What is HEART Framework and How to Use it?

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HEART framework

What is the HEART framework?

HEART Framework Definition

The HEART framework is a strategy for improving software user experience (UX). Using five user-centered indicators, you use the framework to assess any area of a business’s user experience.

The ‘HEART’ framework is an approach that intends to help a team improve the user experience for their product. And understand how updates and changes can affect the user interaction. 

‘HEART’ is an acronym for the user-centered metrics that helps calculate the user’s overall journey and engagement with the product using product management tools. 

H stands for Happiness: This metric determines if the users find the product helpful, fun, and easy to use. You measure it by the five-star rating, Net promoter score, surveys, customer reviews, and so on.

E stands for Engagement: This metric is about how the users engage with the product and whether or not they enjoy the content to keep coming back. You measure it by average session length, average session frequency, and the number of conversions

A stands for Adoption: This metric determines the value the user sees in the product or its new feature. You usually measure it by download, registration, and feature adoption rates. 

R stands for Retention: This metric measures how users return to the product to complete the main action. It gets reflected by the churn rate and the subscription renewal rate

T stands for Task success: This metric measures whether users complete their actions quickly and easily. You measure it by crash rate and search exit rate. 

How does the HEART framework work?

User experience designers and user researchers typically use the HEART framework. But because of the insights it provides about the success of particular metrics and aspects of your product. It can also benefit product managers in deciding how the product is performing using their product manager tools. 

The HEART framework is valuable for anyone involved in product development since it is user-centric and focuses on how a product or app meets a customer’s needs.

It’s critical to remember that HEART isn’t just a UX framework. It should be in the heart of every product manager because it’s data-driven and provides a wealth of helpful information about your users. 

It’s essential to track and measure the vital metrics that correlate to your signals. And assign the right signals to the right goals.

Since it is essential and easy, the HEART framework is a fantastic framework to employ. 

HEART is for large-scale projects initially, but it can get scaled-down into small projects with a few tweaks.

What is the history of the heart framework?

In 2010, Google UX specialists presented the HEART framework as a research paper. 

The research paper was named “Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications.” 

The team members were Kerry Rodden, Hilary Hutchinson, and Xin Fu. Their original paper states how mapping product goals to metrics can improve user experience

How to Use the HEART Framework? 

Simplicity is one of the most significant advantages of the HEART framework. It is a very flexible framework, and there is no hard-and-fast rule on applying this framework to your project. 

In some cases, you may not even need all of the five metrics where only one or two of them would suffice. 

To apply HEART successfully to your project, the ‘Goal-Signals-Metrics’ is a must: 


The first step to consider while applying the HEART framework is understanding the overall goals and features of any given product. It is to comprehend the team’s unique requirements.

For instance, you may say, “We want more traffic,” but you are looking for “We need more sales.” Seeing what needs to fit into the HEART metrics becomes simpler when the goals are understood. 


The second step is to translate the goals of the team into signals. 

Signals are the indicators that demonstrate the success or failure of the HEART metrics. 

For instance, engagement is signaled by spending more time with the product

Similarly, signals must be identified based on the goals and carefully observed to make the required modifications. 


The last step is to filter your goals and signals into metrics. These metrics help you analyze your progress in the long run and understand the user experience

For instance, looking at the previous example of engagement. And spending more time with the product, time is now defined by the average session lengths or frequency.

What are the advantages of the HEART framework? 

The framework’s abbreviation makes it simple to memorize and apply throughout discussions. This system follows and assesses the same user experience from numerous perspectives. Also, it helps in user satisfaction, retention, and so on. 

It can assist the organization in identifying key patterns, such as how enhancing one statistic may exacerbate the weaknesses of another.

Using this framework, a team may focus its efforts and resources on the aspects of the user experience. The experience they believe will have the most significant strategic influence on the product and the company’s bottom line.

You usually build it for massive projects, but it can also be used on smaller ones, making it easily scalable.

As marketing becomes increasingly user-centric, this framework makes it easier for marketers to collect needs from the user’s perspective.


Who invented the HEART framework?

A group of Google UX professionals established the HEART framework as a research report in 2010. The research paper got published under “Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications.” The team members were Kerry Rodden, Hilary Hutchinson, and Xin Fu. Their original paper states how mapping product goals to metrics can improve user experience.

When should I use the HEART framework?

When you wish to align your product goals and customer needs, it becomes crucial to use the HEART framework to understand the user experience, engagement, and journey. That will help you determine when it is right for you to use the HEART framework.

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