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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 coordinate and launch the implementation process, e.g., scheduling, resource allocation, etc.
- Minimize the time it takes to train staff and stakeholders on the new solution, e.g., instructional sessions, hands-on training, etc.
- Minimize the time it takes to integrate the solution into existing systems and processes, e.g., software integration, workflow adjustments, etc.
- Minimize the time it takes to monitor the initial performance and impact of the solution, e.g., key performance indicators, feedback collection, etc.
- Minimize the time it takes to communicate effectively with all involved parties about the implementation, e.g., updates, expectations, progress reports, etc.
- Minimize the time it takes to adjust resource allocation based on implementation needs, e.g., budgeting, staffing, equipment, etc.
- Minimize the time it takes to address and resolve any issues arising during the implementation phase, e.g., technical glitches, process bottlenecks, etc.
- Minimize the time it takes to ensure compliance with legal and regulatory requirements during implementation, e.g., industry standards, legal constraints, etc.
- Minimize the time it takes to evaluate customer response and satisfaction post-implementation, e.g., customer surveys, feedback analysis, etc.
- Minimize the time it takes to document the implementation process for future reference and learning, e.g., process mapping, lesson learned, etc.
- Minimize the time it takes to maintain consistent and transparent communication with leadership and teams, e.g., status meetings, progress updates, etc.
- Minimize the time it takes to manage the change process within the organization, e.g., change management strategies, employee engagement, etc.
- Minimize the time it takes to monitor and adjust the timeline and milestones as necessary, e.g., flexibility in planning, deadline reassessment, etc.
- Minimize the time it takes to assess the impact of the solution on organizational culture and operations, e.g., workflow integration, cultural alignment, etc.
- Minimize the time it takes to establish metrics for ongoing evaluation of the solution's effectiveness, e.g., performance metrics, success criteria, etc.
- Minimize the time it takes to ensure the solution aligns with the overall strategic goals of the organization, e.g., long-term objectives, mission alignment, etc.
- Minimize the time it takes to facilitate seamless cooperation among different departments and teams, e.g., cross-functional collaboration, interdepartmental communication, etc.
- Minimize the time it takes to evaluate and manage the risks associated with the implementation, e.g., risk assessment, mitigation strategies, etc.
- Minimize the time it takes to optimize the solution based on early results and feedback, e.g., continuous improvement, iterative adjustments, etc.
- Minimize the likelihood of neglecting stakeholder needs and expectations during implementation, e.g., overlooking user feedback, failing to address concerns, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Coordinate and launch the implementation process, e.g., scheduling, resource allocation, etc.
- Train staff and stakeholders on the new solution, e.g., instructional sessions, hands-on training, etc.
- Integrate the solution into existing systems and processes, e.g., software integration, workflow adjustments, etc.
- Monitor the initial performance and impact of the solution, e.g., key performance indicators, feedback collection, etc.
- Communicate effectively with all involved parties about the implementation, e.g., updates, expectations, progress reports, etc.
- Adjust resource allocation based on implementation needs, e.g., budgeting, staffing, equipment, etc.
- Address and resolve any issues arising during the implementation phase, e.g., technical glitches, process bottlenecks, etc.
- Ensure compliance with legal and regulatory requirements during implementation, e.g., industry standards, legal constraints, etc.
- Evaluate customer response and satisfaction post-implementation, e.g., customer surveys, feedback analysis, etc.
- Document the implementation process for future reference and learning, e.g., process mapping, lesson learned, etc.
- Maintain consistent and transparent communication with leadership and teams, e.g., status meetings, progress updates, etc.
- Manage the change process within the organization, e.g., change management strategies, employee engagement, etc.
- Monitor and adjust the timeline and milestones as necessary, e.g., flexibility in planning, deadline reassessment, etc.
- Assess the impact of the solution on organizational culture and operations, e.g., workflow integration, cultural alignment, etc.
- Establish metrics for ongoing evaluation of the solution's effectiveness, e.g., performance metrics, success criteria, etc.
- Ensure the solution aligns with the overall strategic goals of the organization, e.g., long-term objectives, mission alignment, etc.
- Facilitate seamless cooperation among different departments and teams, e.g., cross-functional collaboration, interdepartmental communication, etc.
- Evaluate and manage the risks associated with the implementation, e.g., risk assessment, mitigation strategies, etc.
- Optimize the solution based on early results and feedback, e.g., continuous improvement, iterative adjustments, etc.
- Avoid neglecting stakeholder needs and expectations during implementation, e.g., overlooking user feedback, failing to address concerns, 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]