/w=256,quality=90,fit=scale-down)
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 issue with the product, e.g., software glitch, hardware malfunction, etc.
- Minimize the time it takes to gather all necessary documentation for the repair, e.g., warranty information, purchase receipts, etc.
- Minimize the time it takes to communicate the problem to the repair service, e.g., via email, service ticket, etc.
- Minimize the time it takes to package the product securely for transport, e.g., using bubble wrap, sturdy boxes, etc.
- Minimize the time it takes to select a reliable courier service for product shipment, e.g., FedEx, UPS, etc.
- Minimize the time it takes to obtain a repair authorization number if required, e.g., RMA, service ticket number, etc.
- Minimize the time it takes to backup any data before sending the product for repair, e.g., cloud storage, external hard drive, etc.
- Minimize the time it takes to remove personal or sensitive information from the product, e.g., factory reset, manual deletion, etc.
- Minimize the time it takes to confirm the repair service's hours of operation and location, e.g., business hours, drop-off points, etc.
- Minimize the time it takes to verify the product's warranty status and coverage, e.g., online account, warranty card, etc.
- Minimize the time it takes to determine the estimated cost of repair if not covered by warranty, e.g., service quotes, diagnostic fees, etc.
- Minimize the time it takes to identify any additional issues that may need addressing during the repair, e.g., battery replacement, software updates, etc.
- Minimize the time it takes to ensure all components or accessories are included for the repair, e.g., cables, chargers, etc.
- Minimize the time it takes to record the product's serial number or identification for tracking, e.g., on the repair form, in personal records, etc.
- Minimize the time it takes to understand the repair process and timeline, e.g., stages of repair, expected completion date, etc.
- Minimize the time it takes to prepare a detailed description of the problem for the repair technician, e.g., error messages, malfunction behavior, etc.
- Minimize the time it takes to select the appropriate repair service based on expertise and reviews, e.g., authorized service center, third-party repair shop, etc.
- Minimize the time it takes to ensure the product is turned off and unplugged before packaging, e.g., safety precautions, battery removal, etc.
- Minimize the time it takes to label the package clearly with the repair destination and return address, e.g., shipping labels, permanent marker, etc.
- Minimize the time it takes to confirm the pickup or drop-off date for the product, e.g., courier schedule, repair center appointment, 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 issue with the product, e.g., software glitch, hardware malfunction, etc.
- Gather all necessary documentation for the repair, e.g., warranty information, purchase receipts, etc.
- Communicate the problem to the repair service, e.g., via email, service ticket, etc.
- Package the product securely for transport, e.g., using bubble wrap, sturdy boxes, etc.
- Select a reliable courier service for product shipment, e.g., FedEx, UPS, etc.
- Obtain a repair authorization number if required, e.g., RMA, service ticket number, etc.
- Backup any data before sending the product for repair, e.g., cloud storage, external hard drive, etc.
- Remove personal or sensitive information from the product, e.g., factory reset, manual deletion, etc.
- Confirm the repair service's hours of operation and location, e.g., business hours, drop-off points, etc.
- Verify the product's warranty status and coverage, e.g., online account, warranty card, etc.
- Determine the estimated cost of repair if not covered by warranty, e.g., service quotes, diagnostic fees, etc.
- Identify any additional issues that may need addressing during the repair, e.g., battery replacement, software updates, etc.
- Ensure all components or accessories are included for the repair, e.g., cables, chargers, etc.
- Record the product's serial number or identification for tracking, e.g., on the repair form, in personal records, etc.
- Understand the repair process and timeline, e.g., stages of repair, expected completion date, etc.
- Prepare a detailed description of the problem for the repair technician, e.g., error messages, malfunction behavior, etc.
- Select the appropriate repair service based on expertise and reviews, e.g., authorized service center, third-party repair shop, etc.
- Ensure the product is turned off and unplugged before packaging, e.g., safety precautions, battery removal, etc.
- Label the package clearly with the repair destination and return address, e.g., shipping labels, permanent marker, etc.
- Confirm the pickup or drop-off date for the product, e.g., courier schedule, repair center appointment, 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]