Developing IT-based Interactive Services For The Power Consumer
As the market pressure is going to increase in the utility industry,
it presumes more effort will be put on the development of services. This
paper emphasize two general problems in the development process, which
services and how to design them? Through a pilot study with residential
customers about utility services can this report from the ISES-project
give some preliminary answers to these questions. The first indications
were that the respondents in the study rated most potential services highly
and they showed both a strong desire for better information from their
power supplier and a need for some practical power control services.
Secondly, the pilot study also indicated a great preference differences
between people concerning service complexity and control aspects. A difference,
which can be costly both for the marketing precision and the customer
dialogue if it not will be noticed and taken into consideration. To discover
people's preferences, the project has tested a tool, the Dynamic Decision
Style-model, to identify these preference differences with promising results.
At last, the paper shows how the knowledge from the pilot study has been
used to build a interactive utility information service on Internet. The
project worked to reach three important targets, flexibility in complexity
levels, interactivity, and to build a learning system for the service
provider. The overall objective was to reach a higher precision in the
service development and marketing process, in order to provide the customers
more value for their money.
The entire paper in PDF format.