We spent three weeks embedded in two funeral cooperative teams, observing service selection meetings with families and attending funerals. We spoke in-depth with various stakeholders throughout the service journey, from porters to bereavement support professionals, receptionists, celebrants, and funeral directors.
We documented the user experience of bereaved families, from the first call until several months after the funeral. We identified what the cooperatives were already doing very well, in order to strengthen or expand upon those services, as well as opportunities to better meet the needs and expectations of families.
We defined 31 steps in a comprehensive bereavement support service that truly fulfilled the needs of today's grieving families.
We've identified 16 strategic projects that would help cooperatives position themselves at the forefront of funeral services, from space planning to digital interfaces and new services and products.
We presented the results of this mandate to the 20 Quebec cooperatives present at their annual summit, who successfully adopted them. Several of the proposed projects were launched, and several of the cooperatives have already evolved their processes and ways of interacting with their customers. This project will continue to fuel their efforts for many years to come as they continue to develop their services.
