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Success Metrics
There are two formatting options available. The tradition 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 utilitarian 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 key factors influencing the decision, e.g., cost, scalability, user experience, etc.
- Minimize the time it takes to evaluate the reliability of information sources, e.g., expert opinions, market research, etc.
- Minimize the time it takes to understand the impact of the solution on stakeholders, e.g., employees, customers, shareholders, etc.
- Minimize the time it takes to clarify the scope and limitations of the information gathered, e.g., timeframe relevance, geographical applicability, etc.
- Minimize the time it takes to recognize biases in the information, e.g., confirmation bias, availability heuristic, etc.
- Minimize the time it takes to compare alternative solutions, e.g., feature comparison, cost-benefit analysis, etc.
- Minimize the time it takes to assess the urgency of the decision-making process, e.g., market trends, competitor actions, etc.
- Minimize the time it takes to identify gaps in the available information, e.g., missing data, unexplored options, etc.
- Minimize the time it takes to predict potential outcomes of the decision, e.g., risk assessment, scenario planning, etc.
- Minimize the time it takes to establish decision criteria, e.g., must-haves, nice-to-haves, deal-breakers, etc.
- Minimize the time it takes to discern the long-term implications of the solution, e.g., sustainability, scalability, adaptability, etc.
- Minimize the time it takes to evaluate the ethical considerations of the solution, e.g., social responsibility, legal compliance, etc.
- Minimize the likelihood of overlooking critical information, e.g., recent developments, hidden costs, etc.
- Minimize the likelihood of relying on outdated or irrelevant data, e.g., obsolete market research, historical trends, etc.
- Minimize the time it takes to quantify the impact of the decision, e.g., ROI, customer satisfaction, employee engagement, etc.
- Minimize the time it takes to identify potential partners or collaborators, e.g., industry leaders, technology providers, etc.
- Minimize the time it takes to understand the competitive landscape, e.g., market positioning, competitor strategies, etc.
- Minimize the time it takes to determine the scalability of the solution, e.g., technology infrastructure, operational capacity, etc.
- Minimize the time it takes to assess the adaptability of the solution to future changes, e.g., market shifts, technological advancements, etc.
- Minimize the likelihood of misinterpreting stakeholder needs and expectations, e.g., customer preferences, employee feedback, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify key factors influencing the decision, e.g., cost, scalability, user experience, etc.
- Evaluate the reliability of information sources, e.g., expert opinions, market research, etc.
- Understand the impact of the solution on stakeholders, e.g., employees, customers, shareholders, etc.
- Clarify the scope and limitations of the information gathered, e.g., timeframe relevance, geographical applicability, etc.
- Recognize biases in the information, e.g., confirmation bias, availability heuristic, etc.
- Compare alternative solutions, e.g., feature comparison, cost-benefit analysis, etc.
- Assess the urgency of the decision-making process, e.g., market trends, competitor actions, etc.
- Identify gaps in the available information, e.g., missing data, unexplored options, etc.
- Predict potential outcomes of the decision, e.g., risk assessment, scenario planning, etc.
- Establish decision criteria, e.g., must-haves, nice-to-haves, deal-breakers, etc.
- Discern the long-term implications of the solution, e.g., sustainability, scalability, adaptability, etc.
- Evaluate the ethical considerations of the solution, e.g., social responsibility, legal compliance, etc.
- Avoid overlooking critical information, e.g., recent developments, hidden costs, etc.
- Avoid relying on outdated or irrelevant data, e.g., obsolete market research, historical trends, etc.
- Quantify the impact of the decision, e.g., ROI, customer satisfaction, employee engagement, etc.
- Identify potential partners or collaborators, e.g., industry leaders, technology providers, etc.
- Understand the competitive landscape, e.g., market positioning, competitor strategies, etc.
- Determine the scalability of the solution, e.g., technology infrastructure, operational capacity, etc.
- Assess the adaptability of the solution to future changes, e.g., market shifts, technological advancements, etc.
- Avoid misinterpreting stakeholder needs and expectations, e.g., customer preferences, employee feedback, 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]