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)
- Minimize the time it takes to identify potential issues during the implementation process, e.g., compatibility issues, performance issues, etc.
- Minimize the time it takes to resolve any identified implementation issues, e.g., software bugs, hardware malfunctions, etc.
- Minimize the likelihood of encountering unexpected problems during the implementation, e.g., data loss, system crashes, etc.
- Minimize the time it takes to verify the new solution is functioning as expected, e.g., running tests, checking performance metrics, etc.
- Minimize the likelihood of disrupting existing workflows during the implementation, e.g., downtime, retraining staff, etc.
- Minimize the time it takes to communicate any changes or issues to relevant stakeholders, e.g., team members, management, etc.
- Minimize the likelihood of experiencing delays in the implementation timeline, e.g., due to technical issues, resource constraints, etc.
- Minimize the time it takes to adapt existing processes to the new solution, e.g., updating procedures, reconfiguring settings, etc.
- Minimize the likelihood of failing to meet the desired outcomes with the new solution, e.g., improved efficiency, cost savings, etc.
- Minimize the time it takes to train end users on the new solution, e.g., creating training materials, conducting training sessions, etc.
- Minimize the likelihood of encountering resistance from end users during the implementation, e.g., due to change aversion, lack of training, etc.
- Minimize the time it takes to assess the impact of the new solution on overall performance, e.g., productivity metrics, quality metrics, etc.
- Minimize the likelihood of overlooking important aspects during the implementation, e.g., data migration, security settings, etc.
- Minimize the time it takes to ensure the new solution is compliant with relevant regulations and standards, e.g., data privacy laws, industry standards, etc.
- Minimize the likelihood of incurring additional costs during the implementation, e.g., due to unexpected issues, extended downtime, etc.
- Minimize the time it takes to receive feedback from end users about the new solution, e.g., through surveys, meetings, etc.
- Minimize the likelihood of the new solution not integrating well with existing systems, e.g., data inconsistencies, workflow disruptions, etc.
- Minimize the time it takes to make necessary adjustments based on feedback and performance metrics, e.g., tweaking settings, updating processes, etc.
- Minimize the likelihood of the new solution not meeting the needs and expectations of end users, e.g., lack of necessary features, poor usability, etc.
- Minimize the time it takes to confirm the successful implementation of the new solution, e.g., through final testing, sign-off from stakeholders, etc.
Customer Success Statements (PJTBD)
- Identify potential issues during the implementation process, e.g., compatibility issues, performance issues, etc.
- Resolve any identified implementation issues, e.g., software bugs, hardware malfunctions, etc.
- Avoid encountering unexpected problems during the implementation, e.g., data loss, system crashes, etc.
- Verify the new solution is functioning as expected, e.g., running tests, checking performance metrics, etc.
- Avoid disrupting existing workflows during the implementation, e.g., downtime, retraining staff, etc.
- Communicate any changes or issues to relevant stakeholders, e.g., team members, management, etc.
- Avoid experiencing delays in the implementation timeline, e.g., due to technical issues, resource constraints, etc.
- Adapt existing processes to the new solution, e.g., updating procedures, reconfiguring settings, etc.
- Avoid failing to meet the desired outcomes with the new solution, e.g., improved efficiency, cost savings, etc.
- Train end users on the new solution, e.g., creating training materials, conducting training sessions, etc.
- Avoid encountering resistance from end users during the implementation, e.g., due to change aversion, lack of training, etc.
- Assess the impact of the new solution on overall performance, e.g., productivity metrics, quality metrics, etc.
- Avoid overlooking important aspects during the implementation, e.g., data migration, security settings, etc.
- Ensure the new solution is compliant with relevant regulations and standards, e.g., data privacy laws, industry standards, etc.
- Avoid incurring additional costs during the implementation, e.g., due to unexpected issues, extended downtime, etc.
- Receive feedback from end users about the new solution, e.g., through surveys, meetings, etc.
- Avoid the new solution not integrating well with existing systems, e.g., data inconsistencies, workflow disruptions, etc.
- Make necessary adjustments based on feedback and performance metrics, e.g., tweaking settings, updating processes, etc.
- Avoid the new solution not meeting the needs and expectations of end users, e.g., lack of necessary features, poor usability, etc.
- Confirm the successful implementation of the new solution, e.g., through final testing, sign-off from stakeholders, 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]