The content in this workbook is based on the Google HEART Framework and process (https://research.google.

com/pubs/ar

The HEART Process

1. Identify Goals

2. Determine Signals
3. Identify Metrics
4. Prioritize and Select Metrics

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HEART Framework and process (https://research.google.com/pubs/archive/36299.pdf)

Pick the HEART dimension(s) that are most relevant to the project.

Determine which project goals rely strongly on the user expereince. Map those goals to the selected HEART dimension(s).

For each mapped goal, identify behavioral and/or attitiudinal indicators of success (or failure)

Determine possible ways to measure each of the signals over time (in alignment with the associated project goal)

Review and prioritize metrics based on value, and difficulty/feasibility. Based on prioritization, select set metrics to be used

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 UX Dimension # Goals #
Happiness •
Happiness •
Happiness •
Happiness •
Happiness •
Happiness •
Engagement •
Engagement •
Engagement •
Engagement •
Engagement •
Engagement •
Adoption and •
Retention
Adoption and •
Retention
Adoption and •
Retention
Adoption and •
Retention
Adoption and •
Retention
Adoption and •
Retention
Task Success •
Task Success •
Task Success •
Task Success •
Task Success •
Task Success •

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 Signals # Metrics Insight
• •
• •
• •
• •
• •
• •
• •
• •
• •
• •
• •
• •
• •

• •

• •

• •

• •

• •

• •
• •
• •
• •
• •
• •

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Effort Comments

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 HEART Example:
This shows how HEART could be used to identify a set of UX
metrics for a new mobile app that enables "on the go" invoice
approval for users in a large organization

UX Dimension # Goals #
Happiness 1 • App serves as a trusted easy-to-use tool 1.1
for invoice approval on the go

Happiness 1 • App serves as a trusted easy-to-use tool 1.1.

for invoice approval on the go

Happiness 2 • App is perceived as valuable by all users 2.1.

despite varying number of invoices to
approve

Adoption and 3 • App is utilized as an alternative to the 3.1.

Retention laptop

Adoption and 3 • App is utilized as an alternative to the 3.2.

Retention laptop

Adoption and 3 • App is utilized as an alternative to the 3.2.

Retention laptop

Adoption and 3 • App is utilized as an alternative to the 3.3.

Retention laptop

Adoption and 3 • App is utilized as an alternative to the 3.4.

Retention laptop

Adoption and 4 • Users recommend app to colleagues 4.1.

Retention
Task Success 4 • Users can effectively disposition invoices 5.1.
on app
Task Success 4 • Users can effectively disposition invoices 5.1.
on app
Task Success 4 • Users can effectively disposition invoices 5.2.
on app

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 Signals # Metrics Insight
• User perception 1.1.1. • User satisfaction scores over time H

• User perception 1.1.2. • Comparison of baseline and post L

implementation System Usability Scale
(SUS) scores

• User perception 2.1.1. • User satisfaction score trends over time M

for users with a large number of invoices
compared with users with a small number
of invoices

• App downloads 3.1.1. • Unique app installs over time L

• Continued app use 3.2.1. • App deletion rates over time M

• Continued app use 3.2.2. • App usage tracking over time H

• App usage 3.3.1. • App launch frequency per day, week, H

month, etc. as compared to baseline of
mobile app and laptop

• Approvals performed on laptop vs 3.4.1. • Ratio of total invoices dispositioned on H

app app vs. laptop over time

• Net Promoter Score (NPS) for app 4.1.1. • Relative change in NPS over time H

• Complete disposition of individual 5.1.1. • Ratio of invoices dispositioned by user on H

invoices on app the app v. laptop over time
• Complete disposition of individual 5.1.2. • Time taken to disposition an invoice once L
invoices on app it arrives in inbox
• Invoice disposition error rates 5.2.1. • Error rate comparison of laptop v. mobile H

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Effort Comments
L SELECTED

L App installation is not

the same as use

L SELECTED

L SELECTED

M Consider for later

L SELECTED

L SELECTED

M Consider for later

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