Raising the Floor: Evaluating Research Quality in Democratized Teams

Democratization isn't about replacing researchers, it's about supplementing them. By focusing on the fundamentals, you can empower your cross-functional partners to talk to customers effectively while maintaining the standards your organization needs to make informed decisions.

In this session, Joe Marcantano shares the journey of building a successful research democratization program at Twilio. Moving from skepticism to strategy, he outlines the essential framework needed to ensure that scaling research doesn't sacrifice quality.

What You’ll Learn:

• The Four Pillars of Quality: Discover the foundational rules (timelines, ability alignment, truth-seeking, and tooling) that ensure your team delivers reliable, impactful insights.
• Scaling Responsibly: Learn how to avoid the risks of "bad research at scale" and effectively hand off usability testing so researchers can focus on high-level strategy.
• Data-Driven Governance: See how Twilio tracks study submissions to identify exactly where teams need training and support.