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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 the key stakeholders involved, e.g., customers, internal teams, etc.
- Minimize the time it takes to collect relevant data points, e.g., customer feedback, sales data, etc.
- Minimize the time it takes to determine the scope of the problem, e.g., affected areas, impacted processes, etc.
- Minimize the time it takes to prioritize issues based on urgency and impact, e.g., critical bugs, customer complaints, etc.
- Minimize the time it takes to verify the accuracy of collected information, e.g., data validity, source reliability, etc.
- Minimize the time it takes to synthesize information from multiple sources, e.g., reports, databases, interviews, etc.
- Minimize the time it takes to formulate hypotheses about the root causes, e.g., operational inefficiencies, market changes, etc.
- Minimize the time it takes to identify potential solutions for the problem, e.g., process improvements, technology upgrades, etc.
- Minimize the time it takes to assess the feasibility of proposed solutions, e.g., cost, time, resources, etc.
- Minimize the time it takes to communicate findings and recommendations to decision-makers, e.g., reports, presentations, etc.
- Minimize the time it takes to gather feedback on proposed solutions, e.g., stakeholder opinions, expert advice, etc.
- Minimize the time it takes to refine solutions based on feedback, e.g., adjustments, alternative approaches, etc.
- Minimize the time it takes to develop an implementation plan for the chosen solution, e.g., timelines, milestones, etc.
- Minimize the time it takes to allocate resources for solution implementation, e.g., budget, personnel, technology, etc.
- Minimize the time it takes to monitor the progress of solution implementation, e.g., project milestones, performance metrics, etc.
- Minimize the time it takes to evaluate the effectiveness of the implemented solution, e.g., problem resolution, performance improvement, etc.
- Minimize the time it takes to document the problem-solving process and outcomes, e.g., lessons learned, best practices, etc.
- Minimize the time it takes to identify opportunities for preventive measures, e.g., process changes, training needs, etc.
- Minimize the likelihood of missing critical information during data collection, e.g., overlooked data sources, unexplored stakeholder perspectives, etc.
- Minimize the likelihood of misinterpreting data and analysis results, e.g., incorrect assumptions, biased interpretations, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify the key stakeholders involved, e.g., customers, internal teams, etc.
- Collect relevant data points, e.g., customer feedback, sales data, etc.
- Determine the scope of the problem, e.g., affected areas, impacted processes, etc.
- Prioritize issues based on urgency and impact, e.g., critical bugs, customer complaints, etc.
- Verify the accuracy of collected information, e.g., data validity, source reliability, etc.
- Synthesize information from multiple sources, e.g., reports, databases, interviews, etc.
- Formulate hypotheses about the root causes, e.g., operational inefficiencies, market changes, etc.
- Identify potential solutions for the problem, e.g., process improvements, technology upgrades, etc.
- Assess the feasibility of proposed solutions, e.g., cost, time, resources, etc.
- Communicate findings and recommendations to decision-makers, e.g., reports, presentations, etc.
- Gather feedback on proposed solutions, e.g., stakeholder opinions, expert advice, etc.
- Refine solutions based on feedback, e.g., adjustments, alternative approaches, etc.
- Develop an implementation plan for the chosen solution, e.g., timelines, milestones, etc.
- Allocate resources for solution implementation, e.g., budget, personnel, technology, etc.
- Monitor the progress of solution implementation, e.g., project milestones, performance metrics, etc.
- Evaluate the effectiveness of the implemented solution, e.g., problem resolution, performance improvement, etc.
- Document the problem-solving process and outcomes, e.g., lessons learned, best practices, etc.
- Identify opportunities for preventive measures, e.g., process changes, training needs, etc.
- Avoid missing critical information during data collection, e.g., overlooked data sources, unexplored stakeholder perspectives, etc.
- Avoid misinterpreting data and analysis results, e.g., incorrect assumptions, biased interpretations, 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]