> 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/what-intelligence-measures.md).

# What Intelligence measures

The four measurement areas in Intelligence and the question each one answers.

Intelligence[^1] shows how well each application works for the people using it, and proves what changed. It tracks where performance falls short and whether improvement targets are being met. Which applications are in use across the organization is covered by [Visibility](/visibility/overview.md).

## What each measurement area answers

<table><thead><tr><th width="168.71923828125">Measurement area</th><th>What it answers</th></tr></thead><tbody><tr><td><a href="/intelligence/heart.md">HEART</a></td><td>How well each application is performing, scored across five dimensions</td></tr><tr><td><a href="/intelligence/goals.md">Goals</a></td><td>Whether specific improvement targets are being met, measured against a target and a deadline</td></tr><tr><td><a href="/intelligence/tasks.md">Tasks and Tags</a></td><td>Which workflows and actions are tracked. Tasks feed completion data into HEART; Tags do not</td></tr><tr><td><a href="/intelligence/surveys.md">Surveys</a></td><td>How users rate their experience across standard surveys, NPS, and CSAT</td></tr></tbody></table>

#### [HEART Score](/intelligence/heart.md)

The HEART Score[^2] scores how well each application is used across five dimensions: Happiness, Efficiency, Adoption, Risk, and Task Success. The scoring is standardized and not configurable, so scores are comparable from one application to the next.

Not all dimensions produce data immediately. Happiness and part of Adoption start automatically. Efficiency, Risk, and Task Success depend on tasks and validators being set up in the application, so a score starts partial and fills in as that content is built.

#### [Goals](/intelligence/goals.md)

Goals track whether specific improvement targets are being met. Each goal has a metric, a target, and a deadline, and progress is measured automatically against Userlane data. You might track adoption, training completion, task efficiency, or any other metric that matters to the business.

Goals are distinct from HEART. HEART is standardized and runs continuously. Goals are configured per account and track a specific commitment over a specific period.

#### [Tasks](/intelligence/tasks.md) and [Tags](/intelligence/tags.md)

Tasks and Tags define what gets measured. A Task describes a multi-step workflow, and a Tag describes a single interaction. Tasks feed the Task Success dimension of HEART directly, which makes them the link between what you define and what the score reflects.

Tags are standalone. They capture individual actions and appear in analytics, but they do not feed HEART. Neither Tasks nor Tags show anything to end users: they define measurement, not assistance content.

#### [Surveys](/intelligence/surveys.md)

Survey analytics show how users respond to standard in-app surveys, Net Promoter Score (NPS) surveys, and customer satisfaction (CSAT) surveys. CSAT results feed the Happiness dimension of HEART. Surveys belong to Intelligence because their purpose is measurement: understanding how users experience an application.

## How the measurement areas connect

The HEART Score measures how well each application is used. Tasks and Tags define the specific workflows and actions to track. Goals set targets against the data the HEART Score produces. Surveys capture how users experience the applications and feed the Happiness dimension.

Outcomes from Assistance, such as guide completions and validator results, feed these measurements. This completes the loop: Visibility shows which applications need attention, Assistance acts on it, and Intelligence proves the result. Intelligence results then appear in Portfolio Overview, next to the usage data from Visibility.

<div data-with-frame="true"><figure><img src="https://259567114-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF6bxg8i3T6U4vZ3k7PHi%2Fuploads%2FrcPpxbp56E9QUDIq1uri%2FPortfolio%20Overview.png?alt=media&#x26;token=ac92ea2b-5774-4fca-940b-0d42e13ccbfe" alt="Portfolio Overview showing measurement results across applications"><figcaption><p>Intelligence results appear in Portfolio Overview next to usage data from Visibility.</p></figcaption></figure></div>

## What Userlane measures and what it does not

Userlane measures browser-based activity. Any application that runs in a browser with the browser extension[^3] deployed is visible: SaaS platforms, internal web applications, browser-based AI tools, and web portals. Userlane sees page visits, feature usage, navigation patterns, and workflow completions within these applications.

Desktop applications, native mobile applications, command-line tools, and server-side processes are outside measurement scope. AI features embedded in desktop applications, such as copilots inside locally installed productivity software, are also not visible.

Estate-wide measurement requires the browser extension on every device in the fleet. Without it, no usage data is collected, and the more devices run it, the more complete the picture.

Deployment options and prerequisites are covered in [How Userlane is deployed](/deployment/rollout/how-userlane-is-deployed.md) and [Roll out the extension](/deployment/rollout/roll-out-the-extention.md).

## Relevant articles

{% content-ref url="/pages/TBF4QYHDMWQghy26u8xI" %}
[HEART](/intelligence/heart.md)
{% endcontent-ref %}

{% content-ref url="/pages/Obq5TwN0clOCNcK1S45t" %}
[Overview](/visibility/overview.md)
{% endcontent-ref %}

{% content-ref url="/pages/nJSkeXwSmCTopscQ7Fmx" %}
[Tasks](/intelligence/tasks.md)
{% endcontent-ref %}

{% content-ref url="/pages/LCQejl2Si2P5rS4eFClz" %}
[Visibility, Assistance, and Intelligence](/getting-started/orientation/visibility-assistance-and-intelligence.md)
{% endcontent-ref %}

## FAQ

<details>

<summary>What is Intelligence?</summary>

Intelligence is the part of Userlane that shows how well each application works for the people using it and proves what changed. It includes the HEART Score, Goals, Tasks and Tags, and Surveys.

</details>

<details>

<summary>What applications can Userlane measure?</summary>

Web applications and browser-based tools used in Google Chrome or Microsoft Edge. Desktop applications, native mobile applications, and server-side processes are outside measurement scope.

</details>

<details>

<summary>What are the five HEART dimensions?</summary>

Happiness, Efficiency, Adoption, Risk, and Task Success. Each dimension captures a different aspect of how an application is used.

</details>

<details>

<summary>How does Intelligence relate to Visibility and Assistance?</summary>

Visibility shows which applications are in use across the organization. Assistance acts inside each application. Intelligence proves whether that action worked. Together they form a closed loop: measure, act, prove.

</details>

<details>

<summary>Does HEART need all five dimensions to have data?</summary>

No. A score starts partial. Happiness and part of Adoption produce data automatically. Efficiency, Risk, and Task Success depend on tasks and validators being set up in the application. Partial scores are expected during initial rollout and fill in as that content is built.

</details>

[^1]: Intelligence is one of Userlane's three parts, alongside Visibility, which shows which applications are in use, and Assistance, which helps people inside each application.

[^2]: The HEART Score is a normalized score on a fixed scale. The letters stand for the five dimensions: Happiness, Efficiency, Adoption, Risk, and Task Success.

[^3]: The browser extension is the Chrome or Edge extension that delivers Userlane and collects usage data from browser-based applications.


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