1. Introduction to the HEART Framework
Leveraging the Google* approach to determine meaningful UX metrics
*Adapted from: Google HEART Framework

2. Introduction to the HEART Framework
The HEART framework provides a method for defining user experience measures for a system, product, or feature.
The following slides describe:
Dimensions represented in the HEART framework
Steps to apply the framework
HEART framework examples
Helpful tips for applying framework

3. HEART Framework for Measuring UX
Happiness
Focuses on subjective aspects of a product or feature, like satisfaction, design appeal, and perceived usability.
Engagement
Focuses on the frequency, intensity, and overall level of involvement with a product or feature(s).
How do you know users are satisfied?
How deeply are users connected to the product or feature? AR T
Adoption & Retention
Focuses on the initial uptake and continued use of a product or feature(s) over time.
Task Success
Focuses on how efficiently, effectively, and successfully users accomplish key tasks using the product or feature(s).
How quickly is the new product or feature used initially?
How is usage sustained over time?
How effectively do users complete key activities?
Based on: Google HEART Framework

4. The HEART Framework Process
Identify Goals
Pick the HEART dimension(s) that are most relevant to the project
Determine which project goals rely strongly on the user experience
Map goals to the selected HEART dimension(s)
Determine Signals
For each mapped goal, identify behavioral and/or attitudinal indicators of success (or failure)
Identify Metrics
Determine possible ways to measure the signals (i.e. the behaviors and attitudes) over time
Prioritize and Select Metrics
Review and prioritize metrics based on value and difficulty/feasibility. Based on prioritization, select metrics to be used. 1 2 3 4

5. HEART Example (1 of 3) Happiness
This example shows how HEART could be used to identify a set of UX metrics for a new mobile app that enables "on the go" invoice approval for users in a large organization
HEART Dimension
Goals
Signals
Metrics
Happiness
App serves as a trusted easy-to-use tool for invoice approval on the go
User perception
User satisfaction scores over time
Comparison of baseline and post implementation System Usability Scale (SUS) scores
App is perceived as valuable by all users despite varying number of invoices to approve
User satisfaction score trends over time for users with a large number of invoices compared with users with a small number of invoices

6. HEART Example (2 of 3) Adoption and Retention HEART Dimension Goals
Signals
Metrics
Adoption and Retention
App is utilized as an alternative to the laptop
App downloads
Unique app installs over time
Continued app use
App deletion rates over time
App usage tracking over time
App usage
App launch frequency per day, week, month, etc. as compared to baseline of mobile app and laptop
Approvals performed on laptop vs app
Ratio of total invoices dispositioned on app vs. laptop over time
Users recommend app to colleagues
Net Promoter Score (NPS) for app
Relative change in NPS over time

7. HEART Example (3 of 3) Task Success HEART Dimension Goals Signals
Metrics
Task Success
Users can effectively disposition invoices on app
Complete disposition of individual invoices on app
Ratio of invoices dispositioned by user on the app v. laptop over time
Time taken to disposition an invoice once it arrives in inbox
Invoice disposition error rates
Error rate comparison of laptop v. mobile app

8. A Few Tips This is a team activity – get the right people involved
The HEART Framework is a structured “thinking tool”. Specific signals and metrics need to be identified by the team
A “signal” is an indicator of what success or failure might look like in terms of user behaviors and/or attitudes
“Metrics” are the specific ways to measure the signal over time
When prioritizing and selecting metrics, aim for a final set of metrics that includes all the relevant dimensions of the HEART framework
Less is more. It’s better to aim for a fewer (more meaningful) metrics, based on the goals.