The Monterrey, Guadalajara, and Mérida Chapters of the Service Design Network hosted the Service Design Week 2025 online, as a second edition.

We had a special guest, Carla Williamson, Service Designer at Manulife, who shared a compelling real-world story about how her experience in journey design helped transform Canada’s largest insurance company. 

A real story about how this practice transformed—through mapping, collaboration, and a powerful CX framework. The talk showed how journeys can change not only experiences but also organizational mindsets.