HEART

HEART is a user-centered metrics framework developed by Google.

Components

Happiness: User satisfaction and attitude
Engagement: Level of user involvement
Adoption: New user acquisition
Retention: Existing user retention
Task Success: User efficiency and effectiveness

Three rows show Happiness, Retention and Task Success translated into goals, observable signals and candidate metrics. Confidence uses survey responses, retention uses an eligible cohort and task success uses eligible attempts. No results are plotted. — Conceptual measurement worksheet with proposed metrics for three HEART categories. These are examples to operationalize, not benchmark values or findings from the paper. Original diagram based on Kerry Rodden, Hilary Hutchinson and Xin Fu, Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications.

Usage

Used for measuring and improving user experience metrics. Provides a comprehensive framework for tracking product success from the user's perspective.

Examples and Applications

Feature Success: Measure impact across all five dimensions
UX Improvement: Track satisfaction and task success rates
Product Strategy: Balance growth (adoption) with quality (happiness)
See also: GAME, AARM, CIRCLES

HEART

Components

Usage

Examples and Applications

Further reading

Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications

Connected notes