HEART stands for Happiness, Engagement,
Adoption, Retention, & Task Success.
The HEART framework is a set of user-centered
To evaluate the quality of the user experience, and
help teams measure the impact of UX changes.
Google HEART Framework?
What is the
The 5 Factors of
the HEART Framework
Evaluate a single feature in your app or a whole product using the each of the 5 factors.
How do users feel about your product?
Customer satisfaction surveys, app ratings
& reviews, Net Promoter Score
Responding to surveys, leaving 5-star
ratings, sending feedback
How often are people coming back
to use the product?
Average session frequency, average session
length, number of conversions
Spending more time in app
How many people complete the onboarding
process and become regular users?
Download rate, registration rate,
feature adoption rate
Downloading/launching app, signing
up for account, using new feature
What percentage of users are
returning to the product?
Churn rate, subscription renewal rate, CLTV
Staying active in app, renewing a
subscription, making repeat purchases
Can users achieve their goal quickly and easily?
Search exit rate, crash rate, efficiency (how
long it takes users to complete the task),
effectiveness (percent of tasks completed)
Finding and viewing content
quickly, completing tasks efficiently
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THE INTELLIGENT MOBILE MARKETING PLATFORM