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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 confirm the repair quality of the product, e.g., functionality tests, performance checks, etc.
- Minimize the time it takes to receive updates on the repair status, e.g., email notifications, SMS alerts, etc.
- Minimize the time it takes to schedule the delivery of the repaired product, e.g., online scheduling platforms, direct courier bookings, etc.
- Minimize the time it takes to verify the completeness of the repair, e.g., all reported issues addressed, accessory items returned, etc.
- Minimize the time it takes to assess the packaging integrity upon receipt, e.g., damage-free packaging, sealed and secure, etc.
- Minimize the time it takes to ensure all original functionalities are restored, e.g., software features, mechanical operations, etc.
- Minimize the time it takes to validate warranty status post-repair, e.g., updated warranty documents, digital warranty confirmation, etc.
- Minimize the time it takes to understand any changes made to the product, e.g., part replacements, software updates, etc.
- Minimize the time it takes to receive a detailed repair report, e.g., work performed, parts replaced, testing results, etc.
- Minimize the time it takes to confirm the return of all personal data (if applicable), e.g., device settings, saved files, etc.
- Minimize the time it takes to ensure no additional issues have been introduced during the repair, e.g., new software bugs, mechanical faults, etc.
- Minimize the time it takes to receive guidance on any required post-repair actions, e.g., software reinstallation, recalibration, etc.
- Minimize the time it takes to verify the repair has not affected the product's aesthetics, e.g., no scratches, dents, etc.
- Minimize the time it takes to ensure the product's safety features are fully functional, e.g., emergency shut-offs, safety locks, etc.
- Minimize the time it takes to confirm the product's operational lifespan has not been compromised, e.g., battery life, motor endurance, etc.
- Minimize the time it takes to understand any limitations of the repaired product, e.g., reduced features, performance caps, etc.
- Minimize the time it takes to ensure ease of integration with existing systems or accessories, e.g., compatibility checks, connector types, etc.
- Minimize the time it takes to receive instructions for future maintenance or care, e.g., user manuals, care guides, etc.
- Minimize the time it takes to verify the authenticity of replaced parts, e.g., OEM parts, certified replacements, etc.
- Minimize the time it takes to ensure the product meets original specifications and standards, e.g., industry benchmarks, regulatory compliance, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Confirm the repair quality of the product, e.g., functionality tests, performance checks, etc.
- Receive updates on the repair status, e.g., email notifications, SMS alerts, etc.
- Schedule the delivery of the repaired product, e.g., online scheduling platforms, direct courier bookings, etc.
- Verify the completeness of the repair, e.g., all reported issues addressed, accessory items returned, etc.
- Assess the packaging integrity upon receipt, e.g., damage-free packaging, sealed and secure, etc.
- Ensure all original functionalities are restored, e.g., software features, mechanical operations, etc.
- Validate warranty status post-repair, e.g., updated warranty documents, digital warranty confirmation, etc.
- Understand any changes made to the product, e.g., part replacements, software updates, etc.
- Receive a detailed repair report, e.g., work performed, parts replaced, testing results, etc.
- Confirm the return of all personal data (if applicable), e.g., device settings, saved files, etc.
- Ensure no additional issues have been introduced during the repair, e.g., new software bugs, mechanical faults, etc.
- Receive guidance on any required post-repair actions, e.g., software reinstallation, recalibration, etc.
- Verify the repair has not affected the product's aesthetics, e.g., no scratches, dents, etc.
- Ensure the product's safety features are fully functional, e.g., emergency shut-offs, safety locks, etc.
- Confirm the product's operational lifespan has not been compromised, e.g., battery life, motor endurance, etc.
- Understand any limitations of the repaired product, e.g., reduced features, performance caps, etc.
- Ensure ease of integration with existing systems or accessories, e.g., compatibility checks, connector types, etc.
- Receive instructions for future maintenance or care, e.g., user manuals, care guides, etc.
- Verify the authenticity of replaced parts, e.g., OEM parts, certified replacements, etc.
- Ensure the product meets original specifications and standards, e.g., industry benchmarks, regulatory compliance, 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]