Tuesday, 16 March
New York City
GA NYC (Manhattan), Classrooms
10 East 21st Street
New York NY 10010
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Last fall Twitter’s Research Department changed its name from User Research to Experience Research because they wanted to communicate that they don't study users, but rather that they seek to deeply understand real people in the moment of usage, as well as the nuances and complexities of lived experiences. The research team is a diverse and talented group of social scientists, statisticians, moderators, anthropologists, psychologists, professors, data scientists, and Ph.D.s who are adept at surfacing insights about peoples’ lives on and off Twitter. But surfacing insights is not enough. The job does not end there. It’s necessary to find better ways to deploy research capabilities differently, earlier and more continuously - so that those insights stick, inspire, and perhaps most importantly, change hearts and minds.
Twitter Research wants an organization that is incredible at learning and baking what they learn into what they build. They want everyone at Twitter to feel like they know the people they want to serve so well that they know precisely what to build for them. They want Twitter to thrive by leveraging the power of human, societal, and cultural understanding.
Truth is technicolor, and the Research team should function as a purveyor of truth—in all of its depth, complexity, and humanity. Research should be the insights-engine that helps make customer-centricity a competitive advantage, but they're not quite there yet. The journey has required focus, planning, collaboration, creativity and grit, and Nikkia Reveillac, head of Twitter’s Research team, will share lessons learned along the way.
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