Enhancing the network of domestic laborers in Monterrey, Mexico

UX Design, Project Leadership, Service Design

Project Objective

In 2015, the UN came up with 17 goals designed to "achieve a better and more sustainable future for all" around the world, intended to be achieved by 2030. "Achieve gender equality and empower all women and girls" is goal #5. This project aims to contribute to that goal through a smaller, more approachable endeavor.

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La Catrina Project aims to enhance the network of women laborers within Monterrey, providing them with tools and tangible solutions to receive labor rights and benefits from employers.

A wicked problem is a social or cultural problem that is difficult or impossible to solve for as many as four reasons:

1. Incomplete or contradictory knowledge
2. The number of people and opinions involved
3. The large economic burden
4. The interconnected nature of these problems with other problems.

- Stanford Social Innovation Review


For the scope of a project, we had to zoom-in on the system of gender inequality in the world. We focused on domestic labor in Monterrey, Mexico.

Gender inequality in the world

Gender inequality in Monterrey, Mx

Gender inequality in domestic labor

With a clear scope, we began shaping our research approach—identifying who to interview, where to focus our secondary research, and how a co-creation workshop could add value.

01 RESEARCH

Our interview process gave us the most crucial insights as to what problems exist and what problems exist in this employee-employer system. Our transcripts were coded into MaxQDA.

To better understand the dynamics of domestic work in Mexico, we examined the roles and relationships between domestic workers and the employers—known as Patrones—who rely on their labor.

While domestic workers make comfort and stability possible for their Patrones, our research uncovered how their labor remains invisible, undervalued, and taken for granted.

02 synthesis

Domestic work accounts for 7.5% of women’s wage employment worldwide.

- Luebker, Malte, et al. Domestic Workers across the World: Global and Regional Statistics and the Extent of Legal Protection. International Labour Office, 2013.

Who are Domestic Workers?

- Sometimes live-in employees
- Most often female.
- Play a crucial role in Mexican culture
- Take care of cleaning, cooking, washing, childcare, gardening, groceries, and even watching the home.
- Considered shadow or invisible work.

Who are the Patrones?

  • Hire domestic workers

  • Mother, father, or any parental figure

  • The owners of the house

  • Have higher-paying jobs

  • Afford to pay someone else


Domestic workers enable the Patrones to have an easy-going life and the ability to enjoy their free time.

Three themes would soon shine light on areas of opportunity

01

There is no standard pay or benefits given to Domestic Workers

“They pay me a bi-weekly salary...into my account.” - Domestic Worker #1

“We pay with cash on a weekly basis.” - Patron #1

“If she doesn’t come, I don’t pay her for the day. If she asks for vacations, I take those days from her December holidays.” - Patron #2

Information regarding standard pay or benefits for Domestic Workers is not readily accessible.

Some Patrones sit down with their Domestic Workers and talk about pay, rights, and obligations.

• There is a strong network primarily between women working in the domestic field.

• Many Domestic Workers are concerned about their pay but are not very knowledgeable about getting insurance and any other benefits.

02

03

Patrones say they appreciate domestic work, but actions say otherwise.

Patrones have the responsibility of providing health insurance and holidays for Domestic Workers. Some are aware of this and do not act upon it.

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“To have individual economic growth, you need insurance and social security.”

-Educator of Fundación Alfa in Monterrey

How might we…

provide standard pay or benefits given to Domestic Workers?

make information regarding pay or benefits accessible?

persuade Patrones to show their appreciation for domestic work?

03 CO-CREATE

Co-creation workshops gave the project a broad range of perspectives and solutions

Co-Creation Workshop

Two-thirds of our team conducted a Co-Creation Workshop in Spanish through Zoom and Google Slides with notable stakeholders, like consultancy professionals, psychologists, and Mexican government workers that had knowledge or experience with Domestic Workers, simulating real world stakeholder client interactions.

​First, we presented background on the topic, including our research and interview findings, and then proceeded to three rounds of brain writing to find solutions to the three stated problems.

Lastly, we asked the participants what ideas from others they liked, what ideas were feasible, and what challenges might still exist.

Domestic workers are the backbone of Mexico, according to our ecosystem maps

04 DESCRIBE

03 New Proposed Service

In this map, we have implemented our solution, La Catrina Project together in collaboration with Fondo Semillas (a non-profit, non-governmental association).

We provide help from Guides, who are experienced Domestic Workers. They inform novices on how to receive the proper rights and benefits they deserve. This takes the form of a tangible, comprehensive contract that the Guides provide to the Domestic Worker, so they can give it to the Patrones to sign.

02 Community Current State

This ecosystem map shows the relationships between Patrones, Domestic Workers, and the community around them, and the concept is key to understanding the system surrounding Domestic Workers.

01 Current State Ecosystem Map

This ecosystem map shows the connections between Patrones, Domestic Workers, and the community around them, and the concept is key to understanding the system surrounding Domestic Workers.

  • 01 Current State

  • 02 Community Current State

  • 03 New Proposed Service

  • First ecosystem map iteration

Journey maps and swim lane charts as communication tools for service delivery

05 DESIGN

Journey maps and a swim lane chart served as bridges to bringing La Catrina Project to life. These maps help describe the main interactions between Patrones, Domestic Workers, Guides (who mentor the Domestic Workers in our programs), and Program Coordinators (who manage the Guides).

01 Swim Lane Chart

Describes our service starting from the main trigger: when a Patron seeks a Domestic Worker. Once they identify them and hire them, it is their responsibility to sign the contract that guarantees Rights and Benefits for the Domestic Worker. The most crucial moment for the worker is when they understand and sign the contract provided.

02 Service Blueprint

To understand the full-service components and system, we created a service blueprint that shows a Domestic Worker's journey working actively with a Guide and understanding what processes are needed to provide the best experience to all stakeholders.

View the full service blueprint here.

03 WhatsApp Journey Map

WhatsApp is the most prevalent messaging app in Mexico.​

To dive deep into the micro-interactions that will happen remotely, we created the WhatsApp Journey of communication between the Domestic Worker, the Guides, and the Patrones. These interactions can happen in person as well, but we chose to portray it digitally so that it considers COVID-19 realities.

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06 DEVEOLOP & DELIVER

Proposing a long-lasting solution that includes engaged consent

Long Term Solutions

With knowledge comes power, and there is power in numbers.

Our long term solution is to continue to build on the network of female domestic workers in Monterrey, and to encourage them to share their stories, knowledge, and understanding of their rights.

We hope to increase transparency about the wages, benefits, and unequal treatment often given to domestic workers.

Contract of Service

This is an essential agreement between Patrones and Domestic Workers. Patrones are part of our long term solution, too. Patrones and Domestic Workers can sign this contract together to solidify the professionalism and respect of their relationship.​ We understand that not everyone comes from the same background, which is why we created a contract to obtain engaged consent.


La Catrina Project Website With Fondo Semillas

We created the foundation for our portal, where domestic workers can sign up to be a part of our program, our network, and receive help from our Guides. Check out some of the pages below. 

Landing page

Labor Contracts 101

Online worker profile

  • Low-fidelity wireframes

  • Social media mock-ups

  • Mid-fidelity wireframes

  • Final presentation delivery

Project Takeaways

I learned a lot about services, systems, and creating ecosystem maps as well as UX solutions that work within services.

This is a project that is very close to me, and it felt rewarding being able to engage this community. It would be a dream come true to implement this project. Please reach out to me if you are interested in making this come true for the hardworking domestic employees in Monterrey, Mexico. 

Awards

La Catrina Project was recognized for Professionalism at the 2021 SCAD Service Design Network Homecoming Awards event.