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Balancing User Needs and Business Goals for Product and Service Success

Published: 28 October 2024 Publication History

Abstract

This industry insights paper offers a framework for measuring the user experience (UX) in ways that focus on the user, but also account for business and organizational metrics for progress, performance, and success. HEARTBeat builds on a UX framework created by Google UX researchers. HEART refers to: Happiness, Engagement, Adoption, Retention, and Task success, and I added “Beat” to account for Business, Enterprise, Analytics, and Trends that are important to the business. HEARTBeat is a flexible and effective framework that helps Technical and Professional Communication (TPC) and UX practitioners balance user needs while aligning with business goals for product and service success.

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cover image ACM Conferences
SIGDOC '24: Proceedings of the 42nd ACM International Conference on Design of Communication
October 2024
307 pages
ISBN:9798400705199
DOI:10.1145/3641237
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Published: 28 October 2024

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