What is thermal efficiency score feature?
Thermal efficiency score is a measuring range of how well insulated is your home is. It is calculated based on collecting temperature data in user's home through a in-home display device (IHD) connected to their smart meters. Based on their score it recommends users ways to improve their home's fabric
My role
I worked in a cross functional team to design the MVP of thermal efficiency score feature in the ivie app which had a potential for significant business revenue majorly through partnerships. I primarily worked on research, and design in collaboration which led to 75% users willing to use the feature again
Project breakdown
Iteration 1 - MVP
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Design - 8 weeks
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Research - 6 weeks
Iteration 2
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Design - 5 weeks
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Research - 5 weeks
The project was aimed at creating a thermal efficiency score feature in the ivie app as a method of tracking thermal improvements of homes to help users make informed choices about improving the fabric of their home
Goals and opportunity
Value proposition
At this stage empathising with our target users was important to understand: What are user pain points and why would they use & trust our thermal efficiency score feature?
So, here's a story of Martin, a mid 50s UK homeowner, who is energy cost conscious and eco-aware
“My home loses heat quickly, and I don’t know how to improve it.”
#key pain point 1
#key pain point 2
“I want to retrofit my home, but I’m unsure if it’ll truly improve efficiency—and are there any offers to help with the cost?”
#key pain point 3
“My boiler is broken—what are my best options for an efficient replacement?”
How might we empower users like Martin to understand, track, and improve their home’s thermal efficiency while providing clear guidance on cost-saving upgrades and reliable options for retrofitting?
Service blueprint
Next, mapping a service blueprint was important to understand how the feature would work both for users and at the backend. This was done by empathising with out target users using the proto-personas
Testing the MVP
User Goal: Understand my home’s thermal efficiency to identify and take actions that reduce energy costs and improve comfort.
Iteration
View other user flows here via Figjam
Conclusion / Impact
Next steps
Research Objectives
Methodology
10 usability testing and interviews + feedback survey on prototype.
Participants: ivie app users without a ivie bud (in-home display)
No heat pump users; 4 planning to install soon.
Sampling
# 1
...to do this we created some quick proto-personas based on our current user base demographics & previous primary research
Impact: This helped in next stage of mapping an overview of an ideal user journey thinking from a point of view of our users
Usability issues
View detailed service blueprint here via Figjam
3 design thinking workshops
I conducted 3 design thinking workshops with designers, researchers, product owner, & project managers to prioritise issues to address, brainstorm ideas and prioritise developing/building solutions in the app
step #1
Gathering stakeholder requirements& assuring alignment with goals
step #2
Brainstorming with How Might We (HMW) statements & user stories
step #3
Prioritising with MoSCOW (must, should, could, would) matrix
View detailed UX thinking here via Figjam
Key design iterations
Testing the iterated design
Insights
Along with usability issues a lot of other insights were discovered that helped improve the feature as well as the overall app
Gaps identified
There were gaps identified in meeting user needs of the feature. Users needed more clarity on calculation of the score & also and mentioned other pain points of adopting low carbon tech specifically heatpump that the feature could help address
#1
User motivations to
use the feature
Lower energy bills and carbon footprint
Driven by government incentives and old heating system upgrades
#2
Trust Issues
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Questions on data accuracy and transparency
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Importance of clear calculations for trust
#3
Adoption Challenges
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Skepticism toward installers and concerns about costs, heat pump effectiveness
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Difficulty with learning new tech
#4
Perceived Value
Found tool useful but wanted comparisons with similar tools
Most felt it added value to the app
Determine the feature alignment with user needs.
#1
Evaluate user trust in the information provided
#2
Understand low-carbon technology adoption challenges
#3
Identify key information sources for user
#4
Identify any usability issues
#5
Designing the key user flow (in app)
Methodology
8 usability testing and interviews + feedback survey on prototype.
Participants: ivie app users who have used the tool
1 heat pump user; 3 planning to install soon.
Sampling
Research Objectives
#1
Determine feature alignment with user needs
#2
Evaluate user trust in the recommendation provided
#3
Evaluate user experience improvements with previous iteration
#4
Identify any usability issues in the iterated designs
Insights
Overall, there was a mix of positive and negative user feedback which shows that the feature has improved UX since its previous (MVP) version, but still has further scope for improvement.
#1
Usefulness of referrals
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Refrrals seen as moderately useful. Saves time researching installers and good to see financial aid
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Concern: Perception that referrals benefit ivie more than the user
#2
Information gaps & trust issues
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Lack of trust due to limited details about ROI, upfront costs and real world examples
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Users want localised information (e.g local installers, energy provider - specific offers)
Designing the MVP
Reflecting on our journey to develop the thermal efficiency score feature for the ivie app, we successfully identified and addressed key user pain points, leading to a design that 75% of users expressed willingness to use again. Our cross-functional team's collaborative efforts in research, design, and iterative testing were pivotal in achieving this outcome.
Considering other use cases
For best experience view desktop version
#1
Enhance score and referral transparency
#2
Expand educational content
#3
Improve personalised
recommendations
#4
Foster partnerships
#5
Continuous user engagement
Navigating Cross-Functional Collaboration
#1
Aligning Diverse Priorities
Different teams had varying goals, making alignment difficult. I facilitated workshops to establish shared objectives.
#2
Navigating Technical Constraints
Some designs weren’t feasible due to system limitations. I collaborated early with engineers to find viable alternatives.
#3
Ensuring a Shared Understanding of User Needs
Teams focused on their own KPIs, risking a loss of user focus. I reinforced research insights to guide decisions.
#4
Decision-Making & Iteration Speed
Multiple perspectives delayed progress. I streamlined discussions and prioritized quick feedback loops.
#5
Building Trust & Effective Communication
Misalignment caused friction. I fostered transparency and ensured all voices were heard.
Challenges I faced & my key learnings