2016 My Account

Opportunity:  In 2011, an east coast power company wanted to better understand how users approached various infographics created to help moderate home energy use. Strategically, the team was interested in uncovering how people are made aware of energy saving options and how to engage them on a utility site. 

Methodology: Through a series of remote usability tests, customers were asked about saving energy and then presented with four fictional scenarios that represented real-life queries they may have. These queries looked at daily use, use and weather and hourly energy use. The scenarios were presented in varying order to remove bias. 

Findings: The Smart Meter tools had positive response overall. In a tough economy, saving money trumps saving the planet, therefore energy use should be calculated into dollars. Consumers also respond well to comparison, and it was recommended that the site allow for usage compared to others "like me." Finally, visitors to the website don't spend a lot of time there. In order to capture a visitor these helpful graphics needed to be accessible from multiple points around the site. 

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Word Cloud

Participants were asked what they do to save energy. This word cloud shows prominence for things like specific light bulbs, paying attention to appliances and windows. 
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Home Comparison 

Participants liked seeing a comparison on energy use, but questioned whether the "average" home was similar in size. 

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My Home Energy

This eye catching chart allows customers to see the breakdown of how energy is used in their home from lighting to cooking and hot water.  This type of information had high possibility of behavior change.