Customer & journey insight
Feedback, interviews and journey mapping to identify unmet needs, handoffs and points of friction.
09 / Our expertise
Customer experience design
Make it easier for customers to get what they need. Connect the experience they see with the operations behind it.
A good fit when
- Customers struggle to complete a task
- Support demand or dissatisfaction is rising
- Teams disagree about the cause of friction
A focused scope
What we can deliver
The brief defines the deliverables, responsibilities and depth of work.
Service design
A service blueprint connecting digital touchpoints with the people, policies and processes needed to improve them.
Improvement & measurement
A prioritised backlog with owners, a baseline and tests for completion, resolution, conversion or retention.
How we work
From decision to delivery
Listen
Define the customer, task and evidence across relevant channels.
Connect
Trace the experience back to its operating causes.
Improve
Test changes with clear ownership and customer-outcome measures.
Selected experience
From online journey to fulfilment
The Al-Othaim CEO-advisory scope connected online channels with assortment, picking, store layout and an in-house mobile app team.
Explore the engagementA few useful answers
Is this the same as website design?
A website is one touchpoint. Customer experience also includes people, policies, service channels and operational handoffs.
Do we need a new customer platform?
Not necessarily. Customer research and process diagnosis come first. Technology requirements follow the improvements the journey actually needs.
Barry Advisory · Updated 12 October 2026
Your next move
Start with what needs to change.
Tell us the decision, the challenge or the opportunity. We’ll shape the right scope with you.
Let’s talk