How to Take a Customer Centered Approach When Solving for Abuse

In this talk, Kathie Pham, Staff User Researcher at Twitter shares how they start with the customer – from problem definition, prioritization, to execution – when working through one of the most challenging problems on the internet.

She walks us through how her research enabled the team to understand the complexity and nuance of the problem, but also discusses how to make meaningful progress when grappling with varied customer needs.