Program Operations & Design

2018 HPC National Conference Session

Design Thinking: Employing Behavioral Sciences in Program Design and Service Delivery

Thursday, April 26
8:30 AM - 10:00 AM
Location: 408 & 409 (4th Floor)
CEUs: BPI, InterNachi, NARI, ASHI

Last year we introduced participants to the concepts of design thinking and behavioral sciences, and walked through an abbreviated design thinking exercise. We also provided early examples of how we, and our partners, are using those techniques to enhance programs from incentive designs through service delivery. Join us this year to learn which strategies are working and what lessons we’ve learned along the way for both programs and contractors. Our dynamic presentation will reveal key steps in the ideation, prototype and testing phases, and provide tips on how to build an organizational culture for change management. In addition to presenting our progress from the business perspective, we’ll also share our customer journeys and partner evolutions to help you identify new opportunities for your markets.

Learning Objectives:

Laura Capps

Emerging Technologies and Services Manager
Efficiency Vermont

Laura facilitates the identification, research, development, and qualification of new disruptive technologies and services for Efficiency Vermont's future portfolio. Her current projects cover a wide variety of topics such as healthy homes, low-cost monitoring for small commercial and using advanced metering information to impact grid load shapes. Previously, Laura led the Advanced Commercial Buildings Initiative and Residential Green Building Services department for Southface Energy Institute in Atlanta, GA. Laura holds degrees in sustainable development and building construction from Appalachian State and Georgia Tech respectively, and numerous industry certifications and awards.


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Nick Lange

Senior Consultant - Emerging Savings Opportunities
Vermont Energy Investment Corporation (VEIC)

Nick Lange is an expert in residential energy program strategy and implementation, with a focus on the application of enabling technologies and services. As a lead of VEIC consulting’s emerging savings opportunities team, and in his role leading Efficiency Vermont’s Resource Acquisition Research and Development work, he works to develop and deploys tools and offerings to meet near term objectives in the service of long term strategic goals. Nick’s particular perspective contributes depth and critical thinking to the special challenges and opportunities afforded by areas like connected thermostats, behavioral savings initiatives, and customer engagement.


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Design Thinking: Employing Behavioral Sciences in Program Design and Service Delivery


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