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HEART Framework

Definition

A user-experience metrics framework from Google that measures five dimensions: Happiness, Engagement, Adoption, Retention, and Task success. For each dimension, teams define Goals, Signals, and Metrics. PMs use HEART to establish a balanced scorecard of UX quality that goes beyond a single vanity metric.

Why It Matters for Product Managers

Understanding heart framework is critical for product managers because it directly influences how teams prioritize work, measure progress, and deliver value to users. PMs use HEART to establish a balanced scorecard of UX quality that goes beyond a single vanity metric. Without a clear grasp of this concept, PMs risk making decisions based on assumptions rather than evidence, which can lead to wasted engineering effort and missed market opportunities.

How It Works in Practice

Teams typically implement this framework by following a structured process:

  • Introduce — Share the framework with the team, explaining the problem it solves and when it is most useful.
  • Calibrate — Run a practice session with a small set of real examples so the team develops a shared understanding of how to apply it.
  • Apply — Use the framework on actual backlog items, roadmap decisions, or discovery questions during a dedicated working session.
  • Review — After a cycle (sprint or quarter), evaluate whether the framework produced better outcomes and adjust how the team uses it.

    • The goal is not to follow heart framework dogmatically but to use it as a thinking tool that brings structure to decisions that would otherwise rely on gut feel.

    Common Pitfalls

  • Applying the framework mechanically without understanding the reasoning behind each step.
  • Using the framework as a substitute for product judgment rather than as an input to decisions.
  • Skipping calibration sessions, which causes inconsistent scoring or categorization across the team.

    • Related Terms

    AARRR (Pirate Metrics)NPS (Net Promoter Score)DAU / MAU (Daily Active Users / Monthly Active Users)

    Frequently Asked Questions

    What is heart framework in product management?+
    A user-experience metrics framework from Google that measures five dimensions: Happiness, Engagement, Adoption, Retention, and Task success. Product managers use this concept to make more informed decisions and deliver better outcomes for users and the business.
    When should a PM use heart framework?+
    Use heart framework when you need a structured approach to make decisions that would otherwise rely on opinion or gut feel. It is especially valuable during prioritization, planning, and stakeholder alignment sessions where a shared framework brings rigor and transparency.
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