Using Business Outcome Cards
When in the default Demand/Delivery view of the dashboard, if the top level of the left navigation is selected, you will see three blue Demand columns: 3 Year Outcomes, 1 Year Outcomes and Quarterly Outcomes. Here, you can strategic goals for your entire organization. You can also create strategic goals at each level of your organization by changing the level selected in the left navigation to a portfolio, program or team.
Note: When you are in other views of the dashboard, you will see different columns displayed and not all functions in the below article may be available.
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 towards that outcome (objective). You can watch the Business Outcomes Dashboard Overview video below, or read the article to learn more about creating cards.
Here’s an example:
“Ensure seamless Customer Success experience so that we exceed customer expectations.”
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 towards 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 number and ending number.
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 click 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.
You can use Tags to filter between cards on the dashboard. To add a tag to a card, click into the field that says Select tags or click the drop down arrow. 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.
Document Changes with Comments
You can click on the Comments tab and add comments as the team discusses the card. To enter a comment, click into the field that says Your Comment and click Add Comment upon completion. You cannot delete comments once they are added.
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.
Duplicate an Outcome Card
You can duplicate an Outcome Card when in 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. This short video will show you how to create a link.
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 will disappear. Click Save to confirm your deletion.