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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 learn how to operate the product, e.g., instructions, tutorials, etc.
- Minimize the time it takes to set up or install the product, e.g., assembly, software installation, etc.
- Minimize the likelihood of product malfunction or failure, e.g., defects, software bugs, etc.
- Minimize the time it takes to achieve desired results with the product, e.g., performance, efficiency, etc.
- Minimize the likelihood of product causing harm or injury, e.g., safety hazards, improper use, etc.
- Minimize the time it takes to maintain or service the product, e.g., cleaning, updates, etc.
- Minimize the likelihood of product becoming obsolete or outdated, e.g., technology advancements, market trends, etc.
- Minimize the time it takes to integrate the product with existing systems or processes, e.g., compatibility, interoperability, etc.
- Minimize the likelihood of product not meeting expectations or needs, e.g., performance gaps, feature limitations, etc.
- Minimize the time it takes to troubleshoot and resolve product issues, e.g., technical support, user forums, etc.
- Minimize the likelihood of product causing disruptions or inefficiencies, e.g., workflow interruptions, productivity loss, etc.
- Minimize the time it takes to adapt to changes or updates in the product, e.g., new features, version upgrades, etc.
- Minimize the likelihood of product not being compliant with regulations or standards, e.g., privacy laws, industry certifications, etc.
- Minimize the time it takes to maximize the value or benefits from the product, e.g., feature utilization, cost savings, etc.
- Minimize the likelihood of product not being sustainable or environmentally friendly, e.g., energy efficiency, recyclability, etc.
- Minimize the time it takes to share or collaborate using the product, e.g., team features, sharing options, etc.
- Minimize the likelihood of product not being accessible or inclusive, e.g., disability features, language options, etc.
- Minimize the time it takes to customize or personalize the product, e.g., settings, preferences, etc.
- Minimize the likelihood of product not being secure or protecting user data, e.g., encryption, privacy settings, 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.
- Learn how to operate the product, e.g., instructions, tutorials, etc.
- Set up or install the product, e.g., assembly, software installation, etc.
- Avoid product malfunction or failure, e.g., defects, software bugs, etc.
- Achieve desired results with the product, e.g., performance, efficiency, etc.
- Avoid product causing harm or injury, e.g., safety hazards, improper use, etc.
- Maintain or service the product, e.g., cleaning, updates, etc.
- Avoid product becoming obsolete or outdated, e.g., technology advancements, market trends, etc.
- Integrate the product with existing systems or processes, e.g., compatibility, interoperability, etc.
- Avoid product not meeting expectations or needs, e.g., performance gaps, feature limitations, etc.
- Troubleshoot and resolve product issues, e.g., technical support, user forums, etc.
- Avoid product causing disruptions or inefficiencies, e.g., workflow interruptions, productivity loss, etc.
- Adapt to changes or updates in the product, e.g., new features, version upgrades, etc.
- Avoid product not being compliant with regulations or standards, e.g., privacy laws, industry certifications, etc.
- Maximize the value or benefits from the product, e.g., feature utilization, cost savings, etc.
- Avoid product not being sustainable or environmentally friendly, e.g., energy efficiency, recyclability, etc.
- Share or collaborate using the product, e.g., team features, sharing options, etc.
- Avoid product not being accessible or inclusive, e.g., disability features, language options, etc.
- Customize or personalize the product, e.g., settings, preferences, etc.
- Avoid product not being secure or protecting user data, e.g., encryption, privacy settings, 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]