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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