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 coordinate and schedule the upgrade implementation, e.g., timing, resource allocation, etc.
- Minimize the time it takes to communicate the upgrade plan to all relevant parties, e.g., team members, stakeholders, customers, etc.
- Minimize the time it takes to train personnel on new features and changes introduced by the upgrade, e.g., operational procedures, safety protocols, etc.
- Minimize the time it takes to ensure compatibility of the upgrade with existing systems and infrastructure, e.g., software integration, hardware requirements, etc.
- Minimize the time it takes to monitor and manage the implementation process to adhere to timelines and budgets, e.g., progress tracking, cost control, etc.
- Minimize the time it takes to address and resolve any issues arising during the implementation phase, e.g., technical glitches, unforeseen challenges, etc.
- Minimize the time it takes to validate the functionality and performance of the upgrade post-implementation, e.g., testing, feedback collection, etc.
- Minimize the time it takes to collect and analyze user feedback on the upgrade, e.g., surveys, focus groups, user testing, etc.
- Minimize the time it takes to make necessary adjustments based on feedback and performance data, e.g., tweaks, enhancements, fixes, etc.
- Minimize the time it takes to update documentation and training materials to reflect the changes made in the upgrade, e.g., manuals, instructional videos, etc.
- Minimize the time it takes to ensure ongoing support and maintenance for the upgraded system, e.g., technical support, updates, etc.
- Minimize the time it takes to promote the upgrade's benefits and features to users and stakeholders, e.g., marketing campaigns, informational briefings, etc.
- Minimize the time it takes to evaluate the upgrade's impact on overall system performance and user experience, e.g., efficiency improvements, usability enhancements, etc.
- Minimize the time it takes to integrate the upgrade into the organization's overall operational workflow, e.g., process updates, role adjustments, etc.
- Minimize the time it takes to conduct post-implementation reviews to assess the success of the upgrade, e.g., ROI analysis, satisfaction surveys, etc.
- Minimize the likelihood of disrupting existing operations during the upgrade implementation, e.g., downtime, workflow interruptions, etc.
- Minimize the time it takes to plan for future upgrades and continuous improvement based on the current implementation, e.g., feedback loops, trend analysis, etc.
- Minimize the time it takes to manage change effectively within the organization to adapt to the upgrade, e.g., change management strategies, communication, etc.
- Minimize the time it takes to ensure regulatory and compliance standards are maintained throughout the upgrade process, e.g., certifications, audits, etc.
- Minimize the time it takes to securely transition data and operations to the upgraded system, e.g., data migration, system cutover, etc.
Customer Success Statements (PJTBD)
- Coordinate and schedule the upgrade implementation, e.g., timing, resource allocation, etc.
- Communicate the upgrade plan to all relevant parties, e.g., team members, stakeholders, customers, etc.
- Train personnel on new features and changes introduced by the upgrade, e.g., operational procedures, safety protocols, etc.
- Ensure compatibility of the upgrade with existing systems and infrastructure, e.g., software integration, hardware requirements, etc.
- Monitor and manage the implementation process to adhere to timelines and budgets, e.g., progress tracking, cost control, etc.
- Address and resolve any issues arising during the implementation phase, e.g., technical glitches, unforeseen challenges, etc.
- Validate the functionality and performance of the upgrade post-implementation, e.g., testing, feedback collection, etc.
- Collect and analyze user feedback on the upgrade, e.g., surveys, focus groups, user testing, etc.
- Make necessary adjustments based on feedback and performance data, e.g., tweaks, enhancements, fixes, etc.
- Update documentation and training materials to reflect the changes made in the upgrade, e.g., manuals, instructional videos, etc.
- Ensure ongoing support and maintenance for the upgraded system, e.g., technical support, updates, etc.
- Promote the upgrade's benefits and features to users and stakeholders, e.g., marketing campaigns, informational briefings, etc.
- Evaluate the upgrade's impact on overall system performance and user experience, e.g., efficiency improvements, usability enhancements, etc.
- Integrate the upgrade into the organization's overall operational workflow, e.g., process updates, role adjustments, etc.
- Conduct post-implementation reviews to assess the success of the upgrade, e.g., ROI analysis, satisfaction surveys, etc.
- Avoid disrupting existing operations during the upgrade implementation, e.g., downtime, workflow interruptions, etc.
- Plan for future upgrades and continuous improvement based on the current implementation, e.g., feedback loops, trend analysis, etc.
- Manage change effectively within the organization to adapt to the upgrade, e.g., change management strategies, communication, etc.
- Ensure regulatory and compliance standards are maintained throughout the upgrade process, e.g., certifications, audits, etc.
- Securely transition data and operations to the upgraded system, e.g., data migration, system cutover, 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]