Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications
Venue
Proceedings of CHI 2010, ACM Press
Publication Year
2010
Authors
Kerry Rodden, Hilary Hutchinson, Xin Fu
BibTeX
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.