Using Design Thinking to Increase Utility Program Participation

Navigant used design thinking and innovative evaluation principles to redesign PECO’s energy efficiency program application experience

Challenge

PECO wanted to increase participation in its commercial and industrial energy efficiency programs to better serve its business customers. Through a customer experience evaluation, PECO and Navigant identified that redesigning the commercial and industrial application process would lead to increased participation. The challenge was to identify how to design a better commercial and industrial application experience.

 

Solution

In April 2019, Navigant’s design thinking experts traversed greater Philadelphia, visiting six market actors over two days. They immersed themselves in the world of lighting contractors and distributors, touring a warehouse, watching a contractor complete the application on her computer, and witnessing trade allies purchase products in-person from distributors. The team compiled all findings, brainstormed ideas, and made several innovative recommendations to PECO. Recommendations included adding a distributor rebate partner to the implementation team, adding a sticker to the eligible equipment advertising the incentive, providing an instant incentive for each completed program application, and redesigning the application form to be online and user friendly.

 

Impact

Navigant provided an array of innovations to help PECO revise its application experience. The team compiled all findings, brainstormed ideas, and made several innovative recommendations to PECO. PECO is working to incorporate these ideas into its current program strategy. The ideas will also support the next iteration of the PECO portfolio design.

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