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href="https://cloud.google.com/blog/products/productivity-collaboration" track-name="productivity & collaboration"track-type="blog nav"track-metadata-position="nav"track-metadata-eventdetail="cloud.google.com/blog/products/productivity-collaboration"track-metadata-module="header"><span>Productivity & Collaboration</span></a></li><li class="glue-header__item "><a class="glue-header__link janap " href="https://cloud.google.com/blog/products/sap-google-cloud" track-name="sap on google cloud"track-type="blog nav"track-metadata-position="nav"track-metadata-eventdetail="cloud.google.com/blog/products/sap-google-cloud"track-metadata-module="header"><span>SAP on Google Cloud</span></a></li><li class="glue-header__item "><a class="glue-header__link janap " href="https://cloud.google.com/blog/products/storage-data-transfer" track-name="storage & data transfer"track-type="blog 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class="nRhiJb-DARUcf"><div class="Wdmc0c nRhiJb-DbgRPb-wNfPc-cGMI2b"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c nRhiJb-BFbNVe-r8s4j-bMElCd dIsJJe" track-name="application development"track-type="tag">Application Development</div><div class="nRhiJb-ObfsIf"><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-R6PoUb"></div><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-EehZO nRhiJb-fmcmS-oXtfBe"><h1 class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-ibL1re"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-ibL1re"><span class="FewWi"></span>Measuring developer experience with the HEART Framework: A guide for platform engineers</div></h1></div></div><div class="nRhiJb-fmcmS-oXtfBe dEogG">October 23, 2024</div></div></section><div class="EKklye"><div class="nRhiJb-DARUcf ZWw7T"><div class="npzWPc"><div class="dzoHJ"><div class="nRhiJb-DX2B6 nRhiJb-DX2B6-OWXEXe-h30Snd"><div class="nRhiJb-j5y3u"><ul class="nRhiJb-Qijihe phRaUe" role="list"><li class="hpHPGf"><a class="nRhiJb-ARYxNe" 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nRhiJb-DbgRPb-R6PoUb-cGMI2b">Discover the latest in AI, Security, Workspace, App Dev, & more.</p><a class="nRhiJb-LgbsSe nRhiJb-LgbsSe-OWXEXe-CNusmb-o6Shpd " href="https://cloudonair.withgoogle.com/summit_series_24?utm_source=cgc-blog&utm_medium=blog&utm_campaign=summit-series-2024&utm_content=summit-series-left-hand-rail-cta&utm_term=-" track-metadata-module="left rail"track-metadata-module_headline="google cloud summit series" track-name="register"track-type="button"track-metadata-position="cta"track-metadata-eventdetail="cloudonair.withgoogle.com/summit_series_24?utm_source=cgc-blog&utm_medium=blog&utm_campaign=summit-series-2024&utm_content=summit-series-left-hand-rail-cta&utm_term=-">Register </a></div></div><div class="OYL9D nRhiJb-kR0ZEf-OWXEXe-GV1x9e-OiUrBf" jsname="tx2NYc"><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><span class="dQQu7c" jsaction="rcuQ6b:npT2md" jscontroller="YSybTb" data-track-type="" soy-skip ssk='5:kbe95'><p><span style="vertical-align:baseline">At the end of the day, developers build, test, deploy and maintain software. But like with lots of things, </span><span style="font-style:italic;vertical-align:baseline">it’s about the journey, not the destination.</span></p> <p><span style="vertical-align:baseline">Among platform engineers, we sometimes refer to that journey as </span><span style="vertical-align:baseline">the developer experience (DX), which encompasses how developers feel and interact with the tools and services they use throughout the software build, test, deployment and maintenance process.</span></p> <p><span style="vertical-align:baseline">Prioritizing DX is essential: Frustrated developers lead to inefficiency and talent loss as well as to shadow IT. Conversely, a positive DX drives innovation, community, and productivity. And if you want to provide a positive DX, you need to start measuring how you’re doing.</span></p> <p><span style="vertical-align:baseline">At </span><a href="https://platformcon.com/" rel="noopener" target="_blank"><span style="text-decoration:underline;vertical-align:baseline">PlatformCon 2024</span></a><span style="vertical-align:baseline">, I gave a talk entitled "Improving your developers' platform experience by applying Google frameworks and methods” where I spoke about </span><a href="https://static.googleusercontent.com/media/research.google.com/en//pubs/archive/36299.pdf" rel="noopener" target="_blank"><span style="text-decoration:underline;vertical-align:baseline">Google’s HEART Framework</span></a><span style="vertical-align:baseline">, which provides a holistic view of your organization's developers’ experience through actionable data.</span></p> <p><span style="vertical-align:baseline">In this article, I will share ideas on how you can apply the HEART framework to your Platform Engineering practice, to gain a more comprehensive view of your organization’s developer experience. But before I do that, let me explain what the HEART Framework is.</span></p></span></section><section class="k6ctOd"><aside class="IwVNTb"><div class="ecJG2e nRhiJb-ObfsIf"><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-OiUrBf nRhiJb-snVHke-ibL1re-X66g3b nRhiJb-snVHke-R6PoUb-UFsB2c"><h4 class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c">Try Google Cloud for free</h4><p class="nRhiJb-qJTHM nRhiJb-DbgRPb-R6PoUb-ma6Yeb"><span class="dQQu7c" jsaction="rcuQ6b:npT2md" jscontroller="YSybTb" data-track-type="" soy-skip ssk='5:kbe95'><p>Start building with $300 in free credits for new customers. All customers get free usage of 20+ products, up to monthly limits.</p></span></p><a class="nRhiJb-LgbsSe nRhiJb-LgbsSe-OWXEXe-MNynB-o6Shpd LZTd1c" href="https://console.cloud.google.com/freetrial?redirectPath=/welcome" target="_blank" rel="noopener" track-name="get started for free"track-type="button"track-metadata-position="body"track-metadata-eventdetail="console.cloud.google.com/freetrial?redirectPath=/welcome"track-metadata-module="aside"track-metadata-module_headline="try google cloud for free" track-name="get started for free"track-type="button"track-metadata-position="body"track-metadata-eventdetail="console.cloud.google.com/freetrial?redirectPath=/welcome">Get started for free </a></div></div></aside></section><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><span class="dQQu7c" jsaction="rcuQ6b:npT2md" jscontroller="YSybTb" data-track-type="" soy-skip ssk='5:kbe95'><h3><strong style="vertical-align:baseline">The HEART Framework: an introduction</strong></h3> <p><span style="vertical-align:baseline">In a nutshell, HEART measures developer behaviors and attitudes from their experience of your platform and provides you with insights into what’s going on behind the numbers, by defining specific metrics to track progress towards goals. This is beneficial because continuous improvements through feedback are vital components of a platform engineering journey, helping both platform and application product teams make decisions that are data-driven and user-centered.</span></p> <p><span style="vertical-align:baseline">However, HEART is not a data collection tool in and of itself; rather, it’s a user-sentiment framework for selecting the right metrics to focus on based on product or platform objectives. It balances quantitative or empirical data, e.g., number of active portal users, with qualitative or subjective insights such as "My users feel the portal navigation is confusing." In other words, </span><span style="vertical-align:baseline">consider HEART as a framework or methodology for assessing user experience, rather than a specific tool or assessment. </span><span style="vertical-align:baseline">It helps you decide </span><span style="font-style:italic;vertical-align:baseline">what</span><span style="vertical-align:baseline"> to measure, not </span><span style="font-style:italic;vertical-align:baseline">how</span><span style="vertical-align:baseline"> to measure it.</span></p></span></section><section class="QzPuud"><div><section><figure class="NEBdNd"><section class="PBkdHd DhGbH" jscontroller="SCGBie" jsaction="rcuQ6b:npT2md"><img class="JcsBte mZzdH ZOnyjc" src="https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1200x1200.jpg" alt="https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1200x1200.jpg" jsname='P3Vluc' jsaction="click:HTIlC" loading="lazy"/><section class="glue-modal glue-modal--dark QHdDac" role="dialog" aria-modal="true"><img class="JcsBte mZzdH ZOnyjc" src="https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1200x1200.jpg" alt="https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1200x1200.jpg" jsname='P3Vluc' jsaction="click:HTIlC" loading="lazy"/><button class="glue-modal__close-btn" tabindex="0" aria-label="Close this modal"></button></section></section></figure></section></div></section><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><span class="dQQu7c" jsaction="rcuQ6b:npT2md" jscontroller="YSybTb" data-track-type="" soy-skip ssk='5:kbe95'><p><span style="vertical-align:baseline">Let’s take a look at each of these in more detail.</span></p> <h3><strong style="vertical-align:baseline">Happiness: Do users actually enjoy using your product?</strong></h3> <p><strong style="vertical-align:baseline">Highlight:</strong><span style="vertical-align:baseline"> </span><span style="vertical-align:baseline">Gathering and analyzing developer feedback</span></p> <p><strong style="vertical-align:baseline">Subjective metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Surveys: Conduct regular surveys to gather feedback about overall satisfaction, ease of use, and pain points. Toil negatively affects developer satisfaction and morale. Repetitive, manual work can lead to frustration burnout and decreased happiness with the platform.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Feedback mechanisms: Establish easy ways for developers to provide direct feedback on specific features or areas of the platform like Net Promoter Score (NPS) or Customer Satisfaction surveys (CSAT).</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Collect open-ended feedback from developers through interviews and user groups.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Sentiment analysis: Analyze developer sentiment expressed in feedback channels, support tickets and online communities.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">System metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Feature requests: Track the number and types of feature requests submitted by developers. This provides insights into their needs and desires and can help you prioritize improvements that will enhance happiness.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">Watch out for:</strong><span style="vertical-align:baseline"> While platforms can boost developer productivity, they might not necessarily contribute to developer job satisfaction. This warrants further investigation, especially if your research suggests that your developers are unhappy.</span></p> <h3><strong style="vertical-align:baseline">Engagement: What is the developer breadth and quality of platform experience?</strong></h3> <p><strong style="vertical-align:baseline">Highlight:</strong><span style="vertical-align:baseline"> Frequency of interaction between platform engineers with developers and quality of interaction — intensity and quality of interaction with the platform, participation on chat channels, training, dual ownership of golden paths, joint troubleshooting, engaging in architectural design discussions, and the breadth of interaction by everyone from new hires through to senior developers.</span></p> <p><strong style="vertical-align:baseline">Subjective metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Survey for quality of interaction — focus on depth and type of interaction whether through chat channel, trainings, dual ownership of golden paths, joint troubleshooting, or architectural design discussions</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">High toil can reduce developer engagement with the platform. When developers spend excessive amounts of time on tedious tasks, they are less likely to explore new features, experiment, and contribute to the platform's evolution.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">System metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Active users: Track daily, weekly, and monthly active developers and how long they spend on tasks.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Usage patterns: Analyze the most used platform features, tools, and portal resources.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Frequency of interaction between platform engineers with developers.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Breadth of user engagement: Track onboarding time for new hires to reach proficiency, measure the percentage of senior developers actively contributing to golden paths or portal functionality.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">Watch out for:</strong><span style="vertical-align:baseline"> Don’t confuse </span><span style="font-style:italic;vertical-align:baseline">engagement</span><span style="vertical-align:baseline"> with </span><span style="font-style:italic;vertical-align:baseline">satisfaction</span><span style="vertical-align:baseline">. Developers may rate the platform highly in surveys, but usage data might reveal low frequency of interaction with core features or a limited subset of teams actively using the platform. Ask them “How has the platform changed your daily workflow?” rather than "Are you satisfied with the platform?”</span></p> <h3><strong style="vertical-align:baseline">Adoption: What is the platform growth rate and developer feature adoption?</strong></h3> <p><strong style="vertical-align:baseline">Highlight:</strong><span style="vertical-align:baseline"> Overall acceptance and integration of the platform into the development workflow.</span></p> <p><strong style="vertical-align:baseline">System metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">New user registrations: Monitor the growth rate of new developers using the platform.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Track time between registration and time to use the platform i.e., executing golden paths, tooling and portal functionality.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Number of active users per week / month / quarter / half-year / year who authenticate via the portal and/or use golden paths, tooling and portal functionality</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Feature adoption: Track how quickly and widely new features or updates are used.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Percentage of developers using CI/CD through the platform</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Number of deployments per user / team / day / week / month — basically of your choosing</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Training: Evaluate changes in adoption, after delivering training.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">Watch out for:</strong><span style="vertical-align:baseline"> Overlooking the "long tail" of adoption. A platform might see a burst of early adoption, but then plateau or even decline if it fails to continuously evolve and meet changing developer needs. Don't just measure initial adoption, monitor how usage evolves over weeks, months, and years.</span></p> <h3><strong style="vertical-align:baseline">Retention: Are developers loyal to the platform?</strong></h3> <p><strong style="vertical-align:baseline">Highlight:</strong><span style="vertical-align:baseline"> Long-term engagement and reducing churn.</span></p> <p><strong style="vertical-align:baseline">Subjective metrics:</strong></p> <ul> <li><span style="vertical-align:baseline">Use an exit survey if a user is dormant for 12 or more months.</span></li> </ul> <p><strong style="vertical-align:baseline">System metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Churn rate: Track the percentage of developers who stop logging into the portal and are not using it.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Dormant users: Identify developers who become inactive after 6 months and investigate why.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Track services that are less frequently used.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">Watch out for:</strong><span style="vertical-align:baseline"> Misinterpreting the reasons for churn. When developers stop using your platform (churn), it's crucial to understand why. Incorrectly identifying the cause can lead to wasted effort and missed opportunities for improvement. Consider factors outside the platform — churn could be caused by changes in project requirements, team structures or industry trends.</span></p> <h3><strong style="vertical-align:baseline">Task success: Can developers complete specific tasks?</strong></h3> <p><strong style="vertical-align:baseline">Highlight:</strong><span style="vertical-align:baseline"> Efficiency and effectiveness of the platform in supporting specific developer activities.</span></p> <p><strong style="vertical-align:baseline">Subjective metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Survey to assess the ongoing presence of toil and its inimical influence on developer productivity, ultimately hindering efficiency and leading to increased task completion times.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">System metrics:</strong></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Completion rates: Measure the percentage of golden paths and tools successfully run on the platform without errors.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Time to complete tasks using golden paths, portal, or tooling.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Error rates: Track common errors and failures developers encounter from log files or monitoring dashboards from golden paths, portal or tooling.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Mean Time to Resolution (MTTR): When errors do occur, how long does it take to resolve them? A lower MTTR indicates a more resilient platform and faster recovery from failures.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><span style="vertical-align:baseline">Developer platform and portal uptime: Measure the percentage of time that the developer platform and portal is available and operational. Higher uptime ensures developers can consistently access the platform and complete their tasks.</span></p> </li> </ul> <p><strong style="vertical-align:baseline">Watch out for:</strong><span style="vertical-align:baseline"> Don't confuse </span><span style="font-style:italic;vertical-align:baseline">task success</span><span style="vertical-align:baseline"> with </span><span style="font-style:italic;vertical-align:baseline">task completion</span><span style="vertical-align:baseline">. Simply measuring whether developers can complete tasks on the platform doesn't necessarily indicate true success. Developers might find workarounds or complete tasks inefficiently, even if they technically achieve the end goal. It may be worth manually observing developer workflows in their natural environment to identify pain points and areas of friction in their workflows.</span></p> <p><span style="vertical-align:baseline">Also, be careful with misaligning task success with business goals. Task completion might overlook the broader impact on business objectives. A platform might enable developers to complete tasks efficiently, but if those tasks don't contribute to overall business goals, the platform's true value is questionable.</span></p> <h3><strong style="vertical-align:baseline">Applying the HEART framework to platform engineering</strong></h3> <p><span style="vertical-align:baseline">It’s not necessary to use all of the categories each time. </span><span style="vertical-align:baseline">The number of categories to consider really depends on the specific goals and context of the assessment; you can include everything or trim it down to better match your objective. Here are some examples:</span></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><strong style="vertical-align:baseline">Improving onboarding for new developers:</strong><span style="vertical-align:baseline"> Focus on adoption, task success and happiness.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><strong style="vertical-align:baseline">Launching a new feature:</strong><span style="vertical-align:baseline"> Concentrate on adoption and happiness.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><strong style="vertical-align:baseline">Increasing platform usage:</strong><span style="vertical-align:baseline"> Track engagement, retention and task success.</span></p> </li> </ul> <p><span style="vertical-align:baseline">Keep in mind that relying on just one category will likely provide an incomplete picture.</span></p> <h3><strong style="vertical-align:baseline">When should you use the framework?</strong></h3> <p><span style="vertical-align:baseline">In a perfect world, you would use the HEART framework to establish a baseline assessment a few months after launching your platform, which will provide you with a valuable insight into early developer experience. As your platform evolves, this initial data becomes a benchmark for measuring progress and identifying trends. Early measurement allows you to proactively address UX issues, guide design decisions with data, and iterate quickly for optimal functionality and developer satisfaction. If you're starting with an MVP, conduct the baseline assessment once the core functionality is in place and you have a small group of early users to provide feedback.</span></p> <p><span style="vertical-align:baseline">After 12 or more months of usage, you can also add metrics to embody a new or more mature platform. This can help you gather deeper insights into your developers’ experience by understanding how they are using the platform, measure the impact of changes you’ve made to the platform, or identify areas for improvement and prioritize future development efforts. If you've added new golden paths, tooling, or enhanced functionality, then you'll need to track metrics that measure their success and impact on developer behavior.</span></p> <p><span style="vertical-align:baseline">The frequency with which you assess HEART metrics depends on several factors, including:</span></p> <ul> <li style="list-style-type:disc;vertical-align:baseline"> <p><strong style="vertical-align:baseline">The maturity of your platform: </strong><span style="vertical-align:baseline">Newer platforms benefit from more frequent reviews (e.g. monthly or quarterly) to track progress and address early issues. As the platform matures, you can reduce the frequency of your HEART assessments (e.g., bi-annually or annually).</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><strong style="vertical-align:baseline">The rate of change:</strong><span style="vertical-align:baseline"> To ensure updates and changes have a positive impact, apply the HEART framework more frequently when your platform is undergoing a period of rapid evolution such as major platform updates, new portal features or new golden paths, or some change in user behavior. This allows you to closely monitor the effects of each change on key metrics.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><strong style="vertical-align:baseline">The size and complexity of your platform:</strong><span style="vertical-align:baseline"> Larger and more complex platforms may require more frequent assessments to capture nuances and potential issues.</span></p> </li> <li style="list-style-type:disc;vertical-align:baseline"> <p><strong style="vertical-align:baseline">Your team's capacity:</strong><span style="vertical-align:baseline"> Running HEART assessments requires time and resources. Consider your team's bandwidth and adjust the frequency accordingly.</span></p> </li> </ul> <p><span style="vertical-align:baseline">Schedule periodic deep dives (e.g. quarterly or bi-annually) using the HEART framework to gain a more in-depth understanding of your platform's performance and identify areas for improvement.</span></p> <h3><strong style="vertical-align:baseline">Taking more steps towards platform engineering</strong></h3> <p><span style="vertical-align:baseline">In this </span><span style="vertical-align:baseline">blog post, we’ve shown how the HEART framework can be applied to platform engineering to measure and improve the developer experience. We’ve explored the five key aspects of the framework — happiness, engagement, adoption, retention, and task success — and provided specific metrics for each and guidance on when to apply them.</span><span style="vertical-align:baseline">By applying these insights, platform engineering teams can create a more positive and productive environment for their developers, leading to greater success in their software development efforts.</span><span style="vertical-align:baseline">To learn more about platform engineering, check out some of our other articles: </span><a href="https://cloud.google.com/blog/products/application-development/common-myths-about-platform-engineering"><span style="text-decoration:underline;vertical-align:baseline"> 5 myths about platform engineering: what it is and what it isn’t</span></a><span style="vertical-align:baseline">, </span><a href="https://cloud.google.com/blog/products/application-development/another-five-myths-about-platform-engineering"><span style="text-decoration:underline;vertical-align:baseline">Another five myths about platform engineering</span></a><span style="vertical-align:baseline">, and </span><a href="https://cloud.google.com/blog/products/application-development/how-to-become-a-platform-engineer"><span style="text-decoration:underline;vertical-align:baseline">Laying the foundation for a career in platform engineering</span></a><span style="vertical-align:baseline">.</span></p> <p><span style="vertical-align:baseline">And finally, check out the </span><a href="https://dora.dev/dora-report-2024" rel="noopener" target="_blank"><span style="text-decoration:underline;vertical-align:baseline">DORA Report 2024</span></a><span style="vertical-align:baseline">, which now has a section on Platform Engineering.</span></p></span></section><section class="kcBhad"><section class="Fabbec"><span class="WrMNjb">Posted in</span><ul class="FzXI4e"><li class="I4B51b"><a href="https://cloud.google.com/blog/products/application-development" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/products/application-development"track-metadata-module="tag list"track-metadata-module_headline="posted in">Application Development</a></li><li class="I4B51b"><a href="https://cloud.google.com/blog/products/application-modernization" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/products/application-modernization"track-metadata-module="tag list"track-metadata-module_headline="posted in">Application Modernization</a></li><li class="I4B51b"><a href="https://cloud.google.com/blog/products/devops-sre" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/products/devops-sre"track-metadata-module="tag list"track-metadata-module_headline="posted in">DevOps & SRE</a></li></ul></section></section></div></div></div></div></div><section class="nRhiJb-DARUcf " track-metadata-module="related 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Workspace","https://workspace.google.com/blog/ja"]]]],["デベロッパー","/blog/ja/topics/developers-practitioners"],["Transform with Google Cloud","/transform/ja"]]]],["ko",[[["솔루션 및 기술",null,[[["AI 및 머신러닝","/blog/ko/products/ai-machine-learning"],["API 관리","/blog/ko/products/api-management"],["애플리케이션 개발","/blog/ko/products/application-development"],["애플리케이션 현대화","/blog/ko/products/application-modernization"],["Chrome Enterprise","/blog/products/chrome-enterprise"],["컴퓨팅","/blog/ko/products/compute"],["컨테이너 \u0026 Kubernetes","/blog/ko/products/containers-kubernetes"],["데이터 분석","/blog/ko/products/data-analytics"],["데이터베이스","/blog/ko/products/databases"],["DevOps 및 SRE","/blog/ko/products/devops-sre"],["Maps \u0026 Geospatial","/blog/ko/products/maps-platform"],["보안",null,[[["보안 \u0026 아이덴티티","/blog/ko/products/identity-security"],["위협 인텔리전스","/blog/ko/topics/threat-intelligence"]]]],["인프라","/blog/ko/products/infrastructure"],["Infrastructure 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developers feel about and interact with a platform.",[1729641600],"https://storage.googleapis.com/gweb-cloudblog-publish/images/DX.max-2600x2600.png","https://cloud.google.com/blog/products/application-development/how-platform-engineers-can-improve-their-developers-experience",[1729645094,458185000]],[["Darren Evans","EMEA Practice Solutions Lead, Application Platform"]],[null,"\u003cscript type\u003d\"application/ld+json\"\u003e{\"@context\":\"https://schema.org\",\"@type\":\"BlogPosting\",\"@id\":\"https://cloud.google.com/blog/products/application-development/how-platform-engineers-can-improve-their-developers-experience\",\"headline\":\"How platform engineers can improve their developers\u2019 experience\",\"description\":\"Google\u2019s HEART framework helps platform engineers measure and improve developer experience \u2014 how developers feel about and interact with a platform.\",\"image\":\"https://storage.googleapis.com/gweb-cloudblog-publish/images/DX.max-2600x2600.png\",\"author\":[{\"@type\":\"Person\",\"name\":\"Darren Evans\",\"url\":\"\"}],\"datePublished\":\"2024-10-23\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Google Cloud\",\"logo\":{\"@type\":\"ImageObject\",\"url\":\"https://www.gstatic.com/devrel-devsite/prod/v8bb8fa0afe9a8c3a776ebeb25d421bb443344d789b3607754dfabea418b8c4be/cloud/images/cloud-logo.svg\"}},\"url\":\"https://cloud.google.com/blog/products/application-development/how-platform-engineers-can-improve-their-developers-experience\",\"keywords\":[\"Application Development\",\"Application Modernization\",\"DevOps \\u0026 SRE\"],\"timeRequired\":\"PT10M\"}\u003c/script\u003e"],["Measuring developer experience with the HEART Framework: A guide for platform engineers"],["https://storage.googleapis.com/gweb-cloudblog-publish/images/DX.max-2600x2600.png","https://storage.googleapis.com/gweb-cloudblog-publish/images/DX.max-1300x1300.png 1288w, https://storage.googleapis.com/gweb-cloudblog-publish/images/DX.max-2600x2600.png 2576w"," 1288px, 2576px","https://storage.googleapis.com/gweb-cloudblog-publish/images/DX.max-2600x2600.png"],null,[[null,null,[null,[null,"\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eAt the end of the day, developers build, test, deploy and maintain software. But like with lots of things, \u003c/span\u003e\u003cspan style\u003d\"font-style:italic;vertical-align:baseline\"\u003eit\u2019s about the journey, not the destination.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eAmong platform engineers, we sometimes refer to that journey as \u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003ethe developer experience (DX), which encompasses how developers feel and interact with the tools and services they use throughout the software build, test, deployment and maintenance process.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003ePrioritizing DX is essential: Frustrated developers lead to inefficiency and talent loss as well as to shadow IT. Conversely, a positive DX drives innovation, community, and productivity. And if you want to provide a\u00a0 positive DX, you need to start measuring how you\u2019re doing.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eAt \u003c/span\u003e\u003ca href\u003d\"https://platformcon.com/\" rel\u003d\"noopener\" target\u003d\"_blank\"\u003e\u003cspan style\u003d\"text-decoration:underline;vertical-align:baseline\"\u003ePlatformCon 2024\u003c/span\u003e\u003c/a\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e, I gave a talk entitled \"Improving your developers' platform experience by applying Google frameworks and methods\u201d where I spoke about \u003c/span\u003e\u003ca href\u003d\"https://static.googleusercontent.com/media/research.google.com/en//pubs/archive/36299.pdf\" rel\u003d\"noopener\" target\u003d\"_blank\"\u003e\u003cspan style\u003d\"text-decoration:underline;vertical-align:baseline\"\u003eGoogle\u2019s HEART Framework\u003c/span\u003e\u003c/a\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e, which provides a holistic view of your organization's developers\u2019 experience through actionable data.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eIn this article, I will share ideas on how you can apply the HEART framework to your Platform Engineering practice, to gain a more comprehensive view of your organization\u2019s developer experience. But before I do that, let me explain what the HEART Framework is.\u003c/span\u003e\u003c/p\u003e"]]],[null,["Try Google Cloud for free",null,"Get started for free","https://console.cloud.google.com/freetrial?redirectPath\u003d/welcome",[null,"\u003cp\u003eStart building with $300 in free credits for new customers. All customers get free usage of 20+ products, up to monthly limits.\u003c/p\u003e"]]],[null,null,[null,[null,"\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eThe HEART Framework: an introduction\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eIn a nutshell, HEART measures developer behaviors and attitudes from their experience of your platform and provides you with insights into what\u2019s going on behind the numbers, by defining specific metrics to track progress towards goals. This is beneficial because continuous improvements through feedback are vital components of a platform engineering journey, helping both platform and application product teams make decisions that are data-driven and user-centered.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eHowever, HEART is not a data collection tool in and of itself; rather, it\u2019s a user-sentiment framework for selecting the right metrics to focus on based on product or platform objectives. It balances quantitative or empirical data, e.g., number of active portal users, with qualitative or subjective insights such as \"My users feel the portal navigation is confusing.\" In other words, \u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003econsider HEART as a framework or methodology for assessing user experience, rather than a specific tool or assessment. \u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eIt helps you decide \u003c/span\u003e\u003cspan style\u003d\"font-style:italic;vertical-align:baseline\"\u003ewhat\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e to measure, not \u003c/span\u003e\u003cspan style\u003d\"font-style:italic;vertical-align:baseline\"\u003ehow\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e to measure it.\u003c/span\u003e\u003c/p\u003e"]]],[null,null,null,null,null,null,null,null,[[[null,""],["https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1200x1200.jpg","https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1100x1100.jpg 1060w, https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1200x1200.jpg 1127w"," 1060px, 1127px","https://storage.googleapis.com/gweb-cloudblog-publish/images/image2_3Y8Y7hV.max-1200x1200.jpg"],null,3]]],[null,null,[null,[null,"\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eLet\u2019s take a look at each of these in more detail.\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eHappiness: Do users actually enjoy using your product?\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eHighlight:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e \u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eGathering and analyzing developer feedback\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSubjective metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eSurveys: Conduct regular surveys to gather feedback about overall satisfaction, ease of use, and pain points. Toil negatively affects developer satisfaction and morale. Repetitive, manual work can lead to frustration burnout and decreased happiness with the platform.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eFeedback mechanisms: Establish easy ways for developers to provide direct feedback on specific features or areas of the platform like Net Promoter Score (NPS) or Customer Satisfaction surveys (CSAT).\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eCollect open-ended feedback from developers through interviews and user groups.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eSentiment analysis: Analyze developer sentiment expressed in feedback channels, support tickets and online communities.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSystem metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eFeature requests: Track the number and types of feature requests submitted by developers. This provides insights into their needs and desires and can help you prioritize improvements that will enhance happiness.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eWatch out for:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e While platforms can boost developer productivity, they might not necessarily contribute to developer job satisfaction. This warrants further investigation, especially if your research suggests that your developers are unhappy.\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eEngagement: What is the developer breadth and quality of platform experience?\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eHighlight:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Frequency of interaction between platform engineers with developers and quality of interaction \u2014 intensity and quality of interaction with the platform, participation on chat channels, training, dual ownership of golden paths, joint troubleshooting, engaging in architectural design discussions, and the breadth of interaction by everyone from new hires through to senior developers.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSubjective metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eSurvey for quality of interaction \u2014 focus on depth and type of interaction whether through chat channel, trainings, dual ownership of golden paths, joint troubleshooting, or architectural design discussions\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eHigh toil can reduce developer engagement with the platform. When developers spend excessive amounts of time on tedious tasks, they are less likely to explore new features, experiment, and contribute to the platform's evolution.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSystem metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eActive users: Track daily, weekly, and monthly active developers and how long they spend on tasks.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eUsage patterns: Analyze the most used platform features, tools, and portal resources.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eFrequency of interaction between platform engineers with developers.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eBreadth of user engagement: Track onboarding time for new hires to reach proficiency, measure the percentage of senior developers actively contributing to golden paths or portal functionality.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eWatch out for:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Don\u2019t confuse \u003c/span\u003e\u003cspan style\u003d\"font-style:italic;vertical-align:baseline\"\u003eengagement\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e with \u003c/span\u003e\u003cspan style\u003d\"font-style:italic;vertical-align:baseline\"\u003esatisfaction\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e. Developers may rate the platform highly in surveys, but usage data might reveal low frequency of interaction with core features or a limited subset of teams actively using the platform. Ask them \u201cHow has the platform changed your daily workflow?\u201d rather than \"Are you satisfied with the platform?\u201d\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eAdoption: What is the platform growth rate and developer feature adoption?\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eHighlight:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Overall acceptance and integration of the platform into the development workflow.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSystem metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eNew user registrations: Monitor the growth rate of new developers using the platform.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eTrack time between registration and time to use the platform i.e., executing golden paths, tooling and portal functionality.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eNumber of active users per week / month / quarter / half-year / year who authenticate via the portal and/or use golden paths, tooling and portal functionality\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eFeature adoption: Track how quickly and widely new features or updates are used.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003ePercentage of developers using CI/CD through the platform\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eNumber of deployments per user / team / day / week / month \u2014 basically of your choosing\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eTraining: Evaluate changes in adoption, after delivering training.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eWatch out for:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Overlooking the \"long tail\" of adoption. A platform might see a burst of early adoption, but then plateau or even decline if it fails to continuously evolve and meet changing developer needs. Don't just measure initial adoption, monitor how usage evolves over weeks, months, and years.\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eRetention: Are developers loyal to the platform?\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eHighlight:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Long-term engagement and reducing churn.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSubjective metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eUse an exit survey if a user is dormant for 12 or more months.\u003c/span\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSystem metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eChurn rate: Track the percentage of developers who stop logging into the portal and are not using it.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eDormant users: Identify developers who become inactive after 6 months and investigate why.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eTrack services that are less frequently used.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eWatch out for:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Misinterpreting the reasons for churn. When developers stop using your platform (churn), it's crucial to understand why. Incorrectly identifying the cause can lead to wasted effort and missed opportunities for improvement. Consider factors outside the platform \u2014 churn could be caused by changes in project requirements, team structures or industry trends.\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eTask success: Can developers complete specific tasks?\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eHighlight:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Efficiency and effectiveness of the platform in supporting specific developer activities.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSubjective metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eSurvey to assess the ongoing presence of toil and its inimical influence on developer productivity, ultimately hindering efficiency and leading to increased task completion times.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eSystem metrics:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eCompletion rates: Measure the percentage of golden paths and tools successfully run on the platform without errors.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eTime to complete tasks using golden paths, portal, or tooling.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eError rates: Track common errors and failures developers encounter from log files or monitoring dashboards from golden paths, portal or tooling.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eMean Time to Resolution (MTTR): When errors do occur, how long does it take to resolve them? A lower MTTR indicates a more resilient platform and faster recovery from failures.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eDeveloper platform and portal uptime: Measure the percentage of time that the developer platform and portal is available and operational. Higher uptime ensures developers can consistently access the platform and complete their tasks.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eWatch out for:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Don't confuse \u003c/span\u003e\u003cspan style\u003d\"font-style:italic;vertical-align:baseline\"\u003etask success\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e with \u003c/span\u003e\u003cspan style\u003d\"font-style:italic;vertical-align:baseline\"\u003etask completion\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e. Simply measuring whether developers can complete tasks on the platform doesn't necessarily indicate true success. Developers might find workarounds or complete tasks inefficiently, even if they technically achieve the end goal. It may be worth manually observing developer workflows in their natural environment to identify pain points and areas of friction in their workflows.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eAlso, be careful with misaligning task success with business goals. Task completion might overlook the broader impact on business objectives. A platform might enable developers to complete tasks efficiently, but if those tasks don't contribute to overall business goals, the platform's true value is questionable.\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eApplying the HEART framework to platform engineering\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eIt\u2019s not necessary to use all of the categories each time. \u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eThe number of categories to consider really depends on the specific goals and context of the assessment; you can include everything or trim it down to better match your objective. Here are some examples:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eImproving onboarding for new developers:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Focus on adoption, task success and happiness.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eLaunching a new feature:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Concentrate on adoption and happiness.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eIncreasing platform usage:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Track engagement, retention and task success.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eKeep in mind that relying on just one category will likely provide an incomplete picture.\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eWhen should you use the framework?\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eIn a perfect world, you would use the HEART framework to establish a baseline assessment a few months after launching your platform, which will provide you with a valuable insight into early developer experience. As your platform evolves, this initial data becomes a benchmark for measuring progress and identifying trends. Early measurement allows you to proactively address UX issues, guide design decisions with data, and iterate quickly for optimal functionality and developer satisfaction. If you're starting with an MVP, conduct the baseline assessment once the core functionality is in place and you have a small group of early users to provide feedback.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eAfter 12 or more months of usage, you can also add metrics to embody a new or more mature platform. This can help you gather deeper insights into your developers\u2019 experience by understanding how they are using the platform, measure the impact of changes you\u2019ve made to the platform, or identify areas for improvement and prioritize future development efforts. If you've added new golden paths, tooling, or enhanced functionality, then you'll need to track metrics that measure their success and impact on developer behavior.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eThe frequency with which you assess HEART metrics depends on several factors, including:\u003c/span\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eThe maturity of your platform: \u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eNewer platforms benefit from more frequent reviews (e.g. monthly or quarterly) to track progress and address early issues. As the platform matures, you can reduce the frequency of your HEART assessments (e.g., bi-annually or annually).\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eThe rate of change:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e To ensure updates and changes have a positive impact, apply the HEART framework more frequently when your platform is undergoing a period of rapid evolution such as major platform updates, new portal features or new golden paths, or some change in user behavior. This allows you to closely monitor the effects of each change on key metrics.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eThe size and complexity of your platform:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Larger and more complex platforms may require more frequent assessments to capture nuances and potential issues.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli style\u003d\"list-style-type:disc;vertical-align:baseline\"\u003e\n\u003cp\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eYour team's capacity:\u003c/strong\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e Running HEART assessments requires time and resources. Consider your team's bandwidth and adjust the frequency accordingly.\u003c/span\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eSchedule periodic deep dives (e.g. quarterly or bi-annually) using the HEART framework to gain a more in-depth understanding of your platform's performance and identify areas for improvement.\u003c/span\u003e\u003c/p\u003e\n\u003ch3\u003e\u003cstrong style\u003d\"vertical-align:baseline\"\u003eTaking more steps towards platform engineering\u003c/strong\u003e\u003c/h3\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eIn this \u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eblog post, we\u2019ve shown how the HEART framework can be applied to platform engineering to measure and improve the developer experience. We\u2019ve explored the five key aspects of the framework \u2014 happiness, engagement, adoption, retention, and task success \u2014 and provided specific metrics for each and guidance on when to apply them.\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eBy applying these insights, platform engineering teams can create a more positive and productive environment for their developers, leading to greater success in their software development efforts.\u003c/span\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eTo learn more about platform engineering, check out some of our other articles: \u003c/span\u003e\u003ca href\u003d\"https://cloud.google.com/blog/products/application-development/common-myths-about-platform-engineering\"\u003e\u003cspan style\u003d\"text-decoration:underline;vertical-align:baseline\"\u003e\u00a05 myths about platform engineering: what it is and what it isn\u2019t\u003c/span\u003e\u003c/a\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e, \u003c/span\u003e\u003ca href\u003d\"https://cloud.google.com/blog/products/application-development/another-five-myths-about-platform-engineering\"\u003e\u003cspan style\u003d\"text-decoration:underline;vertical-align:baseline\"\u003eAnother five myths about platform engineering\u003c/span\u003e\u003c/a\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e, and \u003c/span\u003e\u003ca href\u003d\"https://cloud.google.com/blog/products/application-development/how-to-become-a-platform-engineer\"\u003e\u003cspan style\u003d\"text-decoration:underline;vertical-align:baseline\"\u003eLaying the foundation for a career in platform engineering\u003c/span\u003e\u003c/a\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003eAnd finally, check out the \u003c/span\u003e\u003ca href\u003d\"https://dora.dev/dora-report-2024\" rel\u003d\"noopener\" target\u003d\"_blank\"\u003e\u003cspan style\u003d\"text-decoration:underline;vertical-align:baseline\"\u003eDORA Report 2024\u003c/span\u003e\u003c/a\u003e\u003cspan style\u003d\"vertical-align:baseline\"\u003e, which now has a section on Platform Engineering.\u003c/span\u003e\u003c/p\u003e"]]]],[["AI \u0026 Machine Learning","Don't let resource exhaustion leave your users hanging: A guide to handling 429 errors","Don't let 429 errors leave your users hanging. Learn three strategies to handle resource exhaustion in your LLMs.",["https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-700x700.jpg","https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-400x400.jpg 324w, https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-700x700.jpg 648w"," 324px, 648px","https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-700x700.jpg"],null,7,null,"https://cloud.google.com/blog/products/ai-machine-learning/learn-how-to-handle-429-resource-exhaustion-errors-in-your-llms",null,1,[["Pedro Melendez","Customer Engineer"],["Matt Dalida","Technical Account Manager"]],null,"55616"],["Google Cloud","The overwhelmed person\u2019s guide to Google Cloud: week of November 14","A weekly curation of the most helpful blogs, exciting new features, and useful events coming out of Google Cloud",["https://storage.googleapis.com/gweb-cloudblog-publish/images/overwhelmed_persons_guide.max-700x700.png","https://storage.googleapis.com/gweb-cloudblog-publish/images/overwhelmed_persons_guide.max-400x400.png 324w, https://storage.googleapis.com/gweb-cloudblog-publish/images/overwhelmed_persons_guide.max-700x700.png 648w"," 324px, 648px","https://storage.googleapis.com/gweb-cloudblog-publish/images/overwhelmed_persons_guide.max-700x700.png"],null,5,null,"https://cloud.google.com/blog/products/gcp/the-overwhelmed-persons-guide-to-google-cloud",null,1,[["Richard Seroter","Chief Evangelist, Google Cloud"]],null,"52078"],["Partners","Arize, Vertex AI API: Evaluation workflows to accelerate generative app development and AI ROI","Arize AI deepens platform integration with Google\u2019s AI suite to accelerate the development cycle for gen AI-powered applications.",["https://storage.googleapis.com/gweb-cloudblog-publish/images/27_-_Partners_TJbWqPw.max-700x700.jpg","https://storage.googleapis.com/gweb-cloudblog-publish/images/27_-_Partners_TJbWqPw.max-400x400.jpg 324w, https://storage.googleapis.com/gweb-cloudblog-publish/images/27_-_Partners_TJbWqPw.max-700x700.jpg 648w"," 324px, 648px","https://storage.googleapis.com/gweb-cloudblog-publish/images/27_-_Partners_TJbWqPw.max-700x700.jpg"],null,9,null,"https://cloud.google.com/blog/topics/partners/benefits-of-arize-ai-in-tandem-with-vertex-ai-api-for-gemini",null,1,[["Gabe Barcelos","Head of Solutions, Arize AI"],["Christian Williams","Principal Architect AI/ML, Google Cloud"]],null,"55492"],["AI \u0026 Machine Learning","PyTorch/XLA 2.5: vLLM support and an improved developer experience","The PyTorch/XLA 2.5 Python package includes a set of improvements to add support for vLLM and enhance the overall developer experience.",["https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-700x700.jpg","https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-400x400.jpg 324w, https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-700x700.jpg 648w"," 324px, 648px","https://storage.googleapis.com/gweb-cloudblog-publish/images/01_-_AI__Machine_Learning_H1ZyZG8.max-700x700.jpg"],null,4,null,"https://cloud.google.com/blog/products/ai-machine-learning/whats-new-with-pytorchxla-2-5",null,1,[["Manfei Bai","Software Engineer"],["Duncan Campbell","Developer Advocate"]],null,"55497"]],null,"Application Development",["Google Cloud Summit Series","Discover the latest in AI, Security, Workspace, App Dev, \u0026 more.","Register","https://cloudonair.withgoogle.com/summit_series_24?utm_source\u003dcgc-blog\u0026utm_medium\u003dblog\u0026utm_campaign\u003dsummit-series-2024\u0026utm_content\u003dsummit-series-left-hand-rail-cta\u0026utm_term\u003d-"],[["Application Development","https://cloud.google.com/blog/products/application-development","application-development"],["Application Modernization","https://cloud.google.com/blog/products/application-modernization","application-modernization"],["DevOps \u0026 SRE","https://cloud.google.com/blog/products/devops-sre","devops-sre"]],null,null,10], sideChannel: {}});</script><script id="wiz_jd" nonce="KIrabHYYk6RYBR5pqj1kig">if (window['_wjdc']) {const wjd = {}; window['_wjdc'](wjd); delete window['_wjdc'];}</script><script aria-hidden="true" id="WIZ-footer" nonce="KIrabHYYk6RYBR5pqj1kig">window.wiz_progress&&window.wiz_progress(); window.stopScanForCss&&window.stopScanForCss(); ccTick('bl');</script></body></html><footer id="ZCHFDb"><footer 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