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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 necessary tools and equipment for setup, e.g., screwdrivers, batteries, etc.
- Minimize the time it takes to understand the setup instructions, e.g., manual, online guide, etc.
- Minimize the time it takes to prepare the setup location, e.g., clearing space, ensuring power supply, etc.
- Minimize the likelihood of damaging the product during setup, e.g., improper handling, incorrect assembly, etc.
- Minimize the time it takes to assemble or install the product, e.g., attaching parts, installing software, etc.
- Minimize the time it takes to configure the product settings, e.g., language, date and time, user preferences, etc.
- Minimize the likelihood of incorrect configuration leading to product malfunction, e.g., wrong settings, incompatible software, etc.
- Minimize the time it takes to test the product's functionality after setup, e.g., running a diagnostic, using the product, etc.
- Minimize the likelihood of product failure after setup, e.g., not turning on, not performing as expected, etc.
- Minimize the time it takes to resolve any setup issues, e.g., troubleshooting, contacting support, etc.
- Minimize the likelihood of requiring professional assistance for setup, e.g., complex assembly, technical difficulties, etc.
- Minimize the time it takes to clean up after the setup, e.g., disposing of packaging, organizing tools, etc.
- Minimize the likelihood of losing or misplacing parts during setup, e.g., screws, cables, etc.
- Minimize the time it takes to register the product for warranty or support, e.g., online registration, mailing in forms, etc.
- Minimize the likelihood of setup delays due to missing or incorrect parts, e.g., wrong size screws, missing cables, etc.
- Minimize the time it takes to learn how to use the product after setup, e.g., reading user guide, watching tutorials, etc.
- Minimize the likelihood of user error during setup leading to product damage, e.g., forced assembly, incorrect wiring, etc.
- Minimize the time it takes to adjust the product for personal comfort or preference, e.g., chair height, screen brightness, etc.
- Minimize the likelihood of setup process causing physical strain or injury, e.g., heavy lifting, repetitive motion, etc.
- Minimize the time it takes to integrate the product with existing systems or devices, e.g., pairing with Bluetooth, connecting to Wi-Fi, 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 necessary tools and equipment for setup, e.g., screwdrivers, batteries, etc.
- Understand the setup instructions, e.g., manual, online guide, etc.
- Prepare the setup location, e.g., clearing space, ensuring power supply, etc.
- Avoid damaging the product during setup, e.g., improper handling, incorrect assembly, etc.
- Assemble or install the product, e.g., attaching parts, installing software, etc.
- Configure the product settings, e.g., language, date and time, user preferences, etc.
- Avoid incorrect configuration leading to product malfunction, e.g., wrong settings, incompatible software, etc.
- Test the product's functionality after setup, e.g., running a diagnostic, using the product, etc.
- Avoid product failure after setup, e.g., not turning on, not performing as expected, etc.
- Resolve any setup issues, e.g., troubleshooting, contacting support, etc.
- Avoid requiring professional assistance for setup, e.g., complex assembly, technical difficulties, etc.
- Clean up after the setup, e.g., disposing of packaging, organizing tools, etc.
- Avoid losing or misplacing parts during setup, e.g., screws, cables, etc.
- Register the product for warranty or support, e.g., online registration, mailing in forms, etc.
- Avoid setup delays due to missing or incorrect parts, e.g., wrong size screws, missing cables, etc.
- Learn how to use the product after setup, e.g., reading user guide, watching tutorials, etc.
- Avoid user error during setup leading to product damage, e.g., forced assembly, incorrect wiring, etc.
- Adjust the product for personal comfort or preference, e.g., chair height, screen brightness, etc.
- Avoid setup process causing physical strain or injury, e.g., heavy lifting, repetitive motion, etc.
- Integrate the product with existing systems or devices, e.g., pairing with Bluetooth, connecting to Wi-Fi, 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]