HEART Framework Template

Improve user experience by measuring how satisfied customers are with your product.

Start a Canvas

Apply a user-centric approach to measure user experience at scale
Gather valuable insights and improve UX design
Collaborate seamlessly with others using in-app video conferencing, synchronous editing, real-time mouse tracking & change previews

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Pre-designed templates for the HEART Framework Analysis

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Guide and Best Practices

The HEART Framework is a set of user-centric metrics that was developed to evaluate the quality of user experience and help teams measure the impact of UX changes.

How to use the HEART framework

Open a pre-made HEART template on the Creately app and invite team members to share their input on the canvas.
The model uses 5 measures; happiness, engagement, adoption, retention, and task success which is plotted on the Y-axis and has ways to measure each on the X-axis. The X-axis lists down Goals, Signals, and Metrics.
Begin by filling out the happiness section, which captures users’ satisfaction. Data for this can be gathered from user satisfaction surveys.
Engagement captures how regularly users interact with your product.
Adoption measures the number of people that use your product in a given period of time. This allows you to understand how well you are capturing a new business.
Retention measures how long a customer sticks with your product. If you are seeing a significant churn rate you may need a deeper investigation into how UX design can lead to greater retention.
Task success is measured by factors like efficiency (how long it takes users to complete the task) effectiveness (percent of tasks completed), and error rate.