Session 102: Poor User Experience? AI Will Just Deliver It Faster - You Can't Automate Your Way Out of a Broken Experience | Schedule 2025

Session 102: Poor User Experience? AI Will Just Deliver It Faster - You Can't Automate Your Way Out of a Broken Experience

Katrina Macdermid (Co-founder & Director, HIT Global)

Location: Room 304/305

Date: Wednesday, May 21

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

AI is moving fast — but in IT service management, speed isn't the problem. Experience is. For decades, ITSM was built to keep the lights on, not to deliver great experiences. And now, as we rush to automate and scale with AI, we risk doing one thing really well: making a poor experience happen faster.

This session explores how to fix the foundations before adding automation. You’ll learn how the Humanisign IT™ helps teams redesign ITSM with users in mind — so AI becomes a tool for progress, not pain.

Takeaway

• Why traditional TSM was never designed for user experience — and what’s changed

• Common traps: how AI is being used to automate broken workflows

• The role of Human-Centred Design in ITSM transformation

• Introduction to the HIT Double Diamond Framework™

• How to fix the experience before you scale it with AI

SupportWorld Live Schedule 2025

Session 102: Poor User Experience? AI Will Just Deliver It Faster - You Can't Automate Your Way Out of a Broken Experience

Takeaway