Low and Moderate Income Customer Experience
Problem:
Low and moderate income households (LMI) make up 42% of the overall customer base. Those who receive assistance have far better outcomes, making up only 4% of disconnections, while only 1 in 3 low income receive assistance on a yearly basis. Today, the organization does not have the capability to track and measure moderate income assistance and program participation.
How might we provide easy access to meaningful assistance, and double the amount of LMI customers who make use of savings programs and energy waste reduction opportunities?
Goal:
1 in 6 > 1 in 3
Low and moderate income household participation in energy assistance and waste reduction programs by 2027.
Outcomes
Integrity, creativity, and empathy shape the way we work. These aren't just words—they’re the foundation of everything we build. We believe in doing great work, building real relationships, and making it easy for you to get the results you’re looking for.
100k Enrollments, 400k Leads
Eliminating the need for marketing expenses due to capacity limits.
Customer self-attested income
Increasing speed to participate and enhanced data collection, performance tracking, and goal projection.
Formalized customer-centric product team
Continuing human-centered practices with dedicated resources and detailed product roadmap.
2 week Experience Design ‘sprint’ standard
Enabling better project tracking, capacity planning, and Experience Design practice documentation.
Approach
Leveraging Design Thinking, and human-centered methods, the work was organized into two macro phases:
Discovery and MVP Definition
Solution Refinement and Delivery
Discovery and MVP Definition
Understand the breadth and depth of the problem space to uncover core needs a potential solution should address, revealing the ‘why’ behind customer motivations, values, and behaviors. Co-Create an experience vision and define a near-term solution.
Solution Refinement and Delivery
Understand the breadth and depth of the problem space to uncover core needs a potential solution should address, revealing the ‘why’ behind customer motivations, values, and behaviors. Co-Create an experience vision and define a near-term solution.
Outputs
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