Great teams don’t just deliver—they grow, adapt, and collaborate. But as tools, processes, and expectations multiply, managing the internal

experience of how work gets done becomes just as critical as the work itself.

For many employees, submitting a request in Jira Service Management (JSM) is their first touchpoint with IT, HR, or Facilities. What happens in

those few clicks shapes how they perceive support and sometimes, how they perceive the whole company. 

This session will explore Experience Management in JSM: how teams can intentionally design better, smoother, more human interactions for

employees submitting requests.

Charlotte from Elements will guide you through:

@ What “experience” really means in a JSM context

@ Why request forms, categories, and knowledge base content often confuse rather than help

@ How to uncover friction points from the employee’s perspective

@ Simple design principles to make JSM portals feel helpful, not hostile

@ The key metrics to start your experience management journey

Whether you're managing an ITSM project, building HR workflows, or just getting started with JSM, this talk will help you step into your employees'

shoes—and walk away with a few practical wins.