Final remarks: 

Our team began by investigating why clients and staff described the funeral planning experience as “tedious” or “unpleasant.” Through interviews, spatial observations, and research into Singapore’s funeral practices, we discovered that these feelings stem from inexperience, emotional overwhelm, taboo around discussing death, and long, tiring consultations. Clients often entered the process without prior knowledge or support, while staff experienced compassion fatigue. Together, these factors created a desensitized and intimidating environment that affected both emotional comfort and practical decision-making.

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From these insights, we developed the HOME framework, a service and spatial strategy designed to create a more sensitive, intuitive, and comforting experience. By rethinking circulation, zoning, emotional pacing, and how products are displayed, we aimed to make ACM feel familiar, supportive, and easy to navigate much like a home. Strategies such as conscious spaces, guided movement, and step by step decision making help users regulate emotions, understand the process, and make clearer choices. Through this approach, the service becomes more organized for inexperienced users, more sensitive for grieving families, and more aligned with ACM’s compassionate values.