On the Evaluation of OLEs Using the HEART Framework

Abstract

In 2010 Google's researchers introduced the HEART framework for the evaluation of online products. HEART, which stands for Happiness, Engagement, Adoption, Retention and Tasks, tries to provide guidance on a set of key metrics that need to be measured in order to evaluate an online product in an objective and holistic manner. While each metric quantifies an angle of key factors, we need all of them in order to achieve safe conclusions. Our position is that the same framework could be used in the assessment of the deployment of an OLE. We present the framework and an example of its application.