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)
- Minimize the time it takes to rank solutions based on alignment with strategic goals, e.g., long-term growth, market positioning, etc.
- Minimize the time it takes to evaluate the cost-benefit ratio of each solution, e.g., investment required, expected returns, etc.
- Minimize the time it takes to assess the urgency and timeliness of implementing solutions, e.g., market demands, competitive pressure, etc.
- Minimize the time it takes to weigh the risks and rewards associated with each solution, e.g., potential gains, possible losses, etc.
- Minimize the time it takes to determine the scalability and future-proofing of solutions, e.g., growth potential, adaptability to change, etc.
- Minimize the time it takes to gauge the impact of solutions on stakeholder satisfaction, e.g., customer needs, employee engagement, etc.
- Minimize the time it takes to prioritize solutions based on ease and speed of implementation, e.g., resource availability, process integration, etc.
- Minimize the time it takes to assess the environmental and social responsibility of each solution, e.g., sustainability, ethical implications, etc.
- Minimize the time it takes to compare solutions against industry benchmarks and best practices, e.g., performance standards, regulatory compliance, etc.
- Minimize the time it takes to evaluate the potential for innovation and differentiation each solution offers, e.g., unique features, market novelty, etc.
- Minimize the likelihood of overlooking less conventional but potentially more effective solutions, e.g., emerging technologies, novel approaches, etc.
- Minimize the time it takes to analyze the long-term viability and maintenance requirements, e.g., ongoing support, upgrade paths, etc.
- Minimize the time it takes to assess the alignment of solutions with company culture and values, e.g., employee fit, brand consistency, etc.
- Minimize the time it takes to understand the compatibility of solutions with existing systems and processes, e.g., technological integration, operational disruption, etc.
- Minimize the time it takes to prioritize solutions that enhance competitive advantage, e.g., market positioning, customer attraction, etc.
- Minimize the likelihood of bias in decision-making due to personal preferences or familiarity, e.g., status quo bias, preference for known solutions, etc.
- Minimize the time it takes to evaluate the training and development needs for each solution, e.g., skill enhancement, knowledge transfer, etc.
- Minimize the time it takes to assess the adaptability of solutions to future market changes, e.g., industry trends, consumer behavior, etc.
- Minimize the time it takes to gauge the potential impact on company reputation and brand image, e.g., public perception, brand alignment, etc.
- Minimize the likelihood of prioritizing solutions that are misaligned with customer expectations and needs, e.g., market research oversight, feedback misinterpretation, etc.
Customer Success Statements (PJTBD)
- Rank solutions based on alignment with strategic goals, e.g., long-term growth, market positioning, etc.
- Evaluate the cost-benefit ratio of each solution, e.g., investment required, expected returns, etc.
- Assess the urgency and timeliness of implementing solutions, e.g., market demands, competitive pressure, etc.
- Weigh the risks and rewards associated with each solution, e.g., potential gains, possible losses, etc.
- Determine the scalability and future-proofing of solutions, e.g., growth potential, adaptability to change, etc.
- Gauge the impact of solutions on stakeholder satisfaction, e.g., customer needs, employee engagement, etc.
- Prioritize solutions based on ease and speed of implementation, e.g., resource availability, process integration, etc.
- Assess the environmental and social responsibility of each solution, e.g., sustainability, ethical implications, etc.
- Compare solutions against industry benchmarks and best practices, e.g., performance standards, regulatory compliance, etc.
- Evaluate the potential for innovation and differentiation each solution offers, e.g., unique features, market novelty, etc.
- Avoid overlooking less conventional but potentially more effective solutions, e.g., emerging technologies, novel approaches, etc.
- Analyze the long-term viability and maintenance requirements, e.g., ongoing support, upgrade paths, etc.
- Assess the alignment of solutions with company culture and values, e.g., employee fit, brand consistency, etc.
- Understand the compatibility of solutions with existing systems and processes, e.g., technological integration, operational disruption, etc.
- Prioritize solutions that enhance competitive advantage, e.g., market positioning, customer attraction, etc.
- Avoid bias in decision-making due to personal preferences or familiarity, e.g., status quo bias, preference for known solutions, etc.
- Evaluate the training and development needs for each solution, e.g., skill enhancement, knowledge transfer, etc.
- Assess the adaptability of solutions to future market changes, e.g., industry trends, consumer behavior, etc.
- Gauge the potential impact on company reputation and brand image, e.g., public perception, brand alignment, etc.
- Avoid prioritizing solutions that are misaligned with customer expectations and needs, e.g., market research oversight, feedback misinterpretation, 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]