Google’s HEART framework — A Critical Evaluation
Dhruv Ghulati

Thanks for the writeup! I’ve used Google’s HEART framework as a starting point while working with non-UXers, which I feel is what it excels at. Using the framework, we go through the 5 elements, discussing the following:

  1. Is this element highly relevant to the goals of our project? If not, we will either deprioritize it or not track it entirely.
  2. Which signal(s) and metric(s) within this element are important and feasible indicators of success for this project? At this stage, we may move away from a specific metric because it would take too much time/effort to track.
  3. Do the metrics we’ve selected holistically represent our goals for the project? If not, we consider how to modify our success metrics (although so far my teams have been satisfied with what we’ve come up with using HEART).

In my opinion, the HEART framework does a great job of stimulating ideas within a team. Which goals are important will vary from project to project and it is vital to understand which are key to your team’s success. Additionally, GSM provides a good path in getting from the higher level goal to a specific metric and makes it clear for those who do not have engineering/UX/etc. experience.

In regards to your thoughts on the lack of importance of task success, I find it incredibly important to track for certain projects. While designing a fairly complicated flow that users would navigate through often(many of whom are not incredibly tech-savvy), it was necessary to understand the performance of users through this flow. Task success as a goal did a good job of covering this base.

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