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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)
- Minimize the time it takes to design a user feedback collection method, e.g., surveys, interviews, focus groups, etc.
- Minimize the time it takes to reach out to users for their feedback, e.g., email campaigns, phone calls, etc.
- Minimize the likelihood of getting biased or unrepresentative feedback, e.g., sampling errors, leading questions, etc.
- Minimize the time it takes to collect and organize user feedback, e.g., data entry, categorization, etc.
- Minimize the likelihood of misinterpreting user feedback, e.g., context errors, language barriers, etc.
- Minimize the time it takes to analyze user feedback for insights, e.g., sentiment analysis, trend identification, etc.
- Minimize the likelihood of overlooking valuable feedback due to volume or complexity, e.g., information overload, complex feedback, etc.
- Minimize the time it takes to communicate user feedback to the relevant teams, e.g., product development, customer service, etc.
- Minimize the likelihood of failing to act on user feedback, e.g., lack of follow-up, ignored suggestions, etc.
- Minimize the time it takes to respond to users about their feedback, e.g., thank you notes, updates on improvements, etc.
Customer Success Statements (PJTBD)
- Design a user feedback collection method, e.g., surveys, interviews, focus groups, etc.
- Reach out to users for their feedback, e.g., email campaigns, phone calls, etc.
- Avoid getting biased or unrepresentative feedback, e.g., sampling errors, leading questions, etc.
- Collect and organize user feedback, e.g., data entry, categorization, etc.
- Avoid misinterpreting user feedback, e.g., context errors, language barriers, etc.
- Analyze user feedback for insights, e.g., sentiment analysis, trend identification, etc.
- Avoid overlooking valuable feedback due to volume or complexity, e.g., information overload, complex feedback, etc.
- Communicate user feedback to the relevant teams, e.g., product development, customer service, etc.
- Avoid failing to act on user feedback, e.g., lack of follow-up, ignored suggestions, etc.
- Respond to users about their feedback, e.g., thank you notes, updates on improvements, 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]