This five part survey template corresponds to the five HEART metrics. Each part is a simple question, sometimes with a conditional follow-up question, to explore how the users perceive their experience.
The HEART survey provides direct insights of what users think, it is also important to match the qualitative data with quantitative product usage, such as engagement time, adoption percentage, retention ratio, and task completion rate.
You can and should adjust the survey to your specific product, and minimize the survey questions as well. However, you always need to be “happy” because the happiness signal need direct input from your users, unlike the other four metrics which you can use the measurements from product’s behavioral data.
The HEART framework helps product teams evaluate the user experience, and monitor the impact from the changes made to the product or service. Pay attention to the selection of your target audience, whether it’s for the survey series or just an individual micro survey. Here are some ideas:
The happiness metric is about user satisfaction, calculating an average satisfaction score by summing up all the scores and divide by the total number of responses over a certain time range. Compare the score collected on different product features or user segments.
Usersnap’s project insights dashboards show score calculations and charts of the survey answers with a time range filter. The data can also be exported or connected to data analysis visualization tools, such as Power BI.
Use these insights to inform your product development strategy. For instance, you would prioritize improving a certain feature when the HEART scores are lower for it. Continuing to provide features that resonate with users and engaging content.
Pricing and packaging your products and services is a continuous optimization process and requires profound understanding of your users, buyers, as well as competitors.
Understanding the Jobs-to-Be-Done is the cornerstone of successful product design and delivery.
Hear how customers feel about their effort required with your product.
Ask the right users at the right time to join you for a future research interview.
Confirm all testing scenarios internally in preparation for your beta release.
Make reporting issues faster for your users, with screenshots, a comment, and annotations.