Google’s HEART framework — A Critical Evaluation
Dhruv Ghulati
41713

Thanks for a critical review of the HEART framework. I agree with some of your points and disagree with others.

  1. Signal and Metrics seem very closely related and I think your “overthinking” it. When working in a large enterprise you can’t explain things simple enough for a lot stakeholders who’s job is not in engineering, research, UX, design etc.
    For me signals are WHAT happens when the goal is reached (a profile created, an app downloaded, an email triggered) and measure is HOW we quantify these events (mostly analytics, but sometimes a survey or verbatim feedback).
  2. Task success is HUGELY important for UX measurement and improvements. It’s the basis for most usability tests, is it not? We need to measure how many users can actually complete a task (sign up, retrieve a password, make a payment, choose the right shipping rate, etc.). And more granularly, how long did it take, how many times did they have to correct their input, etc.

The HEART framework is not the ant’s pants of measurement, but a simple enough framework that improves most businesses’ approach to measuring success, which is usually just checking the bounce rate of their homepage and conversion rate of the email subscription...