First Principles for Smart Meter Experiences
As the world undergoes a radical transformation in gas and electric energy usage through the installation of smart gas and electric meters (which enable real-time usage and energy pricing information/feedback), key stakeholders (regulators, utilities, technology vendors, appliance manufacturers) need to think about how to design the customer experience.
As I mentioned in my last blog, my participation in the energy efficiency workshop at Stanford's Precourt Institute triggered some key conclusions that I presented on the closing panel discussion. I've dubbed these principles "The First Principles", since they are what designers of the new utility customer experience should think about first.
1. Embrace customer-centered design
2. Blend rational and emotional experiences
3. Engage customers in small, observable steps of adoption
4. Segment by observable customer actions
5. Use action research to drive emergence and evolution of solutions
As I mentioned in my last blog, my participation in the energy efficiency workshop at Stanford's Precourt Institute triggered some key conclusions that I presented on the closing panel discussion. I've dubbed these principles "The First Principles", since they are what designers of the new utility customer experience should think about first.
1. Embrace customer-centered design
2. Blend rational and emotional experiences
3. Engage customers in small, observable steps of adoption
4. Segment by observable customer actions
5. Use action research to drive emergence and evolution of solutions
posted by Peter Honebein at 7:35 AM
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