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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 recognize the inefficiencies of the current solution, e.g., frequent breakdowns, high maintenance costs, etc.
- Minimize the time it takes to identify the limitations of the current solution, e.g., lack of features, outdated technology, etc.
- Minimize the time it takes to understand the impact of the current solution on productivity, e.g., slow processing speed, frequent errors, etc.
- Minimize the time it takes to evaluate the cost-effectiveness of the current solution, e.g., high operational costs, expensive upgrades, etc.
- Minimize the time it takes to assess the compatibility of the current solution with future needs, e.g., scalability, integration capabilities, etc.
- Minimize the likelihood of overlooking potential benefits of a new solution, e.g., improved efficiency, advanced features, etc.
- Minimize the time it takes to determine the need for a more advanced solution, e.g., to meet growing demands, to stay competitive, etc.
- Minimize the time it takes to identify the gaps in the current solution, e.g., lack of customization, limited capacity, etc.
- Minimize the likelihood of ignoring the feedback from users about the current solution, e.g., complaints, suggestions, etc.
- Minimize the time it takes to understand the market trends and advancements in similar solutions, e.g., AI integration, cloud-based solutions, etc.
- Minimize the likelihood of overestimating the lifespan of the current solution, e.g., considering outdated technology, wear and tear, etc.
- Minimize the time it takes to evaluate the risks associated with continuing with the current solution, e.g., security risks, compliance issues, etc.
- Minimize the likelihood of underestimating the potential return on investment of a new solution, e.g., cost savings, increased productivity, etc.
- Minimize the time it takes to assess the performance of the current solution against industry standards, e.g., speed, accuracy, reliability, etc.
- Minimize the likelihood of ignoring the impact of the current solution on customer satisfaction, e.g., slow response time, frequent errors, etc.
- Minimize the time it takes to identify the need for a solution with better support and maintenance, e.g., 24/7 support, regular updates, etc.
- Minimize the likelihood of overlooking the need for a more user-friendly solution, e.g., intuitive interface, easy-to-use features, etc.
- Minimize the time it takes to understand the need for a solution that aligns with the company's growth plans, e.g., scalability, integration capabilities, etc.
- Minimize the likelihood of ignoring the need for a solution that offers better data security, e.g., encryption, regular backups, etc.
- Minimize the time it takes to evaluate the need for a solution that offers better reporting and analytics, e.g., real-time data, customizable reports, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Recognize inefficiencies of the current solution, e.g., frequent breakdowns, high maintenance costs, etc.
- Identify limitations of the current solution, e.g., lack of features, outdated technology, etc.
- Understand the impact of the current solution on productivity, e.g., slow processing speed, frequent errors, etc.
- Evaluate the cost-effectiveness of the current solution, e.g., high operational costs, expensive upgrades, etc.
- Assess the compatibility of the current solution with future needs, e.g., scalability, integration capabilities, etc.
- Avoid overlooking potential benefits of a new solution, e.g., improved efficiency, advanced features, etc.
- Determine the need for a more advanced solution, e.g., to meet growing demands, to stay competitive, etc.
- Identify the gaps in the current solution, e.g., lack of customization, limited capacity, etc.
- Avoid ignoring the feedback from users about the current solution, e.g., complaints, suggestions, etc.
- Understand the market trends and advancements in similar solutions, e.g., AI integration, cloud-based solutions, etc.
- Avoid overestimating the lifespan of the current solution, e.g., considering outdated technology, wear and tear, etc.
- Evaluate the risks associated with continuing with the current solution, e.g., security risks, compliance issues, etc.
- Avoid underestimating the potential return on investment of a new solution, e.g., cost savings, increased productivity, etc.
- Assess the performance of the current solution against industry standards, e.g., speed, accuracy, reliability, etc.
- Avoid ignoring the impact of the current solution on customer satisfaction, e.g., slow response time, frequent errors, etc.
- Identify the need for a solution with better support and maintenance, e.g., 24/7 support, regular updates, etc.
- Avoid overlooking the need for a more user-friendly solution, e.g., intuitive interface, easy-to-use features, etc.
- Understand the need for a solution that aligns with the company's growth plans, e.g., scalability, integration capabilities, etc.
- Avoid ignoring the need for a solution that offers better data security, e.g., encryption, regular backups, etc.
- Evaluate the need for a solution that offers better reporting and analytics, e.g., real-time data, customizable reports, 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]