Meet Paula Mogollón Mejía | Service designer, UX Researcher and CX Consultant

We had the good fortune of connecting with Paula Mogollón Mejía and we’ve shared our conversation below.

Hi Paula, is there something you can share with us that those outside of the industry might not be aware of?
I believe it’s crucial for those not familiar with Service Design to understand its essence as design leadership. Service Design encompasses the leadership and project management aspects, coupled with intentional research and analysis of user touchpoints within services and products. Its primary goal is to devise solutions that not only address fundamental human needs but also promote business success. In essence, Service Design comprehensively grasps the intricacies of ecosystems and their interconnections, fostering the creation of more effective systems. Additionally, Service Designers play a pivotal role in exploring untapped areas within businesses and startups.

Alright, so let’s move onto what keeps you busy professionally?

Originally hailing from Bogotá, Colombia, I currently serve as the Principal Design Researcher at SCADask within the Savannah College of Art and Design. With a decade of professional experience spanning Service Design, UX Research, and Customer Experience consultancy, my journey to this point has been both lengthy and filled with challenges.

A decade ago, Service Design and Customer Experience were relatively unknown concepts. Committing to these disciplines felt like traversing through thick fog; uncertainty loomed at every step. However, I was fortunate to collaborate with esteemed companies such as IZO CX Consulting, where I consulted for prominent brands like BAC Credomatic for their employee experience and Juan Valdez Café. At Juan Valdez Café, I spearheaded omnichannel experiences, a role that significantly shaped my career trajectory.

A pivotal moment arrived when I delved into UX Research at tyba, immersing myself in the world of Fintech. This marked my inaugural leadership role, replete with its own set of challenges. Yet, it was at tyba that I discovered my passion for mentoring and empathetic leadership.

Today working in the United States, at SCADask, I continue to lead student employees across various design disciplines. I take immense pride in our ongoing research publications, which explore diverse industries and uncover intriguing intersections between design and business. In parallel I am building my own channel on instagram, in which I share content related to customer experience and will soon start sharing free content and tools for people to learn more about service design ( IG: @paula_cxpert)

My journey reflects a commitment to innovation, leadership, and bridging the gap between design, user needs and business.

Any places to eat or things to do that you can share with our readers? If they have a friend visiting town, what are some spots they could take them to?
For a week-long visit to Savannah, Georgia with my best friend, our itinerary would be packed with memorable experiences. We’d start with brunch at Collins Quarter, exploring the historic district’s charming streets and squares before indulging in dinner at Ukiyo. Day two would take us to Hilton Head Island for a day of beach fun, followed by an evening stroll along River Street. The third day would see us touring Wormsloe Historic Site, and unwinding in Forsyth Park. As the week progresses, we’d visit the SCAD Museum of Art, dine at Savoy Society, and savor live music at McDonough’s. Our exploration of Savannah’s Victorian District and a beach day on Tybee Island would follow. A dinner at Vic´s on the river to taste real southern food and drinks at Electric Moon would give a glimplse of Savannah’s vibrant nightlife scene.

The Shoutout series is all about recognizing that our success and where we are in life is at least somewhat thanks to the efforts, support, mentorship, love and encouragement of others. So is there someone that you want to dedicate your shoutout to?
I’d like to give a special shoutout to two cherished professors from my time at Savannah College of Art and Design during my M.A. program: Professor Ricardo Martins and Professor John Storey. Despite having a decade of experience prior to pursuing my masters, these two professors offered invaluable insights that broadened my perspective on the discipline. Their unwavering support has extended beyond graduation, and I continue to glean knowledge from them. I’m grateful for their mentorship, which continues to enrich my professional journey.

Website: https://www.paulamogollon.com/profile

Instagram: @paula_cxpert

Linkedin: https://www.linkedin.com/in/paulamogollonmejia/