Success and Metrics with COO Chris Neary

Defining success for a software project

This archived Code and Trust video features Chris Neary on success and metrics. The companion guide below helps you turn a broad goal, such as saving time or improving a customer experience, into a result you can evaluate after release.

The following is an editorial companion to the archived video, not a transcript.

Choose measures that match the problem

Start with the behavior or workflow you want to improve. A faster internal process might be measured by time to complete a task. A customer portal might be evaluated by completion rates or support requests. The right measure depends on the problem; a count of features shipped does not explain whether users are better served.

• Record a baseline for the current process before introducing the new product.
• Define the measure, where the data comes from, and who is responsible for reviewing it.
• Pair numerical measures with user feedback so you can understand why a result changed.

Agree on a review point and consider other factors that could affect the outcome, such as seasonality, training, or a change in staffing. Use the findings to choose the next improvement. If you are still defining the initial scope, the Phase 1 guide offers related preparation questions.

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