Google uses the HEART framework to measure UX quality on a large scale. It consists of a set of user-centric metrics (not all of which is always applicable) that are as follows:
1. Happiness: Measuring satisfaction through a user survey. This could be framed as ease of use or a Net Promoter Score.
1. Engagement: How much the user interacts with the product (frequency, intensity, duration, etc.). It’s the most meaningful when there are several alternatives available.
1. Adoption: The rate of new users over time. Note what channels new users are arriving from — referred adoptions are highly meaningful when it comes to evaluating UX.
1. Retention: Measuring if existing users continue to use the product. The opposite of retention is churn.
1. Task success: The percentage completion of tasks that the user has set out to do. Remote usability testing is an option to conduct this.
Product managers can use this with the
Goals-Signals-Metrics framework to create high-level overviews of UX improvements.
To do this, create a matrix with the HEART variables on the vertical axis, and Goals, Signals, and Metrics each occupying a column.
Identify the user’s Happiness as it relates to their Goals, Signals, and Metrics, and continue to do this for each HEART variable.
