Using Business Outcome Cards
Create an Outcome Card
Business Outcome Cards will help you record your desired outcome (objective), and allow you to create key results that will track your progress toward that outcome (objective).
Here’s an example:
“Ensure seamless Customer Success experience so that we exceed customer expectations.”
Select a Timeframe
When creating outcome cards in a view other than the Demand/Delivery view, you will need to select a timeframe from the drop-down. This cannot be changed once you save the outcome card and will determine which column the card will be visible in when reviewing the dashboard in the Demand/Delivery view.
When creating a card in the Demand/Delivery view, the column you created the card in will be populated in the timeframe field automatically.
The Hypothesis/Description area lets you record why you believe this outcome is important to your business. We like to start the Hypothesis/Description area with the words, “We believe.”
Here’s an example:
“We believe that by building a strong foundation for our Customer Success team we will have sustainable and repeatable processes in place that reduce customer churn and increase customer satisfaction.”
Key Results measure your progress toward your desired outcome. Generally, you should have two to five key results per outcome. All Key Results must be measurable and therefore require a starting and ending numbers.
Here's an example:
"Increase customer retention by 15%."
In this example, you would enter "Increase customer retention by 15%." under "Key Results," the Metric type would be "Customer Retention," the "Start" would be "0," and the "Goal" would be 45.
The “Current” field allows you to update where you are today. We have "Current" set to 30 in this example. Check-in at least every two weeks to update what is “Current” and see your progress bar move!
If the Metric you would like to track does not exist in the drop-down, type in the name of the Metric and click Create "Metric Name" to add this to the list.
You can delete a Key Result by clicking the three dots in the row with the Key Result you wish to delete and then clicking Delete.
As you update the progress on your Key Results, the Overall Progress bar will also update.
The overall progress will also be reflected on the dashboard once you close the individual outcome card.
Key results can be marked as lagging or leading indicators. If the target icon is gray, it is considered a leading indicator. If you click on this icon, it will turn green, which indicates an impact metric, or lagging indicator.
You can also assign a color to each card. A helpful practice is assigning related cards the same color so that you can quickly see which cards are in the same category on the Business Outcomes dashboard.
The color you choose will be reflected on the card on the dashboard and can be used for filtering outcome cards later.
You can use Tags to filter between cards on the dashboard. To add a tag to a card, click the drop-down arrow or start typing in the field below Business Outcomes Tags. The options available will appear and you can click on one or more to add them to the card. To delete a tag, click the x next to the tag's name.
The tags you choose will also be shown on the card when on the dashboard and can be used for filtering later.
Learn how to edit Tag Categories and Tags.
Document Changes with Comments
You can click the Comments tab and add comments as the team discusses the card. To enter a comment, click on the field that says Your Comment and click Add Comment upon completion.
You cannot delete comments once they are added.
Some companies may have Custom Fields created to populate this tab on the card. A custom field can track company-specific information not already included on a card. Below, the examples are Sponsor Name and Investment Code. A Company Admin can create these fields for your company.
Learn how to add Custom Fields.
Save Changes, Delete Card, and Enlarge Card
Be sure to click Save & Close when making changes to a card. If you click Save & Close, the card will save any changes and close the card. If you select the drop-down arrow next to Save & Close and click Save, your changes will be saved, but the card will remain open.
If you wish to Delete the card, click on the trash can icon and you will be prompted to confirm your deletion.
To make the card the size of your screen, click the double arrow, next to the trash can icon.
New Outcome Card Highlight
After you create an outcome card, the card will reside at the top of the chosen column and have a highlight around it. The highlight will remain until you open an outcome card or create another card.
Reorder Outcome Cards
When you create an outcome card, it will automatically be the first card in the column it was created in. You can reorder outcome cards in a column simply by clicking on and dragging the card into a new position. Cards can only be reordered in their current column.
Duplicate an Outcome Card
You can duplicate an Outcome Card only when in the Demand/Delivery view. To duplicate a card, click the double paper icon on the card you wish to duplicate.
In the pop-up that appears, choose the column you wish the duplicated card to appear in from the drop-down options. Then click Duplicate.
Link an Outcome Card to a URL and How to Delete a Link
To link an outcome card to an external tool like an ALM, Trello, or any URL, click on the link icon at the bottom of the card from the dashboard.
Click into the Create a Title field and name your link. Then click into the Enter the URL field and type in or paste the URL you wish to add to this card. Click the green Add button. The link will appear in light blue below the text fields. You can add more URLs, if necessary.
Back on the dashboard, you can see there is now a 1 next to the link icon and if you hover over the link icon, you can see the title you created for the external link attached to the card. While hovering over the link icon, you can move your cursor to the title you created and click it to be taken to the URL you entered.
To delete a link, click the link icon on the card to open the link modal. Click the trash can next to the link you wish to delete and the link disappears. Click Save to confirm your deletion.