​

HEART Framework (for SaaS)

The HEART framework, originally by Google, is a comprehensive analytics model for measuring user experience. In SaaS, it is adapted to focus on:

• Health (NPS & satisfaction)
• Engagement (session duration, frequency)
• Adoption (goal & feature usage, new users)
• Retention (stickiness, returning users)
• Task Success (core feature completion)

This framework helps SaaS teams:

• Track user happiness and loyalty
• Understand feature and product adoption
• Identify friction and optimize user journeys
• Drive product-led growth with actionable metrics