HEART Framework
The HEART metric framework helps you think about 5 key success metrics that keep your customer journey and the things they see and experience at the forefront of your focus.
- Happiness: How happy is your user or customer?
- Engagement: How engaged is your user (short term)?
- Adoption: How many users have actually tried your product?
- Retention: How many users do you retain long term? Are they returning every month?
- Task-success: How successful are you at allowing users to perform the most valuable task?
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 your goals with your team 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. Good metrics could be: Amount of products in the cart per user, signup rates, task completion, etc.
