Implementación del diseño de servicios y sus metodologías en la gestión municipal del cementerio de Zaragoza y sus servicios funerarios.

Abstract

Service design allows transforming a service experience according to the requirements of its users. Municipalities have the authority to manage different public services, such as cemetery services, which are of fundamental importance for citizens. The Zaragoza city council, owner of the municipal cemetery, manages the services and burial spaces, while funeral and crematorium services are operated by a concessionary company. This synergy, which is producing inefficiency in the service, together with the outdated funeral services, require a rethinking of the service to adapt it to current trends and needs. The objective of this communication is to show the results obtained in a project carried out within the scope of the Chair of Service Design for Citizenship of the Zaragoza University on cemetery management. This project aims to manage this space and its services in an optimal and balanced way. Moreover, it aims to design and implement a new funeral service that is adapted to the new generations, in accordance with user centred design requirements obtained through the use of tools that allow to discover patterns of the population real problems and needs.