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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 issue with the product, e.g., malfunctioning parts, software bugs, etc.
- Minimize the time it takes to understand the product's user manual or troubleshooting guide, e.g., instructions, diagrams, etc.
- Minimize the time it takes to access customer support or technical assistance, e.g., hotline, live chat, etc.
- Minimize the likelihood of misdiagnosing the issue, e.g., confusing symptoms, similar error codes, etc.
- Minimize the time it takes to perform the recommended troubleshooting steps, e.g., resetting, cleaning, etc.
- Minimize the likelihood of causing further damage to the product during troubleshooting, e.g., improper handling, misuse of tools, etc.
- Minimize the time it takes to verify if the issue has been resolved, e.g., retesting, monitoring, etc.
- Minimize the likelihood of the issue recurring after troubleshooting, e.g., temporary fixes, underlying problems, etc.
- Minimize the time it takes to document the troubleshooting process and outcome, e.g., for warranty claims, future reference, etc.
- Minimize the likelihood of requiring professional repair or replacement after troubleshooting, e.g., complex issues, irreparable damage, etc.
- Minimize the time it takes to return the product to its normal operation, e.g., reassembly, setup, etc.
- Minimize the likelihood of experiencing downtime due to the issue, e.g., business operations, personal use, etc.
- Minimize the time it takes to communicate the issue and troubleshooting steps to relevant parties, e.g., customer support, family members, etc.
- Minimize the likelihood of miscommunication or misunderstanding during the troubleshooting process, e.g., technical jargon, unclear instructions, etc.
- Minimize the time it takes to learn from the troubleshooting experience for future prevention, e.g., identifying causes, preventive measures, etc.
- Minimize the likelihood of experiencing stress or frustration during troubleshooting, e.g., complex procedures, lack of support, etc.
- Minimize the time it takes to find necessary tools or resources for troubleshooting, e.g., screwdrivers, software tools, etc.
- Minimize the likelihood of wasting resources during troubleshooting, e.g., unnecessary parts replacement, excessive power usage, etc.
- Minimize the time it takes to decide on the next steps if troubleshooting fails, e.g., professional repair, product replacement, etc.
- Minimize the likelihood of losing trust or confidence in the product due to troubleshooting issues, e.g., frequent malfunctions, poor support, 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 issue with the product, e.g., malfunctioning parts, software bugs, etc.
- Understand the product's user manual or troubleshooting guide, e.g., instructions, diagrams, etc.
- Access customer support or technical assistance, e.g., hotline, live chat, etc.
- Avoid misdiagnosing the issue, e.g., confusing symptoms, similar error codes, etc.
- Perform the recommended troubleshooting steps, e.g., resetting, cleaning, etc.
- Avoid causing further damage to the product during troubleshooting, e.g., improper handling, misuse of tools, etc.
- Verify if the issue has been resolved, e.g., retesting, monitoring, etc.
- Avoid the issue recurring after troubleshooting, e.g., temporary fixes, underlying problems, etc.
- Document the troubleshooting process and outcome, e.g., for warranty claims, future reference, etc.
- Avoid requiring professional repair or replacement after troubleshooting, e.g., complex issues, irreparable damage, etc.
- Return the product to its normal operation, e.g., reassembly, setup, etc.
- Avoid experiencing downtime due to the issue, e.g., business operations, personal use, etc.
- Communicate the issue and troubleshooting steps to relevant parties, e.g., customer support, family members, etc.
- Avoid miscommunication or misunderstanding during the troubleshooting process, e.g., technical jargon, unclear instructions, etc.
- Learn from the troubleshooting experience for future prevention, e.g., identifying causes, preventive measures, etc.
- Avoid experiencing stress or frustration during troubleshooting, e.g., complex procedures, lack of support, etc.
- Find necessary tools or resources for troubleshooting, e.g., screwdrivers, software tools, etc.
- Avoid wasting resources during troubleshooting, e.g., unnecessary parts replacement, excessive power usage, etc.
- Decide on the next steps if troubleshooting fails, e.g., professional repair, product replacement, etc.
- Avoid losing trust or confidence in the product due to troubleshooting issues, e.g., frequent malfunctions, poor support, 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]