HEART organizes user-experience measurement into five metric families: happiness, engagement, adoption, retention, and task success. For chatbots, it turns user actions—such as starting a conversation, asking a question, or saying thank you—into measurable events across the user journey. section 12.7.3 section 12.7.3
Adoption measurement can distinguish meaningful first use from superficial signup activity:
- Count users who begin interacting with the chatbot, rather than every subscriber, when signups include spam or registrations made by others. section 12.7.3
- Track feature adoption rate to estimate how popular newly added or costly-to-maintain features are. section 12.7.3
Math education chatbot
Measure adoption by counting students who proceed through several messages, excluding subscriptions without meaningful interaction or signups made by parents. section 12.7.3
Figure 12.7 Sankey diagram of lesson funnels
Use the lesson-funnel visualization to inspect how users progress through stages of a chatbot experience. section 12.7.3
