Customer example · Northstar Bank · illustrative

From strategy to measurable outcomes.

OKRs set the desired change. KPIs monitor ongoing health. Outcomes prove value. Click through how a bank ties one objective to its value streams, trains and teams, and how it knows it worked.

01 · The objective

Objective

Make business payments faster, easier and more reliable.

Key results · time-bound change

KPIs · ongoing healthAdoption ratePayment success rateCost per transactionPayment abandonment

Click a key result to see the KPI that measures it. The key result ends when it is met; the KPI keeps running. Business outcome: More self-service payments, lower servicing cost and a better customer experience.

02 · Where value flows

Operational value stream

How the customer gets value: the payment journey itself.

Customer initiates paymentBank authenticatesPayment clearsCustomer gets confirmation

KPIs: Completion time · Success rate · Cost per payment

ARTs deliver solutions within the development value stream; those solutions enable the operational value stream. Measure each with its own KPIs.

03 · One outcome, traced from portfolio to teams

Digital Channels ART

Make journeys frictionless

Key result: Abandonment 30% → 10%
KPIs to watch: Abandonment, Conversion
Contributes to: Enable faster, reliable payments

Owns web and mobile: abandonment is its lever.

Click a level to trace it up to the portfolio. One outcome-driven example, not a mandatory separate OKR at every level.

04 · Digital Channels ART · payment abandonment

One KPI can carry a time-bound key result

Target 10% by Q4

Key result

Met in Q4 at 9%: the key result closes; next quarter sets a new one.

KPI

Abandonment stays on the dashboard every quarter, met or not, to catch a slide back.

Move through the quarters. The key result ends when achieved. The KPI continues to be monitored.

05 · Executive dashboard · KPI health by scope

0 of 6 on target

PortfolioDigital payment adoption

Now 58%Target 65%

Below target: needs to rise to 65%

PortfolioCost per payment

Now $0.78Target $0.60

Above target: needs to fall to $0.60

Value streamDevelopment flow time

Now 24 daysTarget 15 days

Above target: needs to fall to 15 days

Operational value streamPayment completion time

Now 1.4 minTarget 1 min

Above target: needs to fall to 1 min

Payments ARTPayment success rate

Now 99.7%Target 99.9%

Below target: needs to rise to 99.9%

Digital Channels ARTPayment abandonment

Now 14%Target 10%

Above target: needs to fall to 10%

Drag a value to see the status change. Some measures improve upward (adoption, success rate), others downward (cost, time, abandonment). Hypothetical current values.

06 · A balanced measurement system

Outcomes, flow and competency together keep delivery activity from passing for customer value. Review OKRs and KPIs together, and validate outcomes with real customer evidence.

07 · The quarterly review

What should we inspect?

Did we achieve the targeted customer or business change?
Are operational and solution health KPIs stable?
Did the ARTs improve the capabilities that drive the outcome?
What should we fund, stop, improve, or experiment with next?

0 of 4 discussed

Run this on your own numbers.

The Insights plan is this dashboard as a product: load extracts from your CRM, finance, learning platform, survey vendors and Jira, define the outcomes and KPIs each entity owns, track what each initiative was funded with and what it bought, and print the one-pager for the executive team or the board. Northstar Bank is one of the built-in example customers; sign up and open Outcome dashboard to walk through it.

References: framework.scaledagile.com — Value Streams; OKRs; Measure and Grow; Lean Portfolio Management. SAFe® is a registered trademark of Scaled Agile, Inc.