> For the complete documentation index, see [llms.txt](https://docs.userlane.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.userlane.com/intelligence/heart.md). # HEART The five-dimension score of how well an application works for the people using it, and how each dimension is measured. {% columns %} {% column %} {% content-ref url="/pages/ILiw0D1KrrpcJPxLRm7X" %} [Happiness](/intelligence/heart/happiness.md) {% endcontent-ref %} {% content-ref url="/pages/H0TpAAVoypgUSRX7TiLj" %} [Efficiency](/intelligence/heart/efficiency.md) {% endcontent-ref %} {% content-ref url="/pages/9TDDUjR52Lr6kGrXzXwF" %} [Adoption](/intelligence/heart/adoption.md) {% endcontent-ref %} {% endcolumn %} {% column %} {% content-ref url="/pages/t4TTFxHLL90DIKlqu8Yq" %} [Risk](/intelligence/heart/risk.md) {% endcontent-ref %} {% content-ref url="/pages/v7SOlgVUQT5Cd3NHaTih" %} [Task Success](/intelligence/heart/task-success.md) {% endcontent-ref %} {% endcolumn %} {% endcolumns %} HEART[^1] is Userlane's scoring model for how well an application works for the people using it. It produces a single score from 0 to 100 for each application, built from five dimensions: Happiness, Efficiency, Adoption, Risk, and Task Success. The score is normalized on a fixed scale and cannot be adjusted or configured, which is what makes scores comparable across applications. ## Reading a HEART scorecard
HEART scorecard for one application, with the overall score and five dimension cards

The overall score and dimension cards sit on the left; the selected dimension's detail sits on the right.

The HEART page for an application has two panels. The left panel shows the overall HEART scorecard and a card for each of the five dimensions. The right panel shows the detail for the selected dimension. Each dimension card shows a score from 0 to 100 and an arc chart. ## The five dimensions Each dimension measures a different aspect of how an application is used. {% columns %} {% column width="41.66666666666667%" %} ### Happiness Happiness measures how people feel about the application. Userlane runs a standardized customer satisfaction (CSAT) survey automatically each quarter, delivered to a rolling sample of active users. A drop after a major update is often the first sign that the change caused problems people are not reporting elsewhere. ### Efficiency Efficiency is about how well people do the work, not whether they finish it (that is Task Success). It tracks whether users complete tasks[^2] at a consistent pace and whether the workforce gets faster over time. If a payroll process takes three times longer for one team than another, Efficiency surfaces the gap. {% endcolumn %} {% column width="58.33333333333333%" %} ### Adoption After a rollout, the first question is usually whether the tool stuck or whether people drifted back to the old way. Adoption answers that. It tracks license utilization, engaged user rates, and user persistence: whether someone who used the application last month came back this month. ### Risk Risk tracks whether processes are followed and data stays clean. It draws on error rates from validators, which check whether people enter correct values into forms and fields. A rising Risk score catches data quality problems before bad data reaches a report, a billing run, or another system. ### Task Success Task Success measures whether people finish what they set out to do. The score is a completion ratio weighted by volume: a task with 10,000 starts matters more than one with 10 starts. Combined with the step-by-step funnel on the Tasks page, it shows where in a process people drop off. {% endcolumn %} {% endcolumns %} ## How the score is calculated The HEART Score combines the five dimension scores into one normalized score from 0 to 100. Each dimension carries a fixed weight. When a dimension has no data, for example because no tasks are defined yet, that dimension is inactive and its weight is redistributed across the dimensions that do have data. The score still works; it reflects fewer dimensions. As you configure more capabilities, the score fills in. The scoring method changes only in coordinated releases, at most twice a year, and every change is disclosed in the release notes. ## Understanding the score ### Data readiness Every HEART Score and every dimension score comes with a data readiness[^3] indicator.
StateWhat it means
ReadyEnough data to report and compare. The score is stable.
CalibratingData is accumulating. The score will change as more data arrives.
Input NeededA prerequisite is missing. For example, tasks or validators have not been configured yet.
Most setups start with a partial score. Happiness and parts of Adoption produce data automatically, but Efficiency, Risk, and Task Success depend on tasks or validators being configured. The score becomes more complete as more capabilities are set up. ### AI Insights Each dimension has AI-generated insights that appear automatically in the detail panel: a plain-language summary of what drives the score and a recommended action. ### Comparing scores by audience HEART scores can be filtered by audience to compare how different groups of users perform: the London office against the Berlin office, or new hires against experienced staff. Audiences are configured in [Audiences](/administration/audiences.md). ## How HEART connects to other capabilities HEART does not collect its own data. It draws on other Userlane capabilities. [Tasks](/intelligence/tasks.md) provide the definitions that feed Efficiency and Task Success. Without tasks, those two dimensions have no data. [Validators](/assistance/in-app-guidance/validators.md) provide the error rates that feed Risk. The standardized CSAT survey feeds Happiness. Adoption draws on data Userlane collects automatically through the browser extension, except for license utilization, which needs an expected user count. [Goals](/intelligence/goals.md) is a separate capability that sits alongside HEART. A goal tracks a customer-defined target, such as reducing the time to complete a process by 20% within six months. Goals do not alter HEART scores, but each goal can show its associated HEART dimension for context, so HEART helps explain whether a goal is on track. {% hint style="info" %} **Earlier HEART version.** The current HEART replaces the earlier Engagement and Retention dimensions with Efficiency and Risk. The HEART page for an individual application defaults to the current version, with an option to switch back to the earlier one. The multi-application view and audience comparison show the current version only. {% endhint %} ## Relevant articles {% content-ref url="/pages/nJSkeXwSmCTopscQ7Fmx" %} [Tasks](/intelligence/tasks.md) {% endcontent-ref %} {% content-ref url="/pages/BJ6uX7MdEouMq5jZDQtF" %} [Creating validators](/assistance/in-app-guidance/validators.md) {% endcontent-ref %} {% content-ref url="/pages/4EEk0gccQqxf2edKlhId" %} [Goals](/intelligence/goals.md) {% endcontent-ref %} {% content-ref url="/pages/eZyCMoDQCbFnb6Z0c7g7" %} [Surveys](/intelligence/surveys.md) {% endcontent-ref %} {% content-ref url="/pages/lVitXEqBKM8HoK5zj5yq" %} [What Intelligence measures](/intelligence/what-intelligence-measures.md) {% endcontent-ref %} ## FAQ
What is the HEART Score? A value from 0 to 100 that measures how well an application works for the people using it. It combines five dimension scores: Happiness, Efficiency, Adoption, Risk, and Task Success.
What are the five HEART dimensions? Happiness measures user satisfaction. Efficiency measures task completion speed and consistency. Adoption measures how widely a tool is used and whether people return. Risk measures whether processes are followed and data is entered correctly. Task Success measures whether people finish what they started.
Does HEART require setup? Partially. Happiness and parts of Adoption produce data automatically. Efficiency and Task Success need tasks to be defined. Risk needs validators. Missing dimensions redistribute their weight, so the score works with whatever data exists.
What does Input Needed mean? A prerequisite is missing for that dimension. Once it is configured and enough data accumulates, the state moves to **Calibrating** and then **Ready**.
Can the HEART score be customized? No. The dimensions, weights, and calculation are fixed. That is what makes scores comparable across applications. Customer-defined targets are handled by Goals.
How often does the scoring method change? At most twice a year, in coordinated releases disclosed in the release notes.
Does setting a goal change the HEART score? No. Goals and HEART run in parallel. A goal tracks progress against a customer-defined target; HEART measures application health with a standardized method.
Who can see HEART data? Portfolio Owners, Admins, Moderators, and Analytics Viewers. Contributors, Finance Managers, and Deployment Managers cannot.
[^1]: HEART is the five-dimension framework Userlane uses to score how well an application works for the people using it. The letters stand for Happiness, Efficiency, Adoption, Risk, and Task Success. [^2]: A task in Userlane is a defined multi-step process tracked automatically. Userlane measures every attempt against the definition to produce completion rates, efficiency data, and step-by-step drop-off analysis. [^3]: Data readiness shows whether enough data exists for a HEART score or dimension score to be meaningful. It reports one of three states: Ready, Calibrating, or Input Needed. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.userlane.com/intelligence/heart.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.