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.
Even when you’ve hosted meetings for years, hosting them online is something altogether different. Keeping them structured, purposeful, and on-task is key. That all starts with having a detailed agenda, and this template makes it so easy for you to create one. The best part? Agendas are often dry and boring—but not here. We make it easy for you to sprinkle in your choice of graphics, colors, fonts, and images to give your agenda personality and creative style.
Product development roadmaps cover everything your team needs to achieve when delivering a product from concept to market launch. Your product development roadmap is also a team alignment tool that offers guidance and leadership to help your team focus on balancing product innovation and meeting your customer’s needs. Investing time in creating a roadmap focused on your product development phases helps your team communicate a vision to business leaders, designers, developers, project managers, marketers, and anyone else who influences meeting team goals.
UX Research Plan
A research plan communicates the fundamental information that stakeholders need to understand about a user experience research project: who, what, why, and when. The plan ensures everyone is aligned and knows what they must do to make the UX research project a success. Use the research plan to communicate background information about your project; objectives; research methods; the scope of the project, and profiles of the participants. By using a UX research plan, you can achieve stakeholder buy-in, stay on track, and set yourself up for success.
User Story Map Framework
Popularized by Jeff Patton in 2005, the user story mapping technique is an agile way to manage product backlogs. Whether you’re working alone or with a product team, you can leverage user story mapping to plan product releases. User story maps help teams stay focused on the business value and release features that customers care about. The framework helps to get a shared understanding for the cross-functional team of what needs to be done to satisfy customers' needs.
Some products are “cash cows” that turn serious profits. Others are “dogs,” which barely break even. Still others are “stars” or “question marks.” The BCG matrix will show you which are which—by examining the products in your portfolio and making you ask hard questions about each: Will it spur business growth? Will it capture market share? Is it worth it? A BCG will yield insights to help you see opportunities in the market and know which of your products deserve your investment.
When developing a product roadmap, it can be easy to get lost in the weeds. RICE, which stands for Reach, Impact, Confidence, and Effort, helps you evaluate and prioritize ideas. Brainstorming new ways to delight your customers can be rewarding, but it can also be overwhelming. You and your team might be tempted to dive into the most exciting ideas first, without taking into account the potential lift. The RICE framework allows your team to carefully consider each potential project and assess its feasibility.