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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 the correct cleaning materials for the product, e.g., specific cleaning solutions, microfiber cloths, etc.
- Minimize the time it takes to understand the cleaning instructions provided by the manufacturer, e.g., cleaning frequency, special precautions, etc.
- Minimize the likelihood of damaging the product during cleaning, e.g., scratching the surface, damaging internal components, etc.
- Minimize the time it takes to access all parts of the product that need cleaning, e.g., disassembly, moving parts, etc.
- Minimize the time it takes to perform the cleaning process, e.g., scrubbing, rinsing, drying, etc.
- Minimize the likelihood of leaving residues or streaks after cleaning, e.g., soap scum, water spots, etc.
- Minimize the time it takes to re-assemble the product after cleaning, e.g., putting parts back together, securing screws, etc.
- Minimize the likelihood of misplacing or losing parts during cleaning, e.g., screws, removable parts, etc.
- Minimize the time it takes to verify the product is clean and ready for use, e.g., visual inspection, functional test, etc.
- Minimize the time it takes to schedule regular cleaning and maintenance, e.g., setting reminders, planning downtime, etc.
- Minimize the likelihood of forgetting to clean or maintain the product regularly, e.g., missed reminders, overlooked schedule, etc.
- Minimize the time it takes to source replacement parts or consumables for maintenance, e.g., filters, batteries, etc.
- Minimize the likelihood of using incorrect or substandard replacement parts, e.g., non-original parts, incompatible parts, etc.
- Minimize the time it takes to install replacement parts or consumables, e.g., removing old parts, fitting new parts, etc.
- Minimize the likelihood of improper installation of replacement parts, e.g., loose fittings, incorrect orientation, etc.
- Minimize the time it takes to verify the product is functioning correctly after maintenance, e.g., operational test, performance check, etc.
- Minimize the likelihood of product failure due to poor maintenance, e.g., breakdowns, performance issues, etc.
- Minimize the time it takes to document the cleaning and maintenance process, e.g., logging dates, noting observations, etc.
- Minimize the likelihood of overlooking documentation of maintenance activities, e.g., missed log entries, incomplete records, etc.
- Minimize the time it takes to communicate maintenance activities to relevant parties, e.g., reporting to management, informing users, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Identify the correct cleaning materials for the product, e.g., specific cleaning solutions, microfiber cloths, etc.
- Understand the cleaning instructions provided by the manufacturer, e.g., cleaning frequency, special precautions, etc.
- Avoid damaging the product during cleaning, e.g., scratching the surface, damaging internal components, etc.
- Access all parts of the product that need cleaning, e.g., disassembly, moving parts, etc.
- Perform the cleaning process, e.g., scrubbing, rinsing, drying, etc.
- Avoid leaving residues or streaks after cleaning, e.g., soap scum, water spots, etc.
- Re-assemble the product after cleaning, e.g., putting parts back together, securing screws, etc.
- Avoid misplacing or losing parts during cleaning, e.g., screws, removable parts, etc.
- Verify the product is clean and ready for use, e.g., visual inspection, functional test, etc.
- Schedule regular cleaning and maintenance, e.g., setting reminders, planning downtime, etc.
- Avoid forgetting to clean or maintain the product regularly, e.g., missed reminders, overlooked schedule, etc.
- Source replacement parts or consumables for maintenance, e.g., filters, batteries, etc.
- Avoid using incorrect or substandard replacement parts, e.g., non-original parts, incompatible parts, etc.
- Install replacement parts or consumables, e.g., removing old parts, fitting new parts, etc.
- Avoid improper installation of replacement parts, e.g., loose fittings, incorrect orientation, etc.
- Verify the product is functioning correctly after maintenance, e.g., operational test, performance check, etc.
- Avoid product failure due to poor maintenance, e.g., breakdowns, performance issues, etc.
- Document the cleaning and maintenance process, e.g., logging dates, noting observations, etc.
- Avoid overlooking documentation of maintenance activities, e.g., missed log entries, incomplete records, etc.
- Communicate maintenance activities to relevant parties, e.g., reporting to management, informing users, 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]