Balancing User Needs and Business Goals for Product and Service Success
Jessica Lynn Campbell · 2024
This industry insights paper offers a framework for measuring the user experience (UX) in ways that focus on the user, but also account for business and organizational metrics for progress, performance, and success. HEARTBeat builds on a UX framework created by Google UX researchers. HEART refers to: Happiness, Engagement, Adoption, Retention, and Task success, and I added “Beat” to account for Business, Enterprise, Analytics, and Trends that are important to the business. HEARTBeat is a flexible and effective framework that helps Technical and Professional Communication (TPC) and UX practitioners balance user needs while aligning with business goals for product and service success.