Measure the user experience on a large scale.
About the HEART template
What is the HEART framework?
For user experience teams, developing useful metrics for success can be a challenge. This is even truer for teams at large companies. When you want to measure user experience on a small scale, you need only to observe users, give them surveys, interview them, and run focus groups. But as your company grows, these methods become untenable.
That’s why Google developed the HEART framework. The HEART framework delivers user-centric metrics that allow you to measure user experience at scale. You can then draw on these metrics throughout the product development lifecycle. THough the HEART framework was specifically designed for large-scale measurement, the same principles work just as well on a smaller scale.
What does HEART stand for?
HEART stands for Happiness, Engagement, Adoption, Retention, and Task Success. Happiness is a measure of attitude or satisfaction, which is often measured through some type of user survey. Engagement measures how much a user interacts with a product of their own volition and is measured by different metrics depending on the product. Adoption is the number of new users over time. Retention measures the amount of time you’re able to keep customers. Task Success may be measured in the time it takes to complete a task or in the percentage of successful completions of a task once it’s begun.
How do you create a HEART model?
The HEART model uses five measures: happiness, engagement, adoption, retention, and task success. However, you won’t always need to make use of all five measures for every project. Start by choosing which measures will be most useful for this project.
The Y axis of your HEART model is the five measures. The X axis is Goals, Signals, and Metrics. Prepare to fill out each.
Fill out Happiness. Happiness captures user satisfaction. Most people use a survey to gauge user satisfaction.
Fill out Engagement. Engagement measures how often a user interacts with a product or service. It might capture how regularly they use the product, the period of time in which they use it, or intensity.
Fill out Adoption. Adoption is the number of new users who use your product or service in a given time period. This is useful because it allows you to understand how well you are capturing new business.
Fill out Retention. Conversely, Retention measures how many customers you are keeping for a certain amount of time. If you’re seeing a significant drop in customers at a certain time period, you might want to examine other time scales to see what UX issues might lead to churn.
Fill out Task Success. Task Success varies from team to team. Some choose to examine the time users spend on a given task. Other analyze the percentage of users who complete a given task.
When should you use the HEART model?
The HEART model is generally used to measure larger scale projects, but it can also be used for smaller projects. You may just want to make some adjustments to the specifics of the metrics you’re measuring or your data collection methods for smaller-scale projects.
When your meeting is a success (and Miro will help make sure it is), participation will run high, brilliant ideas will be had, and decisions will be made. Make sure you don’t miss a single one — use our meeting notes template to track notes and feedback in a centralized place that the whole team can access. Just assign a notetaker before the meeting, identify the discussion topics, and let the notetaker take down the participants, important points covered, and any decisions made.
Card sorting is a brainstorming technique typically used by design teams but applicable to any brainstorm or team. The method is designed to facilitate more efficient and creative brainstorms. In a card sorting exercise, you and your team create groups out of content, objects, or ideas. You begin by labeling a deck of cards with information related to the topic of the brainstorm. Working as a group or individuals, you then sort the cards in a way that makes sense to you, then label each group with a short description. Card sorting allows you to form unexpected but meaningful connections between ideas.
Work Breakdown Structure
A work breakdown is a project management tool that lays out everything you must accomplish to complete a project. It organizes these tasks into multiple levels and displays each element graphically. Creating a work breakdown is a deliverable-based approach, meaning you’ll end up with a detailed project plan of the deliverables you must create to finish the job. Create a Work Breakdown Structure when you need to deconstruct your team's work into smaller, well-defined elements to make it more manageable.
A technology roadmap helps teams document the rationale of when, why, how, and what tech-related solutions can help the company move forward. Also known as IT roadmaps, technology roadmaps show teams what technology is available to them, focusing on to-be-scheduled improvements. They allow you to identify gaps or overlap between phased-out tech tools, as well as software or programs soon to be installed. From a practical point of view, the roadmap should also outline what kinds of tools are best to spend money on, and the most effective way to introduce new systems and processes.
A timeline displays a chronological order of important dates, and scheduled events. Timelines help product managers, project managers, and team members tell visual stories about progress and obstacles. Timelines enable teams to see at a glance what happened before, what progress is happening now, and what needs tackling in the future. Projects or products with specific purpose or deliverables should be based on a timeline to be successful. Use the timeline as a shared reference for start dates, end dates, and milestones.
When you’re building a business or running a team, risk comes with the territory. You can’t eliminate it. But you CAN identify it and mitigate it, to up your odds of success. Failure Modes and Effects Analysis (FMEA) is a powerful tool designed to help you manage risk and potential problems by spotting them within a process, product, or system. And you’ll spot them earlier in your process—to let you sidestep costly changes that arise late in the game or, worse, after they’ve impacted your customers and their experience.