Measure Employee Experience With HEART, Not Vanity Metrics
Use HEART to define balanced employee experience metrics across happiness, engagement, adoption, retention, and task success.
Reframe: launch metrics prove exposure; experience metrics prove progress. Start with the employee goal HEART is not a menu of dashboards. It is a path from goal to signal to metric. If the employee goal is choose a benefits plan with confidence, the metric should not stop at guide visits. Ask what confidence and task completion look like in behavior: fewer comparison calls, fewer plan switches caused by confusion, higher clarity scores, or shorter time to complete selection. Use categories to catch blind spots Happiness without task success can hide friendly but ineffective design. Adoption without retention can hide a…
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