How to Choose the Right UX Metrics

The HEART Framework helps measure the quality of user experience.


When you first launch a product, it can be difficult to zero in on the right metrics that define success. A common pitfall is to consider everything under the sun as mission critical. A while back our team at Digital Telepathy was introduced to HEART, a powerful framework that measures the quality of user experience. It’s been an extremely useful way to optimize the most important metrics for a project.

The framework, created by Kerry Rodden, a quantitative user experience researcher at Google, helps prioritize a variety of traditional and alternative measurements by rating them against the brand’s goals. HEART stands for:

  • Happiness
  • Engagement
  • Adoption
  • Retention
  • Task Success

The framework forces us to look at these metrics and decide which are most important to measure at each step of adoption. Instead of weighing down innovation by trying to tackle every element at once, HEART allows us to focus on specific elements and iterate based on prioritized metrics.

The challenge was that Rodden’s dense research can be hard to absorb at first. So, we took her beautiful framework and translated it into a simple, story-driven experience to help readers easily digest and understand how to apply HEART to their business. It’s a bit meta since we are using UX design to make an article about UX metrics easier to understand, but hopefully you get the idea.

Check out the HEART Framework experience