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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 understand the functionalities of the new solution, e.g., features, capabilities, etc.
- Minimize the time it takes to grasp the operational procedures of the new solution, e.g., startup, shutdown, etc.
- Minimize the time it takes to learn the troubleshooting methods for the new solution, e.g., error codes, recovery processes, etc.
- Minimize the time it takes to familiarize with the user interface of the new solution, e.g., menus, buttons, etc.
- Minimize the time it takes to understand the integration points of the new solution with existing systems, e.g., data exchange, system dependencies, etc.
- Minimize the time it takes to learn the maintenance procedures of the new solution, e.g., updates, backups, etc.
- Minimize the time it takes to understand the security features of the new solution, e.g., access controls, encryption, etc.
- Minimize the time it takes to learn the customization options of the new solution, e.g., user settings, preferences, etc.
- Minimize the likelihood of misunderstanding the usage guidelines of the new solution, e.g., user manuals, online tutorials, etc.
- Minimize the time it takes to understand the performance metrics of the new solution, e.g., speed, reliability, etc.
- Minimize the time it takes to learn the data handling capabilities of the new solution, e.g., storage, retrieval, etc.
- Minimize the likelihood of misapplying the new solution in the operational context, e.g., incorrect settings, inappropriate use cases, etc.
- Minimize the time it takes to understand the benefits and limitations of the new solution, e.g., strengths, weaknesses, etc.
- Minimize the time it takes to learn the upgrade procedures for the new solution, e.g., version updates, feature additions, etc.
- Minimize the likelihood of overlooking important features or functions of the new solution, e.g., hidden features, advanced settings, etc.
- Minimize the time it takes to understand the support and service options for the new solution, e.g., warranty, customer service, etc.
- Minimize the time it takes to learn the collaboration features of the new solution, e.g., sharing, co-editing, etc.
- Minimize the likelihood of misinterpreting the feedback or error messages from the new solution, e.g., error codes, warning signals, etc.
- Minimize the time it takes to understand the compliance aspects of the new solution, e.g., data privacy, industry standards, etc.
- Minimize the likelihood of failing to utilize the full potential of the new solution, e.g., underutilization of features, overlooking advanced capabilities, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Understand the functionalities of the new solution, e.g., features, capabilities, etc.
- Grasp the operational procedures of the new solution, e.g., startup, shutdown, etc.
- Learn the troubleshooting methods for the new solution, e.g., error codes, recovery processes, etc.
- Familiarize with the user interface of the new solution, e.g., menus, buttons, etc.
- Understand the integration points of the new solution with existing systems, e.g., data exchange, system dependencies, etc.
- Learn the maintenance procedures of the new solution, e.g., updates, backups, etc.
- Understand the security features of the new solution, e.g., access controls, encryption, etc.
- Learn the customization options of the new solution, e.g., user settings, preferences, etc.
- Avoid misunderstanding the usage guidelines of the new solution, e.g., user manuals, online tutorials, etc.
- Understand the performance metrics of the new solution, e.g., speed, reliability, etc.
- Learn the data handling capabilities of the new solution, e.g., storage, retrieval, etc.
- Avoid misapplying the new solution in the operational context, e.g., incorrect settings, inappropriate use cases, etc.
- Understand the benefits and limitations of the new solution, e.g., strengths, weaknesses, etc.
- Learn the upgrade procedures for the new solution, e.g., version updates, feature additions, etc.
- Avoid overlooking important features or functions of the new solution, e.g., hidden features, advanced settings, etc.
- Understand the support and service options for the new solution, e.g., warranty, customer service, etc.
- Learn the collaboration features of the new solution, e.g., sharing, co-editing, etc.
- Avoid misinterpreting the feedback or error messages from the new solution, e.g., error codes, warning signals, etc.
- Understand the compliance aspects of the new solution, e.g., data privacy, industry standards, etc.
- Avoid failing to utilize the full potential of the new solution, e.g., underutilization of features, overlooking advanced capabilities, 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]