Service · Digital Product & Customer Experience
Service & Experience Design
Designing seamless customer-centric experiences across digital and physical touchpoints, grounded in actual purchasing behaviours. From user research and journey mapping to service blueprints and UX/UI design, we transform customer interactions into unified omnichannel experiences, driving engagement, brand loyalty, and measurable commercial value.
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Analysis, diagnosis and direction: we read the starting point and set out what to do, in what order and with which priorities.
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The arad people who handle this service.
Cases related to this service
Real projects where we delivered this exact service.
EyewearOmnichannel CX and website redesign
Italian optical retailer with high level of professionalism.
Fashion & LuxuryConversion Rate Optimization
UK-based global online fashion retailer for young adults, selling own-label and third-party brands.
Fashion & LuxuryDigital Customer Experience & UX
Luxury fashion house known for its avant-garde collections, part of an Italian fashion group.
Fashion & LuxuryE-commerce Insourcing and Replatforming | Strategy and Development
Italian premium denim brand, with international distribution.
Fashion & LuxuryE-commerce Performance & Customer Experience Assessment (for Italian Market)
French luxury fashion house with a global network of boutiques and online stores.
Fashion & LuxuryInternational E-commerce Performance Assessment
British luxury fashion house, sold through its own stores, e-commerce and third-party platforms.
Food & BeverageEnd-to-End Digital Strategy & Management
Italian wine group with several estates, hospitality and a growing direct online channel.
Pharma & HealthcareUser Research, Digital Business Strategy & B2B Digital Transformation
Italian excellence in the natural well-being with presence in the professional channel.
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FAQ
More questions about this service?
What is the Service & Experience Design service?
Service & Experience Design maps and designs the customer journey across touchpoints, identifying where customers get lost today and designing the service, interface and process changes that fix it, including the back stage operations that make the experience deliverable.
Does arad do UX and UI design?
Yes. Customer experience and UX design are part of what arad covers, delivered within Service & Experience Design and Product Management, with designers inside the team rather than subcontracted by default.
What does arad look at before designing an experience?
Actual purchasing behaviour, not personas built from assumption. The work starts with user research and journey mapping to find where customers currently get lost, and produces service blueprints and UX/UI design that fix those points, including the back-stage operations that have to change for the experience to be deliverable.
What if our digital touchpoints do not add up to an experience customers value?
arad treats it as a product and service design problem, combining Product Management, Service & Experience Design and AI-powered Product Development / Design-to-build, with Conversational & Agentic Experience Design and In Store Experience Evolution in support. The work starts from user research and journey mapping grounded in actual purchasing behaviour, and turns scattered touchpoints into one experience across digital and physical channels.