Katrina Menne

Self-service has always been a strong idea, but most teams never see it work the way it should. If your users can’t find answers or take action without coming back to you, it’s not self-service, it’s just a slower help desk. The real breakdown comes from platforms that don’t match how people actually work. Self-service succeeds when it aligns with how questions form, how ideas are tested, and how decisions move from discussion to action. Without that human layer, the tools slip into the same request-and-wait cycle they were meant to replace. From this session, you’ll get a clear view of where most programs go wrong and how to turn self-service back into what it was meant to be, something people actually use.