Created by:
James Shaw
What is the HEART framework?
The HEART Framework is an essential tool for product and marketing teams looking to deeply understand and improve user experience (UX). Originally crafted by Google’s Lead UX Researcher, Kerry Rodden, the framework breaks down user-centric metrics into five critical categories:
- Happiness
- Engagement
- Adoption
- Retention
- Task Success
Each metric focuses on a unique aspect of UX, providing you with actionable insights to enhance satisfaction, boost engagement, attract new users, and improve feature effectiveness.
What's inside the template?
This downloadable document introduces each of the five HEART metrics, outlining what they measure, why they matter, and how to apply them to your product.
Inside, you’ll find step-by-step instructions on setting goals, defining signals, and choosing metrics tailored to your UX goals. Plus, with practical examples, the guide demystifies tracking key behaviors, from understanding user satisfaction through surveys to tracking feature adoption rates.
How to use the HEART framework
- Set clear goals: Start by selecting one or two core areas to focus on. Each product stage might prioritize different metrics; for instance, new products might focus on “Adoption,” while established ones may lean toward “Retention.”
- Define signals: Map your goals to specific user actions or sentiments. These signals indicate if you’re on track—whether it’s increased task completions, longer session times, or fewer churned users.
- Select trackable metrics: Break down signals into quantifiable metrics to capture real-time data. For example, for “Adoption,” track signups or feature activation rates.
Download your HEART framework document
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