Case StudyTwilio / Ways of working

Ways of Working

The Challenge

Twilio wants to connect and bring teams together through aligned conversations and efficient collaborative processes. Managers should be upskilled in facilitation and conversation design to lead their teams forward.

Mischief Approach

Two virtual 4 hours sessions on Twilio’s ways of working including two in depth scoping calls upfront to indicate valuable insights regarding Twilio’s current culture, ways of working and opportunities to enhance their collaboration. 

The sessions including theory on group dynamics, openly sharing thoughts and reflections as well as establishing new improved social contracts and processes amongst several teams.


  • Total rating of 4 out of 5 for both sessions

  • Implementation of 10+ tools in daily meetings

  • Ongoing facilitation training for the Twilio Managers 

“We need to do more of this. Common language, practices and skills would be useful for the team and collaborating together.”

Jamie O'ShaughnessySenior Director of Product, Messaging Platform

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