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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)
How important is it that you… and How satisfied are you with your ability to…
- Minimize the time it takes to identify areas of the solution that need improvement, e.g., performance issues, outdated features, etc.
- Minimize the time it takes to understand the current limitations of the solution, e.g., lack of scalability, security vulnerabilities, etc.
- Minimize the time it takes to gather feedback from users about the solution, e.g., surveys, interviews, etc.
- Minimize the likelihood of overlooking critical improvement opportunities, e.g., user experience enhancements, integration capabilities, etc.
- Minimize the time it takes to analyze the impact of potential improvements on the overall solution, e.g., cost-benefit analysis, risk assessment, etc.
- Minimize the time it takes to prioritize improvement opportunities based on their potential impact, e.g., ROI, user satisfaction, etc.
- Minimize the likelihood of failing to consider the feasibility of implementing improvements, e.g., technical constraints, budget limitations, etc.
- Minimize the time it takes to develop a plan for implementing improvements, e.g., project timeline, resource allocation, etc.
- Minimize the time it takes to communicate the improvement plan to stakeholders, e.g., presentations, reports, etc.
- Minimize the likelihood of encountering resistance to change from stakeholders, e.g., lack of buy-in, fear of disruption, etc.
- Minimize the time it takes to obtain approval for the improvement plan, e.g., sign-offs, budget allocation, etc.
- Minimize the likelihood of implementing improvements that do not meet user needs, e.g., misalignment with user expectations, lack of user acceptance, etc.
- Minimize the time it takes to monitor the effectiveness of implemented improvements, e.g., performance metrics, user feedback, etc.
- Minimize the likelihood of experiencing negative side effects from implemented improvements, e.g., system instability, user confusion, etc.
- Minimize the time it takes to make adjustments to improvements based on feedback and performance data, e.g., fine-tuning, bug fixes, etc.
- Minimize the likelihood of overlooking opportunities for further improvement, e.g., continuous improvement cycle, iterative development, etc.
- Minimize the time it takes to document the improvement process and outcomes for future reference, e.g., project reports, case studies, etc.
- Minimize the likelihood of repeating mistakes made during the improvement process, e.g., learning from failures, process refinement, etc.
- Minimize the time it takes to celebrate and communicate the success of the improvement project, e.g., team recognition, stakeholder communication, etc.
- Minimize the likelihood of complacency setting in after a successful improvement project, e.g., maintaining momentum, setting new improvement goals, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify areas of the solution that need improvement, e.g., performance issues, outdated features, etc.
- Understand the current limitations of the solution, e.g., lack of scalability, security vulnerabilities, etc.
- Gather feedback from users about the solution, e.g., surveys, interviews, etc.
- Avoid overlooking critical improvement opportunities, e.g., user experience enhancements, integration capabilities, etc.
- Analyze the impact of potential improvements on the overall solution, e.g., cost-benefit analysis, risk assessment, etc.
- Prioritize improvement opportunities based on their potential impact, e.g., ROI, user satisfaction, etc.
- Consider the feasibility of implementing improvements, e.g., technical constraints, budget limitations, etc.
- Develop a plan for implementing improvements, e.g., project timeline, resource allocation, etc.
- Communicate the improvement plan to stakeholders, e.g., presentations, reports, etc.
- Avoid encountering resistance to change from stakeholders, e.g., lack of buy-in, fear of disruption, etc.
- Obtain approval for the improvement plan, e.g., sign-offs, budget allocation, etc.
- Avoid implementing improvements that do not meet user needs, e.g., misalignment with user expectations, lack of user acceptance, etc.
- Monitor the effectiveness of implemented improvements, e.g., performance metrics, user feedback, etc.
- Avoid experiencing negative side effects from implemented improvements, e.g., system instability, user confusion, etc.
- Make adjustments to improvements based on feedback and performance data, e.g., fine-tuning, bug fixes, etc.
- Avoid overlooking opportunities for further improvement, e.g., continuous improvement cycle, iterative development, etc.
- Document the improvement process and outcomes for future reference, e.g., project reports, case studies, etc.
- Avoid repeating mistakes made during the improvement process, e.g., learning from failures, process refinement, etc.
- Celebrate and communicate the success of the improvement project, e.g., team recognition, stakeholder communication, etc.
- Avoid complacency setting in after a successful improvement project, e.g., maintaining momentum, setting new improvement goals, 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]