Energy Program Engagement
Turning Contractors into Catalysts for Energy Conservation.
Situation
A large utility serving more than one million customers struggled with low participation in its energy-efficiency programs—and weak relationships with the contractors responsible for delivering those programs.
Approach
I led a team focused on improving program participation. First, I recommended focusing first on the two conservation programs with the greatest potential impact (energy savings) if engagement were improved.
My team conducted a discovery phase combining analysis of existing program data with interviews of customers, program staff, and—most critically—contractors. Because contractors work directly inside customers’ homes, they provided unusually rich insight into customer perceptions, trust gaps, and friction with the utility.
We facilitated design workshops with program teams to translate contractor and customer feedback into journey hypotheses and to identify high-impact moments of truth.
We prototyped new processes, tools, and communications and tested them with customers and contractors. Improving the contractor experience was treated as a prerequisite for improving the customer experience.
Finally we formed cross-functional implementation teams and facilitated detailed action-planning sessions covering objectives, accountabilities, milestones, budgets, and success metrics, building a three-year roadmap to guide delivery.
Outcomes
Over three years, the utility implemented approximately 15 coordinated experience improvements across the full customer and contractor journey, including:
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Segmented and targeted marketing strategies
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Clearer program communications and expectations for customers and contractors
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Streamlined contractor portal workflows and reduced administrative steps
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Faster inspection and rebate timelines
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Redesigned program close-out experience that thanked customers, gathered feedback, and promoted personalized next-step programs
The initiative repositioned contractors as strategic partners in customer engagement and materially improved the end-to-end experience supporting energy conservation.
Customer and Contractor Future State Journey Map
Roadmap of Improvements
