• The 4 Phases
  • All Methods
    • Phase 1Observation
      • 5 Whys
      • 6 Thinking Hats
      • AEIOU Framework
      • Card Sorting
      • Collage
      • Competitive Analysis
      • Content Audit
      • Contextual Inquiry Plan
      • Crazy Eights
      • Eisenhower Matrix
      • Empathy Map
      • Field Study
      • Focus Groups
      • Future Trends
      • How Might We
      • Hypothesis Testing
      • Jobs-to-be-done (JTBD)
      • Journey Mapping
      • Knowns and Unknowns Framework
      • Lessons Learned
      • Mental Models
      • Mind Mapping
      • Moodboards
      • Mystery Shopping
      • Netnography
      • Observation
      • Personas
      • Poems
      • Poster Session
      • Product Love Letters
      • Stakeholder Map
      • Surveys
      • World Café
      • Worst Possible Ideas
    • Phase 2Creation
      • 6 Thinking Hats
      • 6-3-5 Brainwriting
      • Bodystorming
      • Brainstorming
      • Business Model Canvas (BMC)
      • Card Sorting
      • Challenge Assumptions
      • Click Dummy
      • Collage
      • Could, Should, Must
      • Crazy Eights
      • Dark Horse Prototype
      • Eisenhower Matrix
      • Emotional Journey Map
      • Empathy Map
      • Field Study
      • Focus Groups
      • How Might We
      • Hypothesis Testing
      • Innovation Board
      • Jobs-to-be-done (JTBD)
      • Journey Mapping
      • Knowns and Unknowns Framework
      • Low-Fidelity Prototyping
      • Mental Models
      • Mind Mapping
      • Mobile Diaries
      • Moodboards
      • One-Minute-Pitch
      • Personas
      • Pluralistic Walkthrough
      • Poster Session
      • Product Love Letters
      • Remote Usability Test
      • SCAMPER
      • Service Blueprints
      • Stakeholder Map
      • Storyboards
      • Surveys
      • SWOT Analysis
      • User Testing
      • Value Proposition
      • Walt Disney Method
      • Wizard of Oz
      • World Café
      • Worst Possible Ideas
      • Wow-How-Now Matrix
    • Phase 3Implementation
      • A/B Testing
      • Business Model Canvas (BMC)
      • Could, Should, Must
      • Eye Tracking
      • Golden Circle
      • High-Fidelity Prototype
      • Innovation Board
      • Low-Fidelity Prototyping
      • Mobile Diaries
      • One-Minute-Pitch
      • Pluralistic Walkthrough
      • Product Love Letters
      • Remote Usability Test
      • Service Blueprints
      • Storyboards
      • SWOT Analysis
      • User Interviews
      • User Stories
    • Phase 4Validation
      • A/B Testing
      • Competitive Analysis
      • Concept Testing Plan
      • Contextual Inquiry Plan
      • Eye Tracking
      • HEART Framework
      • High-Fidelity Prototype
      • Hypothesis Testing
      • Innovation Board
      • KPI Tracking
      • One-Minute-Pitch
      • Pluralistic Walkthrough
      • Remote Usability Test
      • SCAMPER
      • Search-Log Analysis
      • Service Blueprints
      • Social Media Monitoring
      • Surveys
      • User Interviews
      • User Stories
      • User Testing
  • Workshop Bundles
  • About us
  • Meet the Creators
  • Get support
  1. UX Toolkit
  2. Methods
  3. HEART Framework
beginnervalidation
HEART FrameworkReflect on metrics and signals.
35 – 65 min1+ Participantsworkshopreviewsolo
+4
Open in FigJamOpen in Miro
Summary
The HEART Framework, designed by Google's research team, helps to measure the user experience of a product or service. For this purpose, the five KPI's happiness, engagement, adoption, retention, and task success were established and compared with goals, signals, and metrics.
Step-by-step
  1. The HEART Framework can be worked on alone or in a team. In a team, however, it might be easier to reflect on the process from different perspectives. The HEART Framework worksheet is required for preparation.
  2. The metrics and signals of a product or service may change from time to time. For this reason, the HEART Framework should be run regularly to detect changes.
    1. Happiness: How do users feel about the product or service? Signals might be star ratings, feedback, or surveys, while metrics include ratings and reviews of applications or the Net Promoter Score.
    2. Engagement: How much time do users spend with the product or service? What is the average session length/frequency? What is the number of conversions?
    3. Adoption: How many people complete onboarding and subsequently become regular users? Adoption signals are e.g. how many people are signing up for an account or using a new feature. Common adoption metrics include the registration, download, feature adoption rate.
    4. Retention: How many users are returning to the product? How many of them are renewing their subscription, staying active, or making purchases? What is the subscription renewal rate?
    5. Task success: Is it easy for users to achieve their goals quickly? Are they able to complete tasks efficiently and finding/viewing content quickly? How long does it take users to complete a task?
  3. After the data has been collected, it can be discussed how to deal with it. Is there an area that is performing particularly well or poorly? How could poorly performing areas be improved in such a way that they perform better?
What you need
  • HEART Framework worksheet
  • Pen
External resources
  • Goals, Signals and Metrics | Key Business Metrics
    by Udacity
Do you have a question?
These methods might seem simple, but applying them in a real project is another story. We’re there to help. If you have any questions, do not hesitate to get in touch with us at the User Experience Strategy & Design team.
Ask Away!
Explore similar methods
Low-Fidelity Prototypingcreation
1+ Participants
30 – 70 min

Develop innovations, by going new and previously unexplored ways.

Future Trendsobservation
2+ Participants
45 – 90 min

Discuss and assess topics that may become trends in the future.

Personasobservation
1+ Participants
30 – 90 min

Get to know the target group and have a foundation for future decisions.

World Caféobservation
12+ Participants
4 h – 5.5 h

Let people explore different approaches in a short period of time.

Innovation Boardimplementation
2+ Participants
120 min – 1 d

Evaluate the most important steps towards digital innovation.

© Merck KGaA, Darmstadt, Germany, 2022.
Follow us
  • Dribbble
  • Instagram
  • Medium
  • Behance
Phases
  • Observation
  • Creation
  • Implementation
  • Validation
Learn more
  • About Us
  • User Experience Strategy & Design
  • Liquid Design System
Legal
  • Data Privacy
  • Terms and Conditions
  • Imprint
Follow us
  • Dribbble
  • Instagram
  • Medium
  • Behance
This website uses cookies to give you the best, most relevant experience. Using this website means you’re OK with this. You can change which cookies are set at any time – and find out more about them in our Cookie Policy.