rejection at the destination, e.g., due to damage, incorrect product, etc.
- Minimize the time it takes to resolve any issues identified during transit, e.g., product replacement, refunds, etc.
- Minimize the likelihood of repeat issues during future transits, e.g., recurring damage, consistent delays, etc.
- Minimize the time it takes to prepare for the next transit, e.g., vehicle maintenance, route planning, etc.
Customer Success Statements (PJTBD)
- Check the product's condition during transit, e.g., temperature, packaging integrity, etc.
- Verify the product's stability during transit, e.g., movement, vibrations, etc.
- Avoid product damage during transit, e.g., breakage, leakage, etc.
- Monitor the transit environment, e.g., temperature, humidity, etc.
- Avoid product exposure to adverse conditions during transit, e.g., extreme temperatures, moisture, etc.
- Track the product's location during transit, e.g., GPS tracking, manual check-ins, etc.
- Avoid product loss during transit, e.g., theft, misplacement, etc.
- Communicate updates about the product's status during transit, e.g., condition reports, location updates, etc.
- Avoid communication failures during transit, e.g., signal loss, incorrect information, etc.
- Respond to potential issues during transit, e.g., rerouting, product stabilization, etc.
- Avoid delays in transit, e.g., traffic, breakdowns, etc.
- Ensure the product's security during transit, e.g., locks, seals, etc.
- Avoid security breaches during transit, e.g., tampering, theft, etc.
- Document the product's condition and status during transit, e.g., logs, photos, etc.
- Avoid documentation errors during transit, e.g., missing entries, incorrect entries, etc.
- Confirm the product's arrival at the destination, e.g., delivery confirmation, receipt acknowledgement, etc.
- Avoid product rejection at the destination, e.g., due to damage, incorrect product, etc.
- Resolve any issues identified during transit, e.g., product replacement, refunds, etc.
- Avoid repeat issues during future transits, e.g., recurring damage, consistent delays, etc.
- Prepare for the next transit, e.g., vehicle maintenance, route planning, 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]