Google’s HEART Framework: Crafting Remarkable User Experiences ( UX )

Heart framework

In the competitive landscape of product management, prioritizing user satisfaction and engagement is pivotal.

Understanding User Experience (UX) is a cornerstone, making UX measurement crucial. Quantifying user interactions and analyzing engagement provide insights necessary for informed decisions, enhanced competitiveness, and superior product development.

UX measurement ensures products align with user expectations, fostering loyalty and retention. It pinpoints user difficulties, enhances usability, and drives continuous improvement.

Positive UX differentiates products, prevents dissatisfaction-driven churn, and validates decisions through data-driven insights.

Proactive issue detection, enhanced collaboration, design validation, and iterative progress contribute to effective, user-centered product management.

Various UX measurement frameworks exist, including HEART, SUS, NPS, and CES.

This article delves into demystifying and detailing the HEART framework’s implementation for UX evaluation.

What is Google’s HEART Framework ?

The HEART framework is an acronym that stands for: 

  • Happiness
  • Engagement
  • Adoption
  • Retention
  • Task Success.

The HEART framework, devised by Rodden, Hutchinson, and Fu at Google in 2010, tackles the limitations of traditional metrics by introducing user-centered measures for a comprehensive understanding of user experience across digital products.

Let’s deep dive into each section of the HEART Framework.


This metric evaluates user satisfaction and emotional response via surveys, feedback forms, and NPS ratings. It requires longitudinal tracking for accurate insights.

For instance, a dark mode launch might initially face backlash but can lead to user delight with subsequent enhancements.


Engagement measures the level of user involvement with the product. Engagement gauges user involvement via metrics like time spent, visits, and conversion rates. It measures attention investment and app usage intensity, frequency, and depth over time.


Adoption assesses user integration through metrics like sign-ups and feature use. It gauges a product’s ability to attract and engage new users over time.

For example, tracking new user installations, sign-ups, and logins helps understand user interest and enhance the product.


Retention signifies user longevity and success. Key metrics include DAU, WAU, and MAU, highlighting consistent engagement. Managing churn rate and retaining active users define the product’s value proposition.

Task Success

Value is gauged by task accomplishment and efficiency. Metrics like Error Rate, Failure Rate, and APR provide objectivity. Success criteria are set for tasks, e.g., login attempts and retries, to measure effectiveness and efficiency.

Usersnap template

The HEART framework is an excellent resource for teams of all sizes, from startups to major organizations. It can be used to assess the user experience of any product or service, regardless of complexity.

Here are some examples of how the HEART framework can be used:

  • A startup could utilize the HEART framework to evaluate the user experience (UX) of its Android App. By monitoring metrics such, as happiness, engagement, and adoption the startup can gauge how users are responding to the app. This valuable information can then be utilized to enhance the App’s usability and overall user-friendliness.
  • Similarly, a large organization could employ the HEART framework to assess the UX of its customer relationship management (CRM) software. By tracking metrics like customer retention and task success rates the corporation can gain insights, into how users are utilizing the software. This information can then be leveraged to optimize and enhance the efficiency and effectiveness of the software.

When should we use the HEART framework?

The HEART framework can be used at any stage of the product development lifecycle. It can be used to:

  • Setting goals: The HEART framework allows us to establish the metrics for a product or service user experience. For instance, a team may aim to increase user happiness by 10% or boost user engagement by 20%.
  • Assessing the UX: The HEART framework helps in evaluating the existing user experience of a product or service. This assessment can then guide us in identifying areas that require improvement.
  • Implementing changes to the product or service: The HEART framework enables us to monitor how changes made to the product or service impact its user experience. This feedback can then guide enhancements.
  • Prioritizing features and improvements: With the help of the HEART framework, we can prioritize features and improvements based on their impact, on user experience. This information assists teams in making use of their resources.
Rohit' framework for HEART

How to use the HEART Framework – Practical Examples

Let’s understand with the help of an example:

You’re the product manager for a hypothetical fitness tracking app, and you’ve conducted the survey to collect user feedback on the app’s user experience. Your survey garnered responses from 200 users.

1. Happiness

In this metric, you’re evaluating user satisfaction with the app.

  • Average Satisfaction Score Calculation: Sum up all the scores and divide by the total number of responses.
  • Insight: If the average score is high (e.g., above 8), it indicates that users are generally satisfied. If it’s low (e.g., below 5), it suggests dissatisfaction.

Example insights: The average satisfaction score is 8.7, which suggests that users are quite satisfied with the app’s overall experience.

2. Engagement

Here, you’re assessing how frequently users interact with the app and their perception of its usability.

  • Engagement Rate Calculation: Divide the number of users who use the app multiple times a day by the total number of respondents.
  • Insight: A high engagement rate implies strong user involvement, while a low rate might indicate users are less engaged.

Example insights: 35% of respondents use the app multiple times a day, indicating a healthy engagement rate.

3. Adoption

This metric measures how well users integrate the app into their routines and utilize its features.

  • Adoption Rate Calculation: Divide the number of users who have used a specific feature by the total number of respondents.
  • Insight: Higher percentages suggest better feature adoption, while low percentages might indicate underutilization.

Example insights: 60% of users have used Feature A, while only 15% have used Feature B, indicating varying levels of feature adoption.

4. Retention

Here, you’re evaluating how often users return to the app after their initial use.

  • Retention Rate Calculation: Divide the number of users who come back after initial use by the total number of respondents.
  • Insight: A high percentage indicates strong user retention, while a low percentage suggests poor retention.

Example insights: 75% of users return to the app after their initial use, indicating good retention.

5. Task Success

This metric gauges the ease with which users can accomplish tasks within the app.

  • Average Task Success Score Calculation: Sum up the task success scores and divide by the total number of responses.
  • Insight: A high average score implies users find tasks easy to complete, while a low score suggests difficulty.

Example insights: The average task success score is 7.2, indicating that users generally find it relatively easy to complete tasks.

HEART framework

Collating Insights

By putting these insights you can pinpoint areas that can be improved upon:

  • Feature Adoption: Take a look at the low adoption rate (15%) of Feature B to understand why users are not utilizing it. Consider making improvements or providing explanations to encourage its usage.
  • Task Success: Even though the overall task success score is 7.2,  delve into tasks that received lower scores. This will help identify any pain points and allow for improvements to enhance the user experience.
  • Engagement and Retention: It’s encouraging to see that 35% of users engage times a day and 75% return regularly. To maintain this level of engagement focus on providing updates and introducing new features.


Use these insights to inform your product development strategy.

For instance, you might prioritize improving Feature B, enhancing the usability of tasks with lower scores, and continuing to provide engaging content or features that resonate with users.

Here is an example of a detailed survey template designed to collect data for each HEART metric. You can adapt and customize this template according to your specific product, target audience, and research objectives.

Also Read: What is the CIRCLES method? Examples and Alternatives

HEART template from Usersnap

Discover what your users truly think with our HEART Framework Survey Template. Designed around the Happiness, Engagement, Adoption, Retention, and Task Success metrics, this template simplifies user feedback collection to help you understand and improve your product’s performance.

Tailor it to your needs, match it with behavioral data, and make data-driven decisions for a happier user base.

Elevate your product strategy by prioritizing enhancements based on real user insights. Start using our HEART Framework Survey Template today to drive meaningful improvements in user experience.


Navigating HEART Framework Pitfalls: Balancing Insights for Lasting UX Success

Embracing the HEART framework for user experience evaluation brings immense value, but potential pitfalls must be navigated thoughtfully.

Subjective metrics like “Happiness” can vary, contextual insights might be limited, and the user journey could be incomplete within this framework. Neglecting long-term impacts and overemphasizing quantitative data can lead astray, while failing to analyze metrics collectively could result in missed connections.

Cultural biases and demographic nuances must also be considered. To counter these challenges, supplement HEART metrics with qualitative methods, tailor the approach to your context, and blend quantitative insights with qualitative understanding.

template for user feedback

Remember, every challenge is an opportunity to refine your approach.

By embracing a holistic perspective, you’re equipped to shape exceptional user experiences that evolve with user needs.

Your commitment to balance and adaptability fuels continuous improvement, ultimately leading to user delight and product excellence.

Capture user feedback easily. Get more insights and make confident product decisions.

Microsurveys by Usersnap

Getting feedback has never been easier and we hope you’ve realized that after reading this article. Let us know what you think, your feedback is important.

And if you’re ready to try out a customer feedback software, Usersnap offers a free trial. Sign up today or book a demo with our feedback specialists.