Defining the Business Outcomes

Building on the challenges we identified earlier, we set out to achieve a few clear business outcomes:

• Boosting user adoption of KPI features: By making the process of creating and managing KPIs simpler and more intuitive, we aimed to encourage users to engage more with these features. Higher engagement would mean more users relying on KPI data to support their decisions.
• Improving process efficiency and performance: Giving users the tools to create KPIs that reflect their specific goals would help them spot process bottlenecks, optimize resources, and ultimately improve overall performance.
• Fostering data-driven decisions: By offering easier access to more relevant KPIs and streamlining the analysis process, we aimed to promote a stronger culture of data-driven decision-making. This would help users not only identify areas to improve but also showcase the value of process insights to stakeholders.
• Increasing user satisfaction: A solution that’s easy to navigate, understand, and use would lead to happier users. This, in turn, would encourage more frequent use of Appian’s process mining features and make the overall experience more positive.

Key Success Metrics

To track how well we were meeting these goals, we defined the following metrics:

1. Custom KPI creation rate: How many custom KPIs users create within a specific timeframe.
2. KPI usage rate: How often users rely on custom KPIs for their analysis and reports.
3. User satisfaction scores: Feedback from users about how easy the features are to use and how satisfied they are with them overall.
4. Impact on business decisions: The number of times custom KPIs were used to inform important business decisions.

By keeping an eye on these metrics, we could measure the success of our approach and make adjustments along the way to better meet users’ needs and ensure we achieved the desired outcomes.