Success Metrics

Define a set of KPI to measure the project outcomes and service success

applied for





also called

KPIs, Analytics

what is it

The success metrics are a set of criteria defined alongside the service development as key factors that will define the success of the project itself and of its final implementation. It’s always important to distinguish amongst these two levels (project and final service outcomes) as they generate different types of values. Once the metrics are defined, it’s also important to identify a strategy for their measurement (how data is collected and when), keeping in mind the importance of accessing that information in several moments of the process, and being able to use it to adjust the workflow and features developed.

use it to

Monitor the project and service outcomes and keep iterating to improve.

remember to

Identify strategies and tools to measure the metrics in advance.

case studies


feature image of 'A better housing repairs service' case study

Example by Unboxed

A better housing repairs service

Demonstrate the efficiency of a system through a side-by-side comparison


The housing repairs service in a London council was using a number of legacy software solutions with over-complicated processes and unstable integrations between different IT systems. Unboxed helped them build a new back-office system designed around user needs that was able to significantly outperform their legacy system.

One of our key success metrics was an improvement in efficiency. By testing the two systems side-by-side the team was able to demonstrate that officers were able to perform certain tasks up to 35% quicker and with 75% fewer mouse-clicks on the new system.

what is interesting

By creating a video of this side-by-side comparison, the team was able to provide very clear evidence of success and get further buy-in from senior stakeholders.

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feature image of 'Student journey mapping and KPIs' case study

Example by More Than Metrics

Student journey mapping and KPIs

Improving university retention rates through journey mapping and success metrics


This goal of the project was to improve retention rates at a US university. The team approached the project by first interviewing current and former students who had dropped out, then reviewed university statistics, data and reports provided by the strategic planning office, and applied strategic planning tools to this information. Using the data, they completed a SWOT analysis, an action plan, and the “Keep, Stop, Start” framework. Based on this framework, they came up with success metrics and created a dashboard with KPIs for measuring improvements. The measurements developed by the students themselves included actions such as introducing a pre- and post-change survey to track the number of students who felt prepared for the quarter system, or measuring the percentage of professors that would hold midterms during the quarter’s midpoint, in order to understand variability before attempting to standardize the exam schedules throughout the school.

what is interesting

The “Keep, Stop, Start” framework and derived success metrics allowed the team to assess what was working or not working and be able to improve iteratively after executing the strategy. In particoular, students could use the KPIs aligned with their strategic priorities to track the progress within their journey maps.

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