HEART Framework

What kind of metrics should I use? Create a list of success metrics keeping in mind your customer...

Steps
2
Last edited
Dec 31, 2024
Created by
Nova

About this process

The HEART framework originated at Google and was developed by Kerry Rodden. Data-driven design fails when you lose your vision and fully understand the product or service intent. The HEART Framework helps you measure success keeping in mind your customer journey and the things they experience. It's a human-centered framework. This framework measures the user's experience from multiple dimensions.

The process in detail

2 steps
  1. 1

    User-centered metrics.

  2. 2

    Keep track of your metrics.

Read the full text
1. User-centered metrics.

The HEART metric framework helps you evaluate any aspect of your user experience following these five user-centered metrics: Happiness Engagement Adoption Retention Task-success Goals Start by defining your goal. Discuss with your team your goals and select 2 or 3 goals for each aspect of the HEART. Signals Define the signal "What do you need to measure?" and provide information about how you would gather that information. Metrics For every goal, there is a related user action. Keep these actions and the signals in mind when you are defining your metrics. A good metrics could be: Amount of products in the cart per user, signup rates, task completion, etc

2. Keep track of your metrics.

Add your current metrics and add additional columns by the end of the sprint to evaluate progress.👍👎

Board
  • Goals
  • Signals
  • Metrics
  • H
  • Signals will provide information about the success or failure of your determined goal. You will answer the question: "What is the thing we need to measure?"
  • This is a signal expressed over time. Convert your signals into metrics and use them to determine if you have achieved your goals.
  • What do you want to achieve with this product or feature?
  • HAPPINESS How happy is your user/customer? Measure user attitudes by collecting data via analytics, survey and interviews. Evaluate how your user make decisions to better understand their satisfaction levels.
  • XXXX DATE
  • XXXX
  • Example: Survey
  • Example: User finds the product easy to use.
  • XXXX
  • Example: 5-star reviews
  • XXXX
  • E
  • ENGAGEMENT How engaged is your user? How often do they interact with your product or solution? Include: Number of visits per user per month Session duration
  • XXXX
  • XXXX
  • XXXX
  • A
  • ADOPTION How attractive is your solution? How many users have actually tried your product or solution? Include: Number of accounts created this month Bounce rate
  • Sign up rates
  • Signups
  • Example: Product onboarding
  • XXXX
  • Example: New profiles
  • XXXX
  • XXXX
  • R
  • RETENTION How many users do you retain long-term? Are they returning every month? Include: Number of users returning to your website Number of users buying your solution Number of users paying overtime
  • Example: Users paying for our product
  • XXXX
  • Example: weekly and monthly activity
  • Example: Returning customers
  • Example: User royalty
  • XXXX
  • XXXX
  • T
  • TASK-SUCCESS How successful are you at allowing users to perform the most valuable task? You measure: product efficiency, error rate, and effectiveness Profile creation Duration
  • XXXX
  • XXXX
  • XXXX
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Created byNova·Official process
Last edited Dec 31, 2024·2 steps