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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 schedule the product delivery for repair, e.g., finding available slots, confirming transportation, etc.
- Minimize the time it takes to communicate the specific repair needs to the service provider, e.g., describing the issue, expected resolution, etc.
- Minimize the time it takes to gather all necessary documentation for the repair, e.g., warranty information, purchase receipts, etc.
- Minimize the time it takes to ensure the product is properly packaged for transport, e.g., securing fragile parts, waterproofing, etc.
- Minimize the time it takes to select the most efficient transportation method for delivery, e.g., fastest, most reliable, etc.
- Minimize the time it takes to confirm receipt of the product by the repair service, e.g., delivery confirmation, acknowledgment from service center, etc.
- Minimize the time it takes to verify the repair timeline and process with the service provider, e.g., estimated completion date, stages of repair, etc.
- Minimize the time it takes to establish a communication channel for updates on the repair status, e.g., email, SMS, phone calls, etc.
- Minimize the time it takes to ensure the repair service has all they need to start the repair immediately, e.g., access codes, power adapters, etc.
- Minimize the time it takes to obtain a loaner or replacement product if necessary, e.g., through warranty, service agreement, etc.
- Minimize the time it takes to document the product's condition before shipping for repair, e.g., taking photos, listing existing damages, etc.
- Minimize the time it takes to negotiate the repair costs if not covered by warranty, e.g., getting quotes, discussing payment options, etc.
- Minimize the time it takes to understand the service provider's repair and return policies, e.g., warranty void scenarios, shipping costs, etc.
- Minimize the time it takes to prepare any necessary access for the service provider to test the product, e.g., passwords, security settings, etc.
- Minimize the time it takes to ensure the product's data is backed up before repair, e.g., cloud storage, external drives, etc.
- Minimize the time it takes to clarify the scope of the repair work with the service provider, e.g., parts to be replaced, software to be updated, etc.
- Minimize the time it takes to identify and communicate any product customizations that affect the repair, e.g., aftermarket parts, software modifications, etc.
- Minimize the time it takes to ensure the repair will not affect the product's warranty, e.g., using authorized service providers, OEM parts, etc.
- Minimize the time it takes to confirm the security measures in place for the product while at the service center, e.g., data protection, physical security, etc.
- Minimize the time it takes to arrange for the return of the product post-repair, e.g., shipping method, pickup location, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Schedule the product delivery for repair, e.g., finding available slots, confirming transportation, etc.
- Communicate the specific repair needs to the service provider, e.g., describing the issue, expected resolution, etc.
- Gather all necessary documentation for the repair, e.g., warranty information, purchase receipts, etc.
- Ensure the product is properly packaged for transport, e.g., securing fragile parts, waterproofing, etc.
- Select the most efficient transportation method for delivery, e.g., fastest, most reliable, etc.
- Confirm receipt of the product by the repair service, e.g., delivery confirmation, acknowledgment from service center, etc.
- Verify the repair timeline and process with the service provider, e.g., estimated completion date, stages of repair, etc.
- Establish a communication channel for updates on the repair status, e.g., email, SMS, phone calls, etc.
- Ensure the repair service has all they need to start the repair immediately, e.g., access codes, power adapters, etc.
- Obtain a loaner or replacement product if necessary, e.g., through warranty, service agreement, etc.
- Document the product's condition before shipping for repair, e.g., taking photos, listing existing damages, etc.
- Negotiate the repair costs if not covered by warranty, e.g., getting quotes, discussing payment options, etc.
- Understand the service provider's repair and return policies, e.g., warranty void scenarios, shipping costs, etc.
- Prepare any necessary access for the service provider to test the product, e.g., passwords, security settings, etc.
- Ensure the product's data is backed up before repair, e.g., cloud storage, external drives, etc.
- Clarify the scope of the repair work with the service provider, e.g., parts to be replaced, software to be updated, etc.
- Identify and communicate any product customizations that affect the repair, e.g., aftermarket parts, software modifications, etc.
- Ensure the repair will not affect the product's warranty, e.g., using authorized service providers, OEM parts, etc.
- Confirm the security measures in place for the product while at the service center, e.g., data protection, physical security, etc.
- Arrange for the return of the product post-repair, e.g., shipping method, pickup location, 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]