Aplicación de la metodología de diseño de servicios para el re-diseño del servicio de grúa del Ayuntamiento de Zaragoza

Abstract

Service design constitutes a specific work methodology. It focuses on needs, requirements and interests that concern users who make use of a given service. Its main purpose is, through the use of its own specific tools, to create valuable experiences.

This methodology is implemented through this present project. It is based on the redesign of the municipal crane service for the Zaragoza town hall. It is being conducted within the scope of the Chair for Service Design for Citizenship of the University of Zaragoza. This service has been awarded to an external company through a tender and consists of the removal of vehicles for infringement, abandoned, mobility and signaling of public roads.

This service redesign is required owing to observable issues linked to operating, economic and user’s experience factors.

For that purpose, both service needs and the context involved factors have been studied. Based on them, a series of insights has been found. Different solution concepts have been analyzed for, subsequently, trying to solve problems identified during the analysis.