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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 locate the nearest authorized service center, e.g., using an online locator tool, etc.
- Minimize the time it takes to understand the shipping process, e.g., packaging requirements, carrier options, etc.
- Minimize the time it takes to obtain a shipping label, e.g., downloading from the service website, receiving via email, etc.
- Minimize the time it takes to pack the product securely, e.g., using bubble wrap, sturdy boxes, etc.
- Minimize the time it takes to schedule a pickup or drop-off, e.g., with a courier service, at a drop-off location, etc.
- Minimize the time it takes to confirm the shipment has been received by the service center, e.g., tracking number confirmation, email notification, etc.
- Minimize the time it takes to receive a confirmation of the estimated repair time, e.g., via email, SMS, etc.
- Minimize the time it takes to verify the product is under warranty, e.g., checking warranty status online, etc.
- Minimize the time it takes to understand the costs involved if out of warranty, e.g., service fees, parts costs, etc.
- Minimize the time it takes to receive updates on the repair status, e.g., through an online portal, email notifications, etc.
- Minimize the time it takes to clarify any doubts with customer service, e.g., via live chat, phone call, etc.
- Minimize the time it takes to receive instructions for post-repair actions, e.g., how to reset the product, etc.
- Minimize the time it takes to understand the shipping insurance options, e.g., carrier insurance, third-party insurance, etc.
- Minimize the time it takes to select the appropriate shipping method, e.g., standard, expedited, etc.
- Minimize the time it takes to ensure the product is not damaged during transit, e.g., proper packaging, fragile labels, etc.
- Minimize the time it takes to receive a detailed repair report, e.g., repair actions taken, parts replaced, etc.
- Minimize the time it takes to understand the return shipping process, e.g., who pays for shipping, tracking the return shipment, etc.
- Minimize the time it takes to receive the repaired product, e.g., via courier, in-store pickup, etc.
- Minimize the likelihood of shipping to the wrong service center, e.g., verifying the address, confirming with customer service, etc.
- Minimize the likelihood of miscommunication regarding the repair scope, e.g., detailed description of issues, photos of the product, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Locate the nearest authorized service center, e.g., using an online locator tool, etc.
- Understand the shipping process, e.g., packaging requirements, carrier options, etc.
- Obtain a shipping label, e.g., downloading from the service website, receiving via email, etc.
- Pack the product securely, e.g., using bubble wrap, sturdy boxes, etc.
- Schedule a pickup or drop-off, e.g., with a courier service, at a drop-off location, etc.
- Confirm the shipment has been received by the service center, e.g., tracking number confirmation, email notification, etc.
- Receive a confirmation of the estimated repair time, e.g., via email, SMS, etc.
- Verify the product is under warranty, e.g., checking warranty status online, etc.
- Understand the costs involved if out of warranty, e.g., service fees, parts costs, etc.
- Receive updates on the repair status, e.g., through an online portal, email notifications, etc.
- Clarify any doubts with customer service, e.g., via live chat, phone call, etc.
- Receive instructions for post-repair actions, e.g., how to reset the product, etc.
- Understand the shipping insurance options, e.g., carrier insurance, third-party insurance, etc.
- Select the appropriate shipping method, e.g., standard, expedited, etc.
- Ensure the product is not damaged during transit, e.g., proper packaging, fragile labels, etc.
- Receive a detailed repair report, e.g., repair actions taken, parts replaced, etc.
- Understand the return shipping process, e.g., who pays for shipping, tracking the return shipment, etc.
- Receive the repaired product, e.g., via courier, in-store pickup, etc.
- Avoid shipping to the wrong service center, e.g., verifying the address, confirming with customer service, etc.
- Avoid miscommunication regarding the repair scope, e.g., detailed description of issues, photos of the product, 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]