Measuring What Makes an Experience Magical: Uber’s MagUX Framework

​“It just works.” “It felt like the app knew what I wanted.” Everyone knows a magical product experience when they feel one. Few teams can define it, let alone measure it.

​Uber made magic a company value, then set out to measure it. Starting with AI-moderated interviews on Outset, Uber’s UX research team turned hundreds of user stories into MagUX: an 8-question, validated metric now used across Uber to track sentiment, inform product decisions and read A/B tests.

​In this session, Uber’s Franklyn Graham, Ph.D. walks through how the team built it, what they found, and how you can run the same playbook.

​What you’ll learn:

• ​A practical way to define “magical” for your product, built from real user stories

• ​The 8 elements of magical UX, and which ones matter most

• ​How Uber went from qualitative themes to a validated model tested with ~10K riders, eaters, couriers and drivers

• ​How MagUX explains 58% of the variance in app satisfaction

• ​How to put experience metrics to work alongside conversion data in tracking and experiments

​Speakers:

• ​Franklyn Graham, Ph.D., Lead UX Researcher, Uber

• ​Chris Monnier, Research and Innovation Principal, Outset

​Who should attend: UX researchers, insights leads, product and design leaders, and anyone trying to quantify experience quality beyond NPS.

​Can’t make it live? Register anyway and we’ll send the recording.