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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 evaluate the product's performance, e.g., speed, efficiency, etc.
- Minimize the time it takes to assess the product's reliability, e.g., frequency of breakdowns, durability, etc.
- Minimize the time it takes to determine the product's ease of use, e.g., user interface, instructions, etc.
- Minimize the time it takes to understand the product's impact on productivity, e.g., time saved, tasks automated, etc.
- Minimize the time it takes to evaluate the product's value for money, e.g., cost vs benefits, return on investment, etc.
- Minimize the time it takes to assess the product's compatibility with existing systems or processes, e.g., integration, interoperability, etc.
- Minimize the time it takes to determine the product's impact on workflow, e.g., process changes, disruption, etc.
- Minimize the time it takes to evaluate the product's impact on team collaboration, e.g., communication, coordination, etc.
- Minimize the likelihood of product causing unnecessary repetitive tasks, e.g., manual data entry, redundant processes, etc.
- Minimize the time it takes to understand the product's scalability, e.g., capacity, growth potential, etc.
- Minimize the time it takes to assess the product's security features, e.g., data protection, privacy, etc.
- Minimize the time it takes to evaluate the product's customization options, e.g., settings, personalization, etc.
- Minimize the time it takes to determine the product's impact on customer satisfaction, e.g., service quality, response time, etc.
- Minimize the likelihood of product causing communication issues, e.g., misunderstandings, information gaps, etc.
- Minimize the time it takes to assess the product's environmental impact, e.g., energy efficiency, waste production, etc.
- Minimize the time it takes to understand the product's maintenance requirements, e.g., frequency, costs, etc.
- Minimize the likelihood of product causing unexpected costs, e.g., repairs, upgrades, etc.
- Minimize the time it takes to evaluate the product's impact on employee satisfaction, e.g., workload, stress, etc.
- Minimize the time it takes to determine the product's compliance with industry standards or regulations, e.g., certifications, audits, etc.
- Minimize the likelihood of product causing data loss or corruption, e.g., backups, recovery, etc.
Customer Success Statements (PJTBD)
How important is it that you can quickly and accurately… and How difficult is it for you to…
- Evaluate the product's performance, e.g., speed, efficiency, etc.
- Assess the product's reliability, e.g., frequency of breakdowns, durability, etc.
- Determine the product's ease of use, e.g., user interface, instructions, etc.
- Understand the product's impact on productivity, e.g., time saved, tasks automated, etc.
- Evaluate the product's value for money, e.g., cost vs benefits, return on investment, etc.
- Assess the product's compatibility with existing systems or processes, e.g., integration, interoperability, etc.
- Determine the product's impact on workflow, e.g., process changes, disruption, etc.
- Evaluate the product's impact on team collaboration, e.g., communication, coordination, etc.
- Avoid product causing unnecessary repetitive tasks, e.g., manual data entry, redundant processes, etc.
- Understand the product's scalability, e.g., capacity, growth potential, etc.
- Assess the product's security features, e.g., data protection, privacy, etc.
- Evaluate the product's customization options, e.g., settings, personalization, etc.
- Determine the product's impact on customer satisfaction, e.g., service quality, response time, etc.
- Avoid product causing communication issues, e.g., misunderstandings, information gaps, etc.
- Assess the product's environmental impact, e.g., energy efficiency, waste production, etc.
- Understand the product's maintenance requirements, e.g., frequency, costs, etc.
- Avoid product causing unexpected costs, e.g., repairs, upgrades, etc.
- Evaluate the product's impact on employee satisfaction, e.g., workload, stress, etc.
- Determine the product's compliance with industry standards or regulations, e.g., certifications, audits, etc.
- Avoid product causing data loss or corruption, e.g., backups, recovery, 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]