We would like to introduce you to a unified adoption metrics tool: HEART score. Overall, it tells you if users are using software to its full potential and in return maximizing the value that software was designed to bring. With the HEART framework, we are providing you with an effective way to learn more about digital adoption insights.
HEART is a user-centred metrics framework. It was developed by Google to evaluate the quality of the user experience. Our idea was to adjust this framework for tracking digital adoption efforts across all your applications.
Why use HEART
By better understanding digital adoption, you will be able to know which aspects of your applications are performing well and what could be improved. You can identify the part of the system that is not being utilized and have the data-backed decisions about what content needs to be created with Userlane to engage your users.
We help you to get the most out of applications and to understand the impact and risks in terms of digital adoption.
HEART score describes this by answering the questions below:
|“H” Happiness||Users are satisfied with the application and are likely to recommend it.||NPS, Surveys||Read more|
Users interact with the application actively.
Average session duration
|“A” Adoption||Users come to the application and utilize it broadly.||Users Growth Rate|
|“R” Retention||Users keep coming back to the application.||Retention rate|
|“T” Task success||Users accomplish their Tasks.||Tag Interaction||Read more|
How are scores rated?
We are using a 5-point scale for every letter's assessment. Each score will have the following ranges: Very low (0-20), Low (21-40), Fair (41-60), High (61-80), and Excellent (81-100).
💡 Good to know
- These metrics support each other.
- If users are returning to your app, it usually means they find value in it.
- Good engagement will lead to faster and better task completion.
- It is common to wait at least 1 month to gain insightful metrics.