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How to Use the Google HEART Framework


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Learn what the Google HEART Framework is, and how you can use it to improve your app's UX.

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How to Use the Google HEART Framework

  1. 1. What is the Google Framework? HEART
  2. 2. HEART stands for Happiness, Engagement, Adoption, Retention, & Task Success. The HEART framework is a set of user-centered metrics. GOAL To evaluate the quality of the user experience, and help teams measure the impact of UX changes. Google HEART Framework? What is the
  3. 3. 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. APPLICATION
  4. 4. Happiness 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 SIGNALS METRICS
  5. 5. Engagement How often are people coming back to use the product? Average session frequency, average session length, number of conversions Spending more time in app SIGNALS METRICS
  6. 6. Adoption 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 SIGNALS METRICS
  7. 7. Retention 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 SIGNALS METRICS
  8. 8. Task Success 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 SIGNALS METRICS