It seems like we all have. Where a partner didn't return the love we were giving. Or perhaps-more honestly-where we've been the partner giving less. A good relationship is all about balance. You've heard this before, it's about give and take. Relationships between software products and their users are much the same.

When I stumbled across it, I couldn't get it out of my head. I recited the acronym on my bike ride home. I scribbled it on whiteboards around our conference rooms. I was head over heels. HEART is a framework for measuring and improving user experience, and each letter stands for a different user experience metric: Happiness, Engagement, Adoption, Retention, and Task Success.