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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 verify payment method accuracy, e.g., credit card, PayPal, bank transfer, etc.
- Minimize the time it takes to confirm payment details are up-to-date, e.g., expiration date, billing address, security code, etc.
- Minimize the time it takes to ensure payment method is accepted by the platform, e.g., Visa, MasterCard, American Express, etc.
- Minimize the time it takes to receive confirmation of payment method approval, e.g., email confirmation, SMS notification, in-app notification, etc.
- Minimize the time it takes to select preferred payment option, e.g., one-time payment, installment plan, subscription, etc.
- Minimize the time it takes to update payment information, e.g., new credit card number, change in bank account, etc.
- Minimize the time it takes to review total cost including taxes and fees, e.g., VAT, service charge, processing fee, etc.
- Minimize the time it takes to apply available discounts or promo codes, e.g., early bird, loyalty discount, special offer code, etc.
- Minimize the time it takes to check for payment processing errors, e.g., declined transaction, incorrect billing information, etc.
- Minimize the time it takes to understand payment security measures, e.g., encryption, two-factor authentication, fraud detection, etc.
- Minimize the time it takes to acknowledge receipt of payment, e.g., digital receipt, order confirmation, payment acknowledgment, etc.
- Minimize the time it takes to clarify refund and cancellation policy, e.g., time frame, conditions, processing fee, etc.
- Minimize the time it takes to identify alternative payment methods if primary fails, e.g., secondary credit card, digital wallet, direct bank transfer, etc.
- Minimize the time it takes to confirm eligibility for payment plans or financing options, e.g., credit check, minimum purchase amount, etc.
- Minimize the time it takes to verify transaction history for accuracy, e.g., past payments, refunds, adjustments, etc.
- Minimize the time it takes to ensure compatibility of payment method with user’s bank or financial institution, e.g., international transactions, bank policies, etc.
- Minimize the time it takes to navigate payment platform interface efficiently, e.g., user-friendly design, clear instructions, responsive layout, etc.
- Minimize the time it takes to receive assistance for payment issues, e.g., customer support, live chat, helpdesk, etc.
- Minimize the time it takes to understand the billing cycle and payment deadlines, e.g., monthly billing, due date reminders, auto-renewal date, etc.
- Minimize the time it takes to confirm payment method compatibility with promotional offers, e.g., specific credit card promotions, bank offers, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Verify payment method accuracy, e.g., credit card, PayPal, bank transfer, etc.
- Confirm payment details are up-to-date, e.g., expiration date, billing address, security code, etc.
- Ensure payment method is accepted by the platform, e.g., Visa, MasterCard, American Express, etc.
- Receive confirmation of payment method approval, e.g., email confirmation, SMS notification, in-app notification, etc.
- Select preferred payment option, e.g., one-time payment, installment plan, subscription, etc.
- Update payment information, e.g., new credit card number, change in bank account, etc.
- Review total cost including taxes and fees, e.g., VAT, service charge, processing fee, etc.
- Apply available discounts or promo codes, e.g., early bird, loyalty discount, special offer code, etc.
- Check for payment processing errors, e.g., declined transaction, incorrect billing information, etc.
- Understand payment security measures, e.g., encryption, two-factor authentication, fraud detection, etc.
- Acknowledge receipt of payment, e.g., digital receipt, order confirmation, payment acknowledgment, etc.
- Clarify refund and cancellation policy, e.g., time frame, conditions, processing fee, etc.
- Identify alternative payment methods if primary fails, e.g., secondary credit card, digital wallet, direct bank transfer, etc.
- Confirm eligibility for payment plans or financing options, e.g., credit check, minimum purchase amount, etc.
- Verify transaction history for accuracy, e.g., past payments, refunds, adjustments, etc.
- Ensure compatibility of payment method with user’s bank or financial institution, e.g., international transactions, bank policies, etc.
- Navigate payment platform interface efficiently, e.g., user-friendly design, clear instructions, responsive layout, etc.
- Receive assistance for payment issues, e.g., customer support, live chat, helpdesk, etc.
- Understand the billing cycle and payment deadlines, e.g., monthly billing, due date reminders, auto-renewal date, etc.
- Confirm payment method compatibility with promotional offers, e.g., specific credit card promotions, bank offers, 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]