DESIGNTOREDUCEENERGYUSEINTHEHOMEImproving the Consumer-Facing Strategyand Innovating the System User InterfaceDesignManage...
DESIGNTOREDUCEENERGYUSEINTHEHOMEIMPROVING THECONSUMER-FACINGSTRATEGYDesignManagement
Current statelimitations of PowcoCustomer-facingStrategyDesignManagement
PROBLEMS           Dependence on consumer to moder-                   ate home energy usage.OUT THERE                   Ex...
COMMUNICATION POWCO wants to communicate a complex message.    “We want you to use less, but we are capable of providing.”...
TECHNICAL                   Power companies require the customer to do the vast                   majority of the legwork ...
RAISE        AWARENESS             How do customer feel                 about interacting       with the power company?   ...
Ideas fora proposedsolutionDesignManagement
RAISEAWARENESSSolutions  It isn’t just the service, it is how that  service makes the customer feel.  Free home energy dia...
INCENTIVES                   Credit Union or COOP approach                   Rebates, Point/Reward Systems                ...
IN-HOME DEVICEDesignManagement
CONVENIENCE              Associate new behavior with              an existing routine                   Less work for cust...
USER CENTEREDIntroduce ownership  User is in control of total home  energy profile.  User can create settings and goals  a...
FEEDBACK        Give user frequent feedback        about the consequences of        their actions.                   Detai...
Powco reaching out to customers  Educational institutions are  important partners.  Develop better  customer  relationship...
MARKETINGMESSAGE                   Communicate specific goals                   Social networking                   Possib...
BenefitsDesignManagement
BENEFITSFor the power company                   Improved customer and community                   relationships           ...
BENEFITSFor the consumer                   Ownership of home energy usage                   Greater savings               ...
BENEFITSFor the environment                   Less energy waste                   Reduce carbon footprint                 ...
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Presentation Design Management

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Energy in the Home, Design Management

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Presentation Design Management

  1. 1. DESIGNTOREDUCEENERGYUSEINTHEHOMEImproving the Consumer-Facing Strategyand Innovating the System User InterfaceDesignManagement + InteractionDesign
  2. 2. DESIGNTOREDUCEENERGYUSEINTHEHOMEIMPROVING THECONSUMER-FACINGSTRATEGYDesignManagement
  3. 3. Current statelimitations of PowcoCustomer-facingStrategyDesignManagement
  4. 4. PROBLEMS Dependence on consumer to moder- ate home energy usage.OUT THERE Existing incentives are not enough to catalyze change. General lack of consumer awareness of energy supply limits and POWCO strategic goals.DesignManagement
  5. 5. COMMUNICATION POWCO wants to communicate a complex message. “We want you to use less, but we are capable of providing.” Ambiguous, ineffective service brand messaging. Large, unmet challenges in shaping communication. Obtusely communicated incentives and promotions. No active feedback loops (conversations). Lack of tailored/targetted consumer messaging.DesignManagement
  6. 6. TECHNICAL Power companies require the customer to do the vast majority of the legwork Site energy calculators are hard to use, ineffective Until recently with the implementation of smart meters, there was no feedback as to the user’s energy consumption until the monthly bill arrived.DesignManagement
  7. 7. RAISE AWARENESS How do customer feel about interacting with the power company? Do they think it works? Why? Do they think it is broken? How? What is their experience from the first phone call to paying the final bill?What would get them excited?
  8. 8. Ideas fora proposedsolutionDesignManagement
  9. 9. RAISEAWARENESSSolutions It isn’t just the service, it is how that service makes the customer feel. Free home energy diagnostic with account setup for residences. Use real numbers to shock them or make them feel their choices really do matter Send energy saving tips via the web, email, or textDesignManagement
  10. 10. INCENTIVES Credit Union or COOP approach Rebates, Point/Reward Systems Community-Based. Challenges/Competitions/Partnerships Tailored Incentives for Generational/Demographic Groups. Upgrading Older Homes/AppliancesDesignManagement
  11. 11. IN-HOME DEVICEDesignManagement
  12. 12. CONVENIENCE Associate new behavior with an existing routine Less work for customer Easy to understand Convenient features such as auto bill pay, local weather,efficiency modeDesignManagement
  13. 13. USER CENTEREDIntroduce ownership User is in control of total home energy profile. User can create settings and goals around personal preferences. Mobile app options for greater flexibility, controlDesignManagement
  14. 14. FEEDBACK Give user frequent feedback about the consequences of their actions. Detailed energy usage Real-time savings/loss Understand consequences and make better choices Introduce or increase present gains Choice bracketing - daily vs yearly totals Tips for saving energyDesignManagement
  15. 15. Powco reaching out to customers Educational institutions are important partners. Develop better customer relationships TEAMWORKDesignManagement
  16. 16. MARKETINGMESSAGE Communicate specific goals Social networking Possible message “Save Energy: For your home and yourself”DesignManagement
  17. 17. BenefitsDesignManagement
  18. 18. BENEFITSFor the power company Improved customer and community relationships Decreased strain on existing facilities Poised to usher in new, sustainable technologiesDesignManagement
  19. 19. BENEFITSFor the consumer Ownership of home energy usage Greater savings Sense of responsibility—home own- ership, energy usage, conserving re- sourcesDesignManagement
  20. 20. BENEFITSFor the environment Less energy waste Reduce carbon footprint Explore renewable energy sourcesDesignManagement
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