Welcome, curious visitor. I'm a Lead Service Designer in Mexico City, shaping experiences that blend strategy, research, and creativity.
About Me
Majo is a Senior Service Experience Designer and Researcher at Capgemini Invent and the Co-Founder and Leader of the SDN Chapter Monterrey (@sdnchaptermty), promoting service design in Mexico. With over eight years of international experience across CPG/Retail and Financial Services, she helps organizations elevate Customer Experience (CX) by applying Service Design, Product Strategy and Experience Design Methodologies.
Featured Projects
Featured Projects
( CAPSTONE PROJECT ) Envisioning the Future-State Ideal Experience for a low-cost Airline’s Loyalty Program
Partnered with a mexican airline to co‑create the ideal experience for its loyalty program—clarifying its role within a highly fragmented brand ecosystem and placing both user experience and Customer Care staff at the center. Through strategic research with key stakeholders, we established a north‑star vision, uncovered critical gaps, and collaboratively designed the service blueprint for an end‑to‑end experience aligned with the airline’s broader strategy.
SKILLSET / TOOLS• Stakeholder and People Management
• Future-State Ideal Experience Service Experience Blueprint Mapping
• Design Strategy and System Thinking
Next-Gen Branches: From Detailed Service Experience Design to Real Scale Prototyping and Implementation
Through a unique perspective on how to bring the bank transformation to life, with a co-creative test and learn approach, I was part of the design team that created full-scale prototypes to validate the in-branch and facades service experience concepts and spaces.
SKILLSET / TOOLS• Experience Design and Cross-Functional Collaboration
• Service Experience Blueprint Mapping
• Lean Prototyping and Testing
• Implementation Roadmap and Recommendations