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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 functionality, e.g., features, capabilities, etc.
- Minimize the time it takes to grasp the product's operating instructions, e.g., setup process, usage guidelines, etc.
- Minimize the time it takes to identify the safety precautions related to the product, e.g., warnings, potential hazards, etc.
- Minimize the likelihood of misinterpreting the product's instructions, e.g., assembly steps, usage procedures, etc.
- Minimize the time it takes to determine the product's maintenance requirements, e.g., cleaning instructions, part replacements, etc.
- Minimize the time it takes to understand the product's warranty or guarantee conditions, e.g., coverage period, claim process, etc.
- Minimize the likelihood of overlooking important product information, e.g., product specifications, usage restrictions, etc.
- Minimize the time it takes to identify the product's compatibility with other devices or systems, e.g., software requirements, hardware compatibility, etc.
- Minimize the time it takes to understand the product's optimal operating conditions, e.g., temperature range, power requirements, etc.
- Minimize the likelihood of ignoring the product's storage instructions, e.g., temperature conditions, moisture prevention, etc.
- Minimize the time it takes to comprehend the product's troubleshooting guidelines, e.g., common issues, resolution steps, etc.
- Minimize the likelihood of misunderstanding the product's disposal instructions, e.g., recycling guidelines, hazardous waste disposal, etc.
- Minimize the time it takes to understand the product's performance expectations, e.g., speed, efficiency, etc.
- Minimize the likelihood of overlooking the product's upgrade or update instructions, e.g., software updates, hardware upgrades, etc.
- Minimize the time it takes to comprehend the product's connectivity requirements, e.g., Wi-Fi setup, Bluetooth pairing, etc.
- Minimize the likelihood of ignoring the product's safety features, e.g., child lock, auto shut-off, etc.
- Minimize the time it takes to understand the product's energy consumption, e.g., power rating, energy-saving features, etc.
- Minimize the likelihood of overlooking the product's accessory requirements, e.g., batteries, cables, etc.
- Minimize the time it takes to identify the product's quality assurance certifications, e.g., ISO standards, safety certifications, etc.
- Minimize the likelihood of ignoring the product's registration process, e.g., warranty registration, product updates, 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 functionality, e.g., features, capabilities, etc.
- Grasp the product's operating instructions, e.g., setup process, usage guidelines, etc.
- Identify the safety precautions related to the product, e.g., warnings, potential hazards, etc.
- Avoid misinterpreting the product's instructions, e.g., assembly steps, usage procedures, etc.
- Determine the product's maintenance requirements, e.g., cleaning instructions, part replacements, etc.
- Understand the product's warranty or guarantee conditions, e.g., coverage period, claim process, etc.
- Avoid overlooking important product information, e.g., product specifications, usage restrictions, etc.
- Identify the product's compatibility with other devices or systems, e.g., software requirements, hardware compatibility, etc.
- Understand the product's optimal operating conditions, e.g., temperature range, power requirements, etc.
- Avoid ignoring the product's storage instructions, e.g., temperature conditions, moisture prevention, etc.
- Comprehend the product's troubleshooting guidelines, e.g., common issues, resolution steps, etc.
- Avoid misunderstanding the product's disposal instructions, e.g., recycling guidelines, hazardous waste disposal, etc.
- Understand the product's performance expectations, e.g., speed, efficiency, etc.
- Avoid overlooking the product's upgrade or update instructions, e.g., software updates, hardware upgrades, etc.
- Comprehend the product's connectivity requirements, e.g., Wi-Fi setup, Bluetooth pairing, etc.
- Avoid ignoring the product's safety features, e.g., child lock, auto shut-off, etc.
- Understand the product's energy consumption, e.g., power rating, energy-saving features, etc.
- Avoid overlooking the product's accessory requirements, e.g., batteries, cables, etc.
- Identify the product's quality assurance certifications, e.g., ISO standards, safety certifications, etc.
- Avoid ignoring the product's registration process, e.g., warranty registration, product updates, 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]