AMA with Twilio

There’s no shortage of conversation around empowering PMs and designers to do research.

But what does that look like in practice – without sacrificing rigor, overwhelming ops, or over-contacting customers?

Join us for a live AMA with Kseniya Kreyman, Staff Research Ops at Twilio, and Joe Marcantano, Staff UXR (Democratization) at Twilio, as they share how they operationalized democratized research from the ground up.

We’ll cover:

• How transparency and leadership alignment shifted research culture.
• Why addding structure (and even friction) actually reduced chaos.
• What their end-to-end workflow looks like from intake form to execution.
• How to balance speed, rigor, and limited customer access.
• A live walkthrough of their process.
• Your questions, answered live!

If you’re a Research Ops leader trying to scale responsibly, a researcher navigating democratization, or part of a team that wants to enable PM-led research without lowering standards, this session will give you a behind-the-scenes look at what it really takes to make it work.