The HEART Framework is a simple way to measure user experience without drowning in vanity metrics. It helps you translate “we think it’s better” into clear signals your team can track and improve over time.
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HEART is a UX measurement framework made up of five lenses: Happiness, Engagement, Adoption, Retention, and Task Success. You use it to define what “good experience” looks like, then choose signals and metrics that prove whether you’re getting there.
Pick one product area or feature and one user group. If you try to measure everything, you’ll measure nothing.
For each row (H/E/A/R/T), write a goal in plain English. Example: “Users feel confident they booked successfully” (Happiness) or “New users complete setup in one session” (Task success).
Signals are the observable signs the goal is being met. They can be behavioural (returns, repeats, completes) or attitudinal (ratings, feedback, sentiment).
Now make it measurable: define the exact metric and how it’s calculated. Keep it simple: rate, count, time, error %, or score.
For each metric, ask: do we already capture this data? If not, what’s the smallest way to collect it (event tracking, quick survey, support tag)?
Record what “normal” looks like today (last 2–4 weeks). Baselines stop your team arguing about whether a change was real.
Decide what “better” means (even if it’s modest) and who owns watching it. You’re aiming for directionally useful, not perfect forecasting.
Decide how often you’ll review (monthly works well) and what you’ll do if a metric dips or improves (investigate, test, double down).
