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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 receive confirmation of the repair request, e.g., email confirmation, SMS notification, etc.
- Minimize the time it takes to view current status updates on the repair process, e.g., received, in progress, awaiting parts, etc.
- Minimize the time it takes to access detailed repair information, e.g., diagnostic results, parts used, technician notes, etc.
- Minimize the time it takes to receive notifications about changes in repair status, e.g., completion, delays, additional information requests, etc.
- Minimize the time it takes to estimate the completion time of the repair, e.g., based on repair complexity, parts availability, etc.
- Minimize the time it takes to identify the technician assigned to the repair, e.g., name, contact information, qualifications, etc.
- Minimize the time it takes to schedule a follow-up or additional service, e.g., if initial repair is insufficient, further issues found, etc.
- Minimize the time it takes to provide feedback on the repair process, e.g., satisfaction survey, comments section, rating system, etc.
- Minimize the time it takes to access historical repair data, e.g., past repairs, recurring issues, warranty information, etc.
- Minimize the time it takes to download or print repair documentation, e.g., service reports, invoices, warranty statements, etc.
- Minimize the time it takes to understand repair warranty terms, e.g., duration, coverage details, claim process, etc.
- Minimize the time it takes to contact customer support for repair inquiries, e.g., chat support, hotline number, email address, etc.
- Minimize the time it takes to update personal or product information related to the repair, e.g., address change, model update, etc.
- Minimize the time it takes to receive educational content on product care, e.g., maintenance tips, user manuals, tutorial videos, etc.
- Minimize the time it takes to track shipping status if the product is sent out for repair, e.g., courier tracking, expected delivery date, etc.
- Minimize the time it takes to receive alerts for preventive maintenance, e.g., based on usage patterns, manufacturer recommendations, etc.
- Minimize the time it takes to access a FAQ section for common repair issues, e.g., troubleshooting steps, warranty questions, etc.
- Minimize the time it takes to request additional services or products related to the repair, e.g., accessories, extended warranties, etc.
- Minimize the time it takes to understand the billing and payment process for the repair, e.g., cost breakdown, payment methods, installment plans, etc.
- Minimize the time it takes to verify the authenticity and qualifications of the service provider, e.g., certifications, authorized service center status, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Receive confirmation of the repair request, e.g., email confirmation, SMS notification, etc.
- View current status updates on the repair process, e.g., received, in progress, awaiting parts, etc.
- Access detailed repair information, e.g., diagnostic results, parts used, technician notes, etc.
- Receive notifications about changes in repair status, e.g., completion, delays, additional information requests, etc.
- Estimate the completion time of the repair, e.g., based on repair complexity, parts availability, etc.
- Identify the technician assigned to the repair, e.g., name, contact information, qualifications, etc.
- Schedule a follow-up or additional service, e.g., if initial repair is insufficient, further issues found, etc.
- Provide feedback on the repair process, e.g., satisfaction survey, comments section, rating system, etc.
- Access historical repair data, e.g., past repairs, recurring issues, warranty information, etc.
- Download or print repair documentation, e.g., service reports, invoices, warranty statements, etc.
- Understand repair warranty terms, e.g., duration, coverage details, claim process, etc.
- Contact customer support for repair inquiries, e.g., chat support, hotline number, email address, etc.
- Update personal or product information related to the repair, e.g., address change, model update, etc.
- Receive educational content on product care, e.g., maintenance tips, user manuals, tutorial videos, etc.
- Track shipping status if the product is sent out for repair, e.g., courier tracking, expected delivery date, etc.
- Receive alerts for preventive maintenance, e.g., based on usage patterns, manufacturer recommendations, etc.
- Access a FAQ section for common repair issues, e.g., troubleshooting steps, warranty questions, etc.
- Request additional services or products related to the repair, e.g., accessories, extended warranties, etc.
- Understand the billing and payment process for the repair, e.g., cost breakdown, payment methods, installment plans, etc.
- Verify the authenticity and qualifications of the service provider, e.g., certifications, authorized service center status, 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]