Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications

Kerry Rodden
Xin Fu
Proceedings of CHI 2010, ACM Press

Abstract

More and more products and services are being deployed
on the web, and this presents new challenges and
opportunities for measurement of user experience on a large
scale. There is a strong need for user-centered metrics for
web applications, which can be used to measure progress
towards key goals, and drive product decisions. In this
note, we describe the HEART framework for user-centered
metrics, as well as a process for mapping product goals to
metrics. We include practical examples of how HEART
metrics have helped product teams make decisions that are
both data-driven and user-centered. The framework and
process have generalized to enough of our company’s own
products that we are confident that teams in other
organizations will be able to reuse or adapt them. We also
hope to encourage more research into metrics based on
large-scale behavioral data.