Creating Customer-Centric DSM/DER Programs, Marketing, and Experiences
Utility-only Pre-conference Workshop*
Monday, February 19, 2018
Feb 19: 8am-3:30 pm
Trainer: Bill LeBlanc, E Source
Rate: $575.00 (US) per person* or 3 group member points
This is a Utility-only workshop
Why did it take 80 years for luggage designers to put wheels on suitcases? Sometimes obvious solutions are hard to see…and momentum and habits set in. Developed at Stanford University’s Institute of Design (the ‘d.school’), Design Thinking can be applied to any challenge. Initially used in tech companies such as Apple (the computer mouse is an early win), then to service industries such as the Mayo Clinic’s award-winning patient care process and Bank of America’s hyper-successful “Keep the Change®” program, it’s now ready to be part of the energy industry.
Design thinking can create new ways of looking at old problems, or to dive into brand new areas. Challenges such as rate design, connected/smart homes, EVs, demand response, energy efficiency, or low income programs can all benefit from using customer empathy as starting point in design.
In this workshop, attendees will learn through a hands-on approach how to extract key insights from ethnographic research where we delve deeply into customers’ needs, wants, and fears. You will then “peel the onion” to discover why customers feel and act the way they do. Attendees will then move through the design process, creating Points of View, “How Might We…” statements, and then onto brainstorming for new and different solutions that customers just might like enough to share on social media! Finally, we’ll talk about the importance of rapid-rough prototyping as well as storytelling.
Attendee Takeaways include:
• How the design thinking approach is different than typical product development stage-gate processes
• How to use the power of open-ended ethnographic research to develop true customer-centric insights
• Experiencing the application of design thinking to real DSM challenges you are facing today
Bill LeBlanc has been a leader in utility customer programs and strategies in his 20+ year career, with expertise in program design, marketing, market research, new product development, and behavior change. His career includes stints at PG&E, EPRI, and consulting firms. Before joining the utility industry, Bill worked for Disney as well as Apple.
Cancellations received by 2/5/18, will receive a refund, minus a $100 processing fee. Cancellations received after 2/5/18 & no shows will not receive a refund. AESP reserves the right to cancel the training at any time with reasonable notice given to all participants. If a program is canceled, refunds will be paid in full for the training canceled or you may reschedule attendance. In the event of a cancellation, AESP is not responsible for non-refundable airfares, other airfare penalties, or travel charges you may incur.