Aplicación de la metodología de diseño de servicios en el servicio de recogida de residuos y limpieza de Zaragoza

Abstract

Service Design is a discipline that focuses on the needs of the users and their experience throughout the service creating links between the different stakeholders involved. Zaragoza City Council has, among its competences, the management of different services offered to citizens. This makes us think that it could be useful to use the service design methodology to design them.

Within the framework of the “Cátedra Diseño de Servicios para la Ciudadanía” of the University of Zaragoza, the improvement of the waste collection and cleaning service of the city of Zaragoza is proposed with the application of specific tools of the commented methodology. A survey has been performed to obtain the perception that the citizen has about the service, and carried out personal interviews with different technicians that participate in it, in this way it has been possible to locate specific problems within it. The objective of the project is to generate solution concepts for the problems detected through co-creative design activities among all the stakeholders involved.