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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 understand the product's key features, e.g., functionality, compatibility, etc.
- Minimize the time it takes to grasp the product's limitations, e.g., restrictions, constraints, etc.
- Minimize the time it takes to identify the product's unique selling points, e.g., innovation, quality, etc.
- Minimize the time it takes to comprehend the product's usage instructions, e.g., user manual, online tutorials, etc.
- Minimize the time it takes to determine the product's maintenance requirements, e.g., cleaning, updates, etc.
- Minimize the likelihood of overlooking product safety measures, e.g., warnings, precautions, etc.
- Minimize the time it takes to understand the product's warranty and support options, e.g., customer service, repair services, etc.
- Minimize the time it takes to identify the product's compatibility with other devices or systems, e.g., integrations, connections, etc.
- Minimize the time it takes to understand the product's energy efficiency, e.g., power consumption, battery life, etc.
- Minimize the likelihood of misunderstanding the product's operational requirements, e.g., power supply, network connectivity, etc.
- Minimize the time it takes to identify the product's storage requirements, e.g., temperature, humidity, etc.
- Minimize the time it takes to understand the product's disposal or recycling instructions, e.g., environmental impact, disposal fees, etc.
- Minimize the likelihood of overlooking the product's upgrade or expansion options, e.g., additional modules, software updates, etc.
- Minimize the time it takes to understand the product's performance metrics, e.g., speed, accuracy, etc.
- Minimize the likelihood of misinterpreting the product's error codes or signals, e.g., warning lights, beeps, etc.
- Minimize the time it takes to identify the product's accessories or complementary products, e.g., add-ons, peripherals, etc.
- Minimize the likelihood of overlooking the product's certification or compliance standards, e.g., safety standards, environmental regulations, etc.
- Minimize the time it takes to understand the product's data privacy and security features, e.g., encryption, password protection, etc.
- Minimize the likelihood of misunderstanding the product's return or exchange policy, e.g., return period, restocking fees, etc.
- Minimize the time it takes to identify the product's potential for customization or personalization, e.g., settings, user profiles, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Understand the product's key features, e.g., functionality, compatibility, etc.
- Grasp the product's limitations, e.g., restrictions, constraints, etc.
- Identify the product's unique selling points, e.g., innovation, quality, etc.
- Comprehend the product's usage instructions, e.g., user manual, online tutorials, etc.
- Determine the product's maintenance requirements, e.g., cleaning, updates, etc.
- Avoid overlooking product safety measures, e.g., warnings, precautions, etc.
- Understand the product's warranty and support options, e.g., customer service, repair services, etc.
- Identify the product's compatibility with other devices or systems, e.g., integrations, connections, etc.
- Understand the product's energy efficiency, e.g., power consumption, battery life, etc.
- Avoid misunderstanding the product's operational requirements, e.g., power supply, network connectivity, etc.
- Identify the product's storage requirements, e.g., temperature, humidity, etc.
- Understand the product's disposal or recycling instructions, e.g., environmental impact, disposal fees, etc.
- Avoid overlooking the product's upgrade or expansion options, e.g., additional modules, software updates, etc.
- Understand the product's performance metrics, e.g., speed, accuracy, etc.
- Avoid misinterpreting the product's error codes or signals, e.g., warning lights, beeps, etc.
- Identify the product's accessories or complementary products, e.g., add-ons, peripherals, etc.
- Avoid overlooking the product's certification or compliance standards, e.g., safety standards, environmental regulations, etc.
- Understand the product's data privacy and security features, e.g., encryption, password protection, etc.
- Avoid misunderstanding the product's return or exchange policy, e.g., return period, restocking fees, etc.
- Identify the product's potential for customization or personalization, e.g., settings, user profiles, 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]