UX/UI Design · Service Design · Customer Experience

Luara Oliveira

Senior UX/UI Designer. I design evidence-led interfaces — and understand the whole system behind them: research, operations, business and code.

UX/UIService DesignUX ResearchData-DrivenCX & CSDevelopmentAI-Assisted Design

About

Interface design that solves the right problem, with a focus on sustainable value.

I'm a senior UX/UI Designer, also working as a Service Designer: I design interfaces and services from research and evidence, not guesswork. I see the interface as the tip of a service — and I know how to design and run the whole system behind it.

In recent years I've led end-to-end redesigns with stakeholders across four countries and rolled out Service Design and ITSM initiatives that remain in operation. I was responsible for managing contracts over R$ 2 million, structured high-volume operations driven by KPIs and SLAs, and trained over 100 professionals — the management, business analysis and data foundation that underpins my design decisions. I prototype and code my own interfaces, from design to deploy.

I bring method, metrics and governance to guarantee the ROI of every pixel — and every line of code.

Cases

Work that shaped the path

Service Design · SaaS Integrated Journey
Real client

Integrated Journey

A systemic redesign of the onboarding of a B2B MDM platform, dissolving the silos between pre-sales, activation and retention.

Time-to-Value 30% faster
Service BlueprintResearchCo-creationOnboardingAS-IS / TO-BE
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Data Product · UX/UI · Full-stack Chuvarada
Original project · Open Source

Chuvarada

Real-time hydrological risk map covering 28,483 Brazilian neighborhoods — so the alert arrives before the flood.

Real-time dataHydrological riskOpen SourceSocial impact
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Service Design · ITSM ITSM Journey
Real client

User Journey in ITSM

Structuring the journey in ServiceNow: governance and best practices turning resistance into structured, lasting adoption.

+20% internal NPS satisfaction
ServiceNowITILChange ManagementEXGovernanceAutomation
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UX/UI · Mobile · Streaming Watcher
Concept project

Watcher

An app that brings everything you watch across streaming platforms into one place — and recommends new films and series based on your taste.

MobileUIDesign SystemResearchPrototyping
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Skills

Where analysis, design and management meet

Skills that reinforce one another: research that grounds the decision, strategy that connects to the business, and execution that delivers — from service to interface.

User Experience & Service Design

Double DiamondService BlueprintJourney MappingCustomer ExperienceEmployee ExperienceCustomer SuccessLXDInstructional DesignWCAG

User Interface & Product Design

FigmaDesign SystemPrototypingComponentizationResponsivenessAccessibility

UX Research

InterviewsUsability TestingA/B TestingHeuristicsContextual InquiryDiscoveryDesk ResearchBenchmarking

Project Management

Project ManagementRoadmapOKRs/KPIsChange ManagementPrioritizationStakeholder Management

Strategy & Business

Business AnalysisServiceNow/ITSMBPMNFunctional RequirementsData-DrivenTechnical Documentation

Development & Code

TypeScriptJavaScriptPythonHTMLCSSReact / Next.jsTailwind CSSSupabaseGit / GitHubNetlify

AI & AI-Assisted Development

ClaudeClaude CodeClaude DesignCursorCodexPrompt EngineeringSpec-Driven Development (SDD)

Languages

Portuguese (Native)English (Intermediate)Spanish (Intermediate)

Contact

Let's talk?

Let's talk about product design, research, or how to turn complex systems into experiences that work.

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