UX/UI Design · Service Design · Customer Experience
Luara Oliveira
A multidisciplinary professional at the convergence of analysis, design and management. From blueprint to pixel, every decision connects the people who use it to what the business needs to deliver.
About
From strategy to operations, with a focus on sustainable value.
My path runs through sectors of high operational complexity with one common thread: the conviction that design and business strategy are not separate disciplines.
Along this path, I've led end-to-end redesigns with stakeholders across four countries, governed contracts above R$ 2 million and rolled out Service Design and ITSM initiatives that remain in operation. I've trained over 100 professionals in high-volume environments and structured operations driven by KPIs and SLAs in contexts where process and experience had to evolve together.
I bring method, metrics and governance to ensure the ROI of every line of code and pixel designed.
Cases
Work that shaped the path
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% fasterWatcher
An app that brings everything you watch across streaming platforms into one place — and recommends new films and series based on your taste.
User Journey in ITSM
Structuring the journey in ServiceNow: governance and best practices turning resistance into structured, lasting adoption.
+20% internal NPS satisfactionAcessaBR
A platform that discovers, explains and guides access to social benefits — UI designed for the user with low digital literacy.
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
User Interface & Product Design
UX Research
Management & Strategy
AI & Front-End
Languages
Contact
Let's talk?
Connect with me to discuss product strategy, operational efficiency or how to unlock complex problems.