This content originally appeared on NN/g latest articles and announcements and was authored by Page Laubheimer
Summary: The HEART framework is great for B2C products but is lacking for workplace applications where users cannot choose the product. CASTLE offers a complementary assessment framework for UX that focuses on the needs of internal product teams.
Google’s HEART framework is a flexible and easy-to-understand way to define metrics for user experience. HEART is an acronym standing for H appiness, E ngagement, A doption , R etention, and T ask success; those five areas are key constructs meant to account for the most important aspects of the user experience. Each of those five key constructs is broken down into high-level goals, behavioral signals, and quantifiable metrics.
While this framework is flexible and robust in most circumstances, several of its dimensions ( engagement , adoption, and retention) are meaningful only for consumer products, where the user can decide whether to use the product. If you work on products that people use for their work (such as enterprise products , intranets , healthcare systems, government tools, and many other types of complex apps ), where the end user may not get to choose whether to use your product, the HEART framework is less applicable.
Retention, for example, is not meaningful when your users must use your product as part of their job. Then user retention will be directly correlated with your employee attrition rate — not a particularly useful measure of the user experience (though, I suppose, a piece of software could be so unusable that employees quit when forced to use it).
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This content originally appeared on NN/g latest articles and announcements and was authored by Page Laubheimer
Page Laubheimer | Sciencx (2023-01-29T20:00:00+00:00) CASTLE Framework for Productivity/Workplace Applications. Retrieved from https://www.scien.cx/2023/01/29/castle-framework-for-productivity-workplace-applications/
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