Metrics Description - HEART Framework

The HEART Framework (Happiness, Engagement, Adoption, Retention, and Task Success) is a UX-centric model developed by Google to help teams track and improve user experience across digital products. This page outlines how Get That Bread uses the HEART model to measure success, identify pain points, and inform product decisions.

Happiness

Measures user attitudes, satisfaction, and emotional response to the app.

Key Metrics:

• Net Promoter Score (NPS) - Measures likelihood of recommending the app to others (0–10 scale).
• Customer Satisfaction Score (CSAT) - Measures user satisfaction with the app (1–5 scale).
• High Star Ratings - Percentage of 4–5 star reviews.
• Positive Online Reviews - Frequency and tone of reviews mentioning ease-of-use or helpfulness.

Collection Methods:

• NPS: Post-login survey/survey button; Firebase Custom Event.
• CSAT: In-app rating button/prompt.
• Ratings: Pulled from Play Store reviews.

Engagement

Measures how actively users interact with the app and its features.

Key Metrics:

• Daily Active Users (DAU) - Count of unique users active each day.
• User Time on App - Average session duration.
• Number of Logins - Total login events per user.

Collection Methods:

• DAU: Firebase Authentication Dashboard.
• User Time: Firebase Analytics > Engagement.
• Logins: Firebase Auth logs.

Adoption

Tracks how many new users onboard and begin using the app meaningfully.

Key Metrics:

• Registration Rate - Percentage of visitors who complete sign-up.
• Download Rate - Number of downloads per time period.
• Subscription/Purchase Rate - Conversion to paid features or donations.
• Click-Through Rate (CTR) - Clicks on key onboarding flows ("Golden Path").

Collection Methods:

• Registration: Google Analytics Funnel tracking.
• Downloads: Google Play / App Store developer dashboards.
• Subs/Purchases: Stripe/Firebase in-app purchase logs.
• CTR: Firebase Custom Events.

Retention

Measures how many users return to the app over time and stay engaged.

Key Metrics:

• Day 1 / 7 / 30 Retention Rates - Measures short- and long-term user retention.
• Churn Rate - Percentage of users who stop using the app.
• Subscription Renewal Rate - Recurring paid users.
• Time Since Last Login - Days since each user’s last session.

Collection Methods:

• Retention Rates: Firebase > Retention Reports.
• Churn: Inferred from inactivity periods.
• Sub Renewal: Stripe analytics / Firebase.
• Last Login: Firebase User Properties.

Task Success

Measures how effectively users can complete their goals using the app.

Key Metrics:

• Goal Completion Rate - Percentage of users who finish core flows (e.g., adding a grocery item, saving a recipe)
• Crash/Error Rate - App crashes or critical errors per session.
• Task Completion Time - How quickly tasks are completed without interruption.

Collection Methods:

• Goal Completion: Firebase Custom Events.
• Crashes: Firebase Crashlytics.
• Task Completion: Measured with event timestamps in Firebase.

Summary

The HEART metrics not only help the Get That Bread team monitor performance and user behavior but also provide concrete data to guide improvements and new features. With frequent review of these metrics, we ensure the app evolves in ways that matter most to our users.