We caught up with the brilliant and insightful Paula Mogollon a few weeks ago and have shared our conversation below.

Paula, looking forward to hearing all of your stories today. So let’s jump to your mission – what’s the backstory behind how you developed the mission that drives your brand?

After dedicating 10 years to mastering UX Research, Service Design, and design thinking, I created my Instagram account to showcase how businesses can transform their customer and employee experiences. Through my engaging, free content and tools, I bridge the gap between theory and practice by highlighting successful practices and effective service examples from diverse companies and industries. My mission is to translate design thinking theory into practical application, offering entrepreneurs and small businesses actionable insights and tools for crafting intentional and impactful customer experiences.

I strive to help businesses integrate design thinking principles into their daily operations by providing real-world examples and in-depth guidance at no cost. This approach improves service quality and deepens their understanding of what drives success in customer experience. I aim to empower businesses to develop meaningful, user-centered solutions that distinguish them in a competitive market and resonate deeply with their customers.

Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.

With a Bachelor of Arts degree in Industrial Design and a Master of Arts degree in Service Design from the prestigious Savannah College of Art and Design, I bring over nine years of experience as a Customer Experience strategist. My career has been marked by the successful development and execution of decisive action plans to transform organizations, innovate in response to customer needs, and deliver comprehensive experience design. My expertise spans Service Design, Agile methodologies, and digital transformation, enabling me to build high-performing teams equipped with the tools needed to exceed expectations.

Throughout my career, I have been dedicated to leveraging design thinking and user-centered design to solve complex problems and drive innovation. My approach focuses on optimizing customer experiences and creating meaningful solutions that resonate across various industries, including technology, healthcare, and finance. What sets me apart is my commitment to bridging the gap between theory and practical application. By integrating design thinking principles into everyday operations, I help businesses develop intentional and impactful customer experiences.

I am particularly proud of my work in showcasing successful practices and providing actionable tools through my Instagram account. This platform allows me to offer free content that highlights effective service examples and offers detailed guidance to entrepreneurs and small businesses. My goal is to make design thinking accessible to a wider audience and empower businesses to create user-centered solutions that stand out in a competitive market.

I am dedicated to providing valuable insights and practical tools that help businesses thrive and exceed their customers’ expectations. By combining my extensive background with a focus on real-world application, I aim to make a significant impact in the field of customer experience and beyond.

What’s the most rewarding aspect of being a creative in your experience?

The most rewarding part of being a creative for me is the ability to transform ideas into impactful experiences that genuinely improve people’s lives. Whether I’m designing a service, crafting a strategy, or sharing insights, the satisfaction comes from knowing that my work helps businesses connect more deeply with their customers. I find immense fulfillment in the creative process—seeing a concept evolve from a spark of inspiration to a fully realized solution that resonates with users and drives positive change.

Moreover, the opportunity to continually learn and innovate keeps my passion alive. Every project is a chance to explore new ideas, challenge conventional thinking, and push the boundaries of what’s possible. Sharing this journey with others, whether through mentorship, collaboration, or my online content, and seeing them grow and succeed, is incredibly gratifying. Knowing that my creativity not only solves problems but also inspires others to think differently and make their mark is what makes this work truly rewarding for me.

Do you have any insights you can share related to maintaining high team morale?

Throughout my career, I’ve had the privilege of leading teams of various sizes and expertise, ranging from small, specialized groups to larger, cross-functional teams. Each experience has taught me valuable lessons about leadership, particularly the importance of adopting a service-oriented approach. I firmly believe that as leaders, our role is to serve our teams, ensuring they have the support, resources, and environment they need to thrive. Here are some key learnings I’ve gathered on how to maintain high morale and effectively lead through service-oriented leadership:

Embrace a Service-Oriented Mindset: As a leader, it’s crucial to remember that your role is to serve your team, not the other way around. This mindset fosters a supportive environment where your team feels valued and empowered. By prioritizing their needs and well-being, you create a foundation of trust and mutual respect, which is essential for maintaining high morale.

Lead by Example: Demonstrate the values and behaviors you expect from your team. Show empathy, integrity, and commitment in your daily interactions. When your team sees you leading with humility and a focus on their success, they are more likely to adopt the same attitude in their work and interactions with others.

Empower and Support Your Team: Provide your team with the resources, tools, and guidance they need to succeed. Encourage autonomy and trust them to take ownership of their tasks. Empowering your team not only boosts their confidence but also fosters a sense of responsibility and pride in their work. Be available for support and coaching, but avoid micromanaging—allow them the space to grow and innovate.

Celebrate Achievements and Effort: Regularly acknowledge and celebrate both individual and team accomplishments. Recognition goes a long way in maintaining high morale and motivating your team to continue delivering their best. Celebrate not only the results but also the effort and dedication that goes into achieving them.

Encourage Open Communication: Create a culture of open and honest communication where team members feel safe to express their ideas, concerns, and feedback. Actively listen to what they have to say and show that their opinions are valued. When people feel heard and understood, they are more engaged and committed to the team’s success.

Foster Continuous Learning: Encourage a culture of continuous learning and improvement. Provide opportunities for professional development, and support your team in acquiring new skills. When people feel that their growth is a priority, they are more motivated and enthusiastic about their work.

Prioritize Well-being: Recognize the importance of work-life balance and the well-being of your team. Encourage them to take breaks, manage their workload effectively, and maintain a healthy work-life balance. When your team’s well-being is prioritized, they are more likely to be productive, creative, and satisfied with their work.

Be Adaptable and Resilient: Finally, demonstrate adaptability and resilience in the face of challenges. Show your team that setbacks are opportunities for learning and growth. By maintaining a positive and solution-oriented attitude, you inspire your team to stay motivated and focused, even in difficult times.

Leading with a service-oriented approach not only strengthens your team but also creates a work environment where people feel valued, supported, and inspired to do their best. When leaders serve their teams with dedication and care, it cultivates a culture of mutual respect, high morale, and collective success.

Contact Info:

• Website: https://paulamogollon.com
• Instagram: @paula_cxpert
• Linkedin: https://www.linkedin.com/in/paulamogollonmejia/