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.
