Aaron Cannon is co-founder and CEO of Outset, an AI-powered research platform transforming how organizations gather and act on human insight. Outset enables teams to conduct and synthesize qualitative interviews at unprecedented speed and scale, bridging the long-standing gap between the depth of conversations and the efficiency of surveys. Before founding Outset, Aaron led product at Untapped and Triplebyte, held senior product roles at Tesla and Pebble, and began his career as a research and innovation strategist at Doblin and Monitor Deloitte, running large-scale research programs for Fortune 500 companies. At Outset, Aaron is focused on building toward “self-driving research,” where AI doesn’t just gather feedback but helps teams spot problems and act on them, turning customer understanding into better products and experiences.
Sessions
Oct 27
11:30 AM - 11:50 AM PDT
Blue Stage
Customer Experience & Journey
Qualitative Depth at Scale
Travel & Hospitality
Measuring What Makes an Experience Magical: Uber’s MagUX Framework and the Future of Experience Research
What makes a digital experience feel magical—and how can teams measure it at scale? Franklyn Graham, Ph.D., will share how Uber developed MagUX, a research-backed framework that turns people’s stories about great app experiences into eight measurable elements, from ease of use and personalization to emotionality and discovery. Tested with nearly 10,000 people across Uber’s user groups, MagUX gives teams both an overall score and specific signals they can use to guide product decisions. The session will also explore how research teams can use platforms like Outset to gather rich customer feedback, uncover meaningful themes, and turn those insights into questions they can measure and act on.
Key Takeaways:
A practical way to define “magical” experiences: Start with people’s stories, identify the themes that matter, and translate them into clear survey questions.
A model for measuring experience at scale: See how Uber’s eight MagUX elements combine into domain scores and an overall score.
Ways to put experience insights to work: Learn how teams can track sentiment over time and use research findings alongside conversion metrics to make better product decisions.
