The HEART framework for UX metrics
At Google I was part of a group of quantitative UX researchers; we decided to think of large-scale usage data analysis as just another UX research method. We developed a couple of useful methods to help choose and define appropriate metrics that reflect:
- The quality of user experience (the HEART framework: Happiness, Engagement, Adoption, Retention, Task success)
- The goals of your product or project (the Goals-Signals-Metrics process)
For an introduction, start with my blog post for Google Ventures, How to choose the right UX metrics for your product.
The academic reference is Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications, which I wrote with my co-workers Hilary Hutchinson and Xin Fu, for ACM CHI 2010.