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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 locate the power or activation button, e.g., on the device, remote control, etc.
- Minimize the time it takes to understand the power-on or activation process, e.g., press and hold, double click, etc.
- Minimize the likelihood of activating the wrong function during power-on, e.g., volume control, channel change, etc.
- Minimize the time it takes to confirm the product is powered on or activated, e.g., indicator light, sound signal, etc.
- Minimize the likelihood of powering on or activating the product in an unsafe manner, e.g., in wet conditions, with damaged cables, etc.
- Minimize the time it takes to adjust initial settings after power-on or activation, e.g., language, time, date, etc.
- Minimize the likelihood of powering on or activating the product without necessary accessories, e.g., batteries, power cord, etc.
- Minimize the time it takes to verify the product is functioning correctly after power-on or activation, e.g., screen display, sound output, etc.
- Minimize the likelihood of powering on or activating the product in an inappropriate environment, e.g., too hot, too cold, etc.
- Minimize the time it takes to connect the product to other devices or networks after power-on or activation, e.g., Wi-Fi, Bluetooth, etc.
- Minimize the likelihood of powering on or activating the product without the necessary software updates, e.g., firmware, operating system, etc.
- Minimize the time it takes to access the main menu or home screen after power-on or activation, e.g., touch screen, remote control, etc.
- Minimize the likelihood of powering on or activating the product with incorrect user settings, e.g., wrong user profile, incorrect preferences, etc.
- Minimize the time it takes to navigate to the desired function or application after power-on or activation, e.g., TV channel, music playlist, etc.
- Minimize the likelihood of powering on or activating the product with insufficient power supply, e.g., low battery, unstable power source, etc.
- Minimize the time it takes to adjust the product's volume or brightness after power-on or activation, e.g., via remote control, touch screen, etc.
- Minimize the likelihood of powering on or activating the product in a mode that is not desired, e.g., airplane mode, silent mode, etc.
- Minimize the time it takes to confirm the product's connectivity status after power-on or activation, e.g., Wi-Fi signal, Bluetooth connection, etc.
- Minimize the likelihood of powering on or activating the product without the necessary permissions or credentials, e.g., user login, parental control, etc.
- Minimize the time it takes to start using the product for its intended purpose after power-on or activation, e.g., watching TV, listening to music, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Locate the power or activation button, e.g., on the device, remote control, etc.
- Understand the power-on or activation process, e.g., press and hold, double click, etc.
- Avoid activating the wrong function during power-on, e.g., volume control, channel change, etc.
- Confirm the product is powered on or activated, e.g., indicator light, sound signal, etc.
- Avoid powering on or activating the product in an unsafe manner, e.g., in wet conditions, with damaged cables, etc.
- Adjust initial settings after power-on or activation, e.g., language, time, date, etc.
- Avoid powering on or activating the product without necessary accessories, e.g., batteries, power cord, etc.
- Verify the product is functioning correctly after power-on or activation, e.g., screen display, sound output, etc.
- Avoid powering on or activating the product in an inappropriate environment, e.g., too hot, too cold, etc.
- Connect the product to other devices or networks after power-on or activation, e.g., Wi-Fi, Bluetooth, etc.
- Avoid powering on or activating the product without the necessary software updates, e.g., firmware, operating system, etc.
- Access the main menu or home screen after power-on or activation, e.g., touch screen, remote control, etc.
- Avoid powering on or activating the product with incorrect user settings, e.g., wrong user profile, incorrect preferences, etc.
- Navigate to the desired function or application after power-on or activation, e.g., TV channel, music playlist, etc.
- Avoid powering on or activating the product with insufficient power supply, e.g., low battery, unstable power source, etc.
- Adjust the product's volume or brightness after power-on or activation, e.g., via remote control, touch screen, etc.
- Avoid powering on or activating the product in a mode that is not desired, e.g., airplane mode, silent mode, etc.
- Confirm the product's connectivity status after power-on or activation, e.g., Wi-Fi signal, Bluetooth connection, etc.
- Avoid powering on or activating the product without the necessary permissions or credentials, e.g., user login, parental control, etc.
- Start using the product for its intended purpose after power-on or activation, e.g., watching TV, listening to music, 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]