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Differences in the The HEART Framework for B2B & B2C Designs
Comparing B2B vs B2C Application for Designers
The HEART framework is a well-known UX tool used to measure user experience across several key dimensions: Happiness, Engagement, Acquisition, Retention, and Task Completion. But what happens when we apply this framework to different contexts, specifically in Business-to-Business (B2B) versus Business-to-Consumer (B2C) products? The audiences are different, the needs are different, and therefore, the application of the HEART framework differs significantly. Let’s dive into these key distinctions for designers working in each domain, examining how these differences manifest and what strategies designers can adopt to succeed in each unique context.
Happiness: Satisfaction Across Complexities
In the B2C space, measuring user Happiness often focuses on immediate feedback — customer ratings, reviews, or satisfaction scores. It’s about the delight factor: Are users enjoying the product? Is there joy in using it? Emoticons, ratings, and instant surveys can quickly capture this. The focus is primarily on the emotional experience of the user during their…
