Measuring the user experience on a large scale: user-centered metrics for web applications
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.
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Log-data analysis provides a way to capture patterns of use.
“Log-data analysis, similar to that used in the analysis of websites in other domains [27], provides a way to capture patterns of use.”
From Analyzing Engagement in a Web-Based Intervention Platform Through Visualizing Log-Data (2014) · cites this paper as [27]
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References 12 · Cited by 233
- Authors
- Rodden, K., Hutchinson, H., & Fu, X.
- Affiliations
- Google (United States) (US)
- ORCID
- Fu, Xin
- Venue
- Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
- Publisher
- ACM
- Published
- 2010-04-10
- Pages
- 2395-2398
- OpenAlex
- W2114968482
- Cited by
- 233
- References
- 12
- Citations by year
- 2026: 9 · 2025: 14 · 2024: 32 · 2023: 9 · 2022: 16 · 2021: 14 · 2020: 44 · 2019: 26 · 2018: 15 · 2017: 15 · 2016: 8 · 2015: 12 · 2014: 11 · 2013: 1 · 2012: 4
- FWCI
- 1.96
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- CHI Conference on Human Factors in Computing Systems (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
- Physical Sciences › Computer Science › Information Systems › Software Engineering Techniques and Practices
- Keywords
- user experience evaluation, HEART framework, web application, user-centered design
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