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Digital Transformation and Digital Adoption

Using Userlane’s HEART to measure software ROI

Using Userlane’s HEART to measure software ROI

In the world of technological advancements, making thoughtful choices about applications is crucial. Userlane’s HEART score serves as a tool for measuring adoption and ROI, aligning user needs with strategic goals. This article examines how this score can refine your application prioritization for DAP coverage and increase ROI.

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The selection of applications to be covered by Userlane should be strategic, based on the organization’s digital transformation goals, user requirements, and potential for improving software usage. Userlane’s HEART score can be an instrumental tool for enterprises in assessing the digital adoption levels and ROI of different applications, thereby informing the strategic prioritization of applications for DAP coverage.

  • Happiness: Measure user satisfaction with current applications. Applications with low user satisfaction scores can be prioritized for Userlane coverage to improve user experiences.
  • Engagement: Applications that are critical for business operations but suffer from low engagement rates are ideal candidates. Implementing Userlane for these applications can enhance user engagement through guided workflows and help prompts.
  • Adoption: New software implementations or those with low adoption rates are also good candidates for Userlane. By providing step-by-step guides, Userlane can help improve adoption rates.
  • Retention: If there are applications where user retention is a challenge, perhaps due to the complexity of the software, then Userlane can provide the support users need to continue using the application effectively.
  • Task Success: Applications critical to business performance but with low task success rates can be improved with Userlane. Guided workflows can help users complete tasks more successfully.

In the context of a DAP, the HEART score can be employed in the following ways:

  • Identifying Applications with Low HEART Scores: Applications with low HEART scores are prime candidates for inclusion in the DAP. These scores indicate that users are struggling with these applications, and the DAP can provide guided assistance to improve the user experience.
  • Prioritizing Applications Based on HEART Score Components: Different components of the HEART score may carry different weights depending on the organization’s goals. For instance, if a company struggles with low adoption rates of a new software, applications with low Adoption scores might be prioritized. Alternatively, if user retention is a concern, applications with low Retention scores might be the focus.
  • Evaluating ROI of the DAP: The HEART scores of applications covered by the DAP can be tracked over time to assess the ROI of the DAP. Improvements in HEART scores after DAP implementation provide quantitative evidence of the DAP’s effectiveness and value.


Measuring the return on investment for Userlane can be done using Userlane’s HEART (Happiness, Engagement, Adoption, Retention, Task Success) framework. This approach measures user satisfaction, level of active user engagement, rate of adoption among new users, user retention over time, and users’ success in completing tasks. While these factors are important, it’s also crucial to understand how Userlane can have a direct financial impact.

Here are some ways Userlane can deliver direct financial benefits:

  • Reduction in Training Costs: Training employees on complex applications like Salesforce, SAP, or Workday can be costly, both in terms of the actual costs of developing and delivering the training and the opportunity costs of employee time spent in training sessions instead of productive work. By providing interactive, on-demand, in-app guidance, Userlane can reduce the need for extensive formal training, thereby saving considerable costs.
  • Decrease in Support Costs: Without clear guidance, users of complex applications often turn to IT or other support resources when they encounter difficulties, leading to increased support costs. Userlane can reduce the number of support tickets by providing real-time assistance right when and where users need it.
  • Productivity Gains: By helping users navigate software more effectively and efficiently, Userlane can lead to productivity gains. More efficient software use can translate into faster task completion, fewer errors, and the ability for employees to take on more work or higher-level tasks, all of which can have direct financial benefits.
  • Avoidance of Software Underutilization: Enterprises invest in advanced software like Salesforce or SAP because of the benefits these tools can provide – if they’re used to their full potential. However, software underutilization is a common problem that can undercut these potential benefits. By guiding users to use all relevant features of the software effectively, Userlane helps ensure the enterprise is getting the maximum possible return on its software investments.
  • Improving Employee Retention: Frustration with difficult-to-use software can contribute to job dissatisfaction, leading to higher employee turnover. By enhancing the user experience and reducing software-related frustrations, Userlane can help improve employee satisfaction and retention, thereby reducing the costs associated with employee turnover.

Through these direct financial impacts, Userlane can often pay for itself within months. Enterprises should regularly track these financial metrics, along with the HEART metrics and user feedback, to assess the ROI of Userlane and the supported applications. This comprehensive ROI assessment will provide valuable insights into the financial benefits and overall effectiveness of the DAP.

By leveraging the insights provided by Userlane’s HEART, businesses can make informed decisions that optimize digital adoption and maximize ROI across their application landscape.

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About the author:
The Userlane team brings you digital adoption insights, product updates, and plenty of onboarding and engagement advice for user-centric businesses.