HEART Framework
Google's way to choose UX metrics: Happiness, Engagement, Adoption, Retention and Task success.
Why it matters
It stops teams measuring only what is easy, and connects metrics to goals.
The essentials
- Happiness: satisfaction and attitude.
- Engagement: how much people use it.
- Adoption: new users or features taken up.
- Retention: people who keep coming back.
- Task success: efficiency, effectiveness and errors.
How to use it
- Pick only the categories that matter for this project.
- For each, set a Goal, a Signal and a Metric.
- Do not track what you will not act on.
Example
Goal: people find meals quickly. Signal: fewer searches per order. Metric: searches per completed order.