What if the key to enhancing digital experiences wasn't just about satisfaction, but about true happiness? Tomer Sharon, Managing Director and Head of User Experience and Metrics at Goldman Sachs, believes that focusing on "user happiness" is the next big step in UX design. In a recent episode of the Human Insight Podcast, Sharon shared his insights into how this concept is reshaping product development and user satisfaction at one of the world’s leading financial institutions.

The Shift from Satisfaction to Happiness

In traditional UX metrics, "satisfaction" has long been the gold standard. However, as Sharon explained, Goldman Sachs is pioneering a different approach. “I started using the word 'happiness' to describe it… it’s just a better word to describe satisfaction,” he said. This shift is more than semantic. By framing the discussion around happiness, Sharon argues that companies can foster a deeper connection with users.

“User happiness is something that happens in people's minds, and therefore they are the only ones who can indicate whether they’re happy or not.” —Tomer Sharon

Why Happiness Matters

The idea of measuring happiness might seem subjective, but it has real implications for how products are designed and refined. Sharon emphasized that user happiness can drive engagement and loyalty in ways that satisfaction alone cannot. “When people hear about improving the happiness of our customers, that sounds great,” Sharon noted, highlighting the emotional resonance of the term.

But how do you measure something as intangible as happiness? According to Sharon, it’s about asking the right questions and paying attention to the right data. “The key is to look at that score over time to see if you’re getting better,” he said. This continuous feedback loop allows teams to adjust and improve the user experience in meaningful ways.

Balancing Happiness with Behavioral Metrics

While happiness is a powerful metric, Sharon acknowledges that it’s not without its challenges. “Humans are very biased,” he said, pointing out that external factors, like a bad day at work, can influence how users report their happiness. To offset this, Goldman Sachs also relies on behavioral metrics—like engagement and retention—to provide a more balanced view.

"It’s more than just numbers; it’s about truly understanding what makes your users feel satisfied—or better yet, happy.” —Tomer Sharon

This combination of direct feedback and behavioral analysis ensures that the data collected is both rich and reliable. Sharon described this approach as “organic growth,” where teams are encouraged to adopt these metrics because they see the value, not because they are mandated to do so.

The HEART Framework: A Holistic Approach to UX

At the heart of this new approach is the HEART framework, which includes five key metrics: Happiness, Engagement, Adoption, Retention, and Task Success. Sharon considers happiness the least important of these metrics, not because it’s irrelevant, but because it needs to be viewed alongside more objective data.

“User happiness is something that happens in people's minds, and therefore they are the only ones who can indicate whether they’re happy or not,” Sharon explained. By combining subjective measures of happiness with objective behavioral data, companies can gain a comprehensive understanding of the user experience.

Conclusion: The Future of UX

As the field of UX continues to evolve, the focus on user happiness at Goldman Sachs offers a glimpse into the future of digital product design. By prioritizing emotional connection and balancing it with solid data, companies can create experiences that not only meet user needs but also delight and engage them in meaningful ways.

Whether you're a UX professional, product manager, or business leader, the insights shared by Tomer Sharon in this podcast episode underscore the importance of looking beyond traditional metrics to truly understand and enhance user experience.