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)
- Minimize the time it takes to prioritize adjustments based on the urgency and impact of feedback, e.g., critical bugs, user experience enhancements, etc.
- Minimize the time it takes to develop a plan for implementing feedback-driven changes, e.g., design modifications, feature additions, etc.
- Minimize the time it takes to allocate resources effectively for the adjustment process, e.g., technical teams, budget, time, etc.
- Minimize the time it takes to test and validate changes before full-scale implementation, e.g., beta testing, pilot programs, etc.
- Minimize the time it takes to communicate the changes and reasons for adjustments to users and stakeholders, e.g., release notes, update announcements, etc.
- Minimize the time it takes to train staff and users on new changes and functionalities, e.g., instructional materials, workshops, etc.
- Minimize the time it takes to monitor the impact of the adjustments on system performance and user satisfaction, e.g., analytics tracking, feedback follow-up, etc.
- Minimize the time it takes to ensure that adjustments do not disrupt existing functionalities or workflows, e.g., compatibility checks, incremental updates, etc.
- Minimize the time it takes to integrate feedback adjustments into the overall product roadmap and strategy, e.g., long-term planning, alignment with business objectives, etc.
- Minimize the time it takes to maintain clear documentation of all changes for future reference, e.g., version histories, change logs, etc.
- Minimize the time it takes to assess the need for additional resources or expertise for complex adjustments, e.g., hiring specialists, outsourcing, etc.
- Minimize the time it takes to evaluate the cost-effectiveness of the proposed adjustments, e.g., ROI analysis, budget impact, etc.
- Minimize the time it takes to gather secondary feedback on the implemented adjustments, e.g., follow-up surveys, user testing, etc.
- Minimize the time it takes to continuously update and iterate on adjustments based on evolving user needs, e.g., agile development cycles, ongoing feedback collection, etc.
- Minimize the time it takes to balance user feedback with technical feasibility and product vision, e.g., strategic decision-making, compromise, etc.
- Minimize the likelihood of overlooking critical issues in the feedback when planning adjustments, e.g., comprehensive review processes, prioritization matrices, etc.
- Minimize the time it takes to coordinate cross-functional teams for effective implementation of adjustments, e.g., development, QA, marketing, etc.
- Minimize the time it takes to ensure regulatory and compliance standards are maintained with adjustments, e.g., legal reviews, compliance checks, etc.
- Minimize the time it takes to manage stakeholder expectations during the adjustment process, e.g., communication plans, progress updates, etc.
- Minimize the time it takes to identify opportunities for innovation and improvement beyond user feedback, e.g., market trends, competitive analysis, etc.
Customer Success Statements (PJTBD)
- Prioritize adjustments based on the urgency and impact of feedback, e.g., critical bugs, user experience enhancements, etc.
- Develop a plan for implementing feedback-driven changes, e.g., design modifications, feature additions, etc.
- Allocate resources effectively for the adjustment process, e.g., technical teams, budget, time, etc.
- Test and validate changes before full-scale implementation, e.g., beta testing, pilot programs, etc.
- Communicate the changes and reasons for adjustments to users and stakeholders, e.g., release notes, update announcements, etc.
- Train staff and users on new changes and functionalities, e.g., instructional materials, workshops, etc.
- Monitor the impact of the adjustments on system performance and user satisfaction, e.g., analytics tracking, feedback follow-up, etc.
- Ensure that adjustments do not disrupt existing functionalities or workflows, e.g., compatibility checks, incremental updates, etc.
- Integrate feedback adjustments into the overall product roadmap and strategy, e.g., long-term planning, alignment with business objectives, etc.
- Maintain clear documentation of all changes for future reference, e.g., version histories, change logs, etc.
- Assess the need for additional resources or expertise for complex adjustments, e.g., hiring specialists, outsourcing, etc.
- Evaluate the cost-effectiveness of the proposed adjustments, e.g., ROI analysis, budget impact, etc.
- Gather secondary feedback on the implemented adjustments, e.g., follow-up surveys, user testing, etc.
- Continuously update and iterate on adjustments based on evolving user needs, e.g., agile development cycles, ongoing feedback collection, etc.
- Balance user feedback with technical feasibility and product vision, e.g., strategic decision-making, compromise, etc.
- Avoid overlooking critical issues in the feedback when planning adjustments, e.g., comprehensive review processes, prioritization matrices, etc.
- Coordinate cross-functional teams for effective implementation of adjustments, e.g., development, QA, marketing, etc.
- Ensure regulatory and compliance standards are maintained with adjustments, e.g., legal reviews, compliance checks, etc.
- Manage stakeholder expectations during the adjustment process, e.g., communication plans, progress updates, etc.
- Identify opportunities for innovation and improvement beyond user feedback, e.g., market trends, competitive analysis, 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]