The Magic Moment is a nice concept, but it would be even more useful if you could measure it. The way to best do this might be surprising—you start with the opposite of magic, the moments where the network has broken down, and you start solving the problem from there. At Uber, we called these moments Zeroes. A zero at Uber was the worst experience you could have, when a rider opens the Uber app with the intent to pick an address and pick up a ride—but there aren’t any drivers in the area! This is a zero. When the point of the product is to interact with other participants in the network, a
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