Post on 14-Aug-2020
transcript
www.peakload.org
Gamification: is DR in the Game?
Ward Eames, NTCSharyn Barata, Opinion DynamicsAndrea Simmonsen, Idaho Power
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15 minutes
Ward Intro on what gamification is, how it works, how it causes engagement, game theory, parameters to accomplish goals
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Gamification
Live Performance
Print Materials
Web Development
Video Production
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What’s in a game?
Gamification
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What’s in a game?
Gamification
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What’s in a game?
Gamification
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What’s in a game?
Gamification
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What’s in a game?
Gamification
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Mobile Application = AppAndroid and iPhone
or
What’s in a game?
Is it an App or a Game?
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An app: a tool to get work done
A Game:a structured form of play, usually undertaken for enjoyment and sometimes used as an educational tool.
Tetris Candy Crush
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Educational Digital Games
- eLearning Industry
“involves the use of computer and video games specifically aimed to produce learning outcomes. It is designed to balance subject matter and gameplay, and later assesses the ability of the learner to retain and apply the acquired knowledge to real-world scenarios.”
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Educational Digital Games
- eLearning Industry
“involves the use of computer and video games specifically aimed to produce learning outcomes. It is designed to balance subject matter and gameplay, and later assesses the ability of the learner to retain and apply the acquired knowledge to real-world scenarios.”
Applies to Customer Engagement
in DSM and DR
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Educational Digital Games for DR
A game designed to balance subject matter and gameplay and measure the ability of the customer to retain and apply the acquired knowledge to utility demand response programs.
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Educational Digital Games for Customer Engagement in DR
Gamification
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15 minutes Andrea Examples of Games
Examples of Games
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Examples
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Cool Choices x x x x xWeSpire x x x x x x xEcoinomy x x x x xVermontivate x x x x x x x x xPower Agent x x x x x x xJouleBug x x x x x x x xReduce the Use x x x x x xSMECO Savings x x x x x x x xKansas Take Charge x x x x x x x xBeat the Peak x x x x x x x x
Workplace Examples• Cool Choices
• Set of cards each month with actions• Document actions on website• Earn points = donation to charity
• Ecoinomy• Actions tied to sustainability and financial savings• Earn e.coins for logging sustainable actions• Leaderboard shows rankings
• WeSpire• Earn points with 1-time and repeatable actions• Advance through levels• Web-based and mobile applications
Vermontivate• Form teams (Vermont towns or schools)• Weekly challenges to earn points• Raising awareness• Winning town received ice cream party from Ben & Jerry’s
Power Agent• Two teams (family with teens) competed• Mr. Q announced mission daily via mobile phone• Used AMI data• Daily summary of performance and potential savings if continued
JouleBug• Uses an app• Take action X# of times to earn pin (badge)• Share on social media (competitive)
Reduce the Use in District 39• Households competed• Received monthly updates and tips• Compared to peers
SMECO Energy Savings Challenge• Reduce use compared to previous year• Facebook • Prizes
Kansas Take Charge Challenge• Six/16 towns competed• Actual savings, long-term predicted savings from upgrades• No online presence (lack of home computers)
≠
Beat the Peak• Day ahead notification of events• Reduce use to win prizes• Tips on Ways to Beat the Peak
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10 minutes
Sharyn Measuring Customer Engagement Success
www.peakload.org
ASSESSING THE EFFECTIVENESS OF CUSTOMER ENGAGEMENT
STRATEGIES
Sharyn BarataOpinion Dynamics
Measurement of Customer Engagement (CE)Utilities and Program Administrators (PAs) throughout the country are experimenting with different customer engagement strategies
Understanding their effectiveness is critical to figuring out return on investment Sponsors look at the value of customer engagement from many
perspectives: Customer relationship development Participation lift Higher levels of customer satisfaction Energy and demand savings
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Measurement of Customer Engagement (CE)
Various techniques are used to explore the effectiveness of CE strategies and determine if they generated the desired effects
• Customer interviews are often used to explore engagement effects on a qualitative level and then used to suggest campaign improvements.
• Quantitative CE research can include surveys, experimental design and statistical research. This research measures customer engagement results and the effects the campaign is having on future customer behavior and indirect effects resulting from this change in behavior - such as higher participation and/or energy and demand savings.
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Example - Energy Upgrade California – Umbrella Marketing Campaign• The Statewide Marketing, Education and Outreach (SW ME&O)
program, implemented under the umbrella brand, Energy Upgrade California, is a social marketing initiative that utilizes a wide range of marketing channels – with the goal of educating, motivating and activating consumers to take energy-savingactions
• The Center for Sustainable Energy (CSE) used a range of marketing channels to engage residential customers and meet program objectives
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Energy Upgrade California
Source: Center for Sustainable Energy (CSE)PLMA Austin 2018
CPUC ME&O Workshop - Evaluation Results 34
The CPUC, CSE, and stakeholders participated in a process to develop specific metrics to judge performance of the program
Awareness of Energy Upgrade California Knowledge among IOU ratepayers who are aware of Energy
Upgrade California of the specific actions and opportunities communicated by the initiative that they can take to better manage their energy use Engagement with Energy Upgrade California website, digital media,
social media, and community outreach Participation in and engagement with Energy Upgrade CA by CBOs,
local governments, retailers, and realtors
Program Metrics
Establishing Metrics and Success Criteria is Key
However, once established - planning, tracking and measurement of metrics is critical to implementing successful customer engagement efforts
•Develop strategic marketing plans
Establish Objectives
•Identify most salient metrics
Identify Metrics•Use industry
benchmarks, historical experience
Determine SuccessCriteria
•Document•Tie perform.
to objectives
Measure & Track Achievement
PLMA Austin 2018
Evaluation Overview: Audit and Verification Study Component
CPUC ME&O Workshop - Evaluation Results 36
Evaluation Activity Evaluation Purpose
In-Depth Interviews with Program Staff
Provides context around overall strategy and implementation of program activities
Program Material Review Serves as documentation of program activities
Observations of Retail and CBO Events
Provides qualitative data on the implementation of retail and CBO events, including the consumer experience
In-Depth Interviews with CBOs
Provides qualitative data on the role of CBOs in the program, their feedback on the process, challenges and recommendations for improvement
Evaluation Overview: Effectiveness Study Component
CPUC ME&O Workshop - Evaluation Results 37
Evaluation Activity Evaluation Purpose
Residential General Population Surveys
Provides a measure of change over time for key metrics among the general population
Self-Report Attribution Survey
Provides a measure of attribution to the program for key metrics such as awareness, knowledge and action taking
Event Follow-Up Survey
Mobile Outreach Survey
Some Findings from Marketing Campaign Research
PLMA Austin 2018 38
Each marketing channel reached vastly different numbers of California residents Awareness is often not a good indicator of future actions Consumers were significantly more likely to remember some types of
interactions than others (retail events, mobile outreach) Retail events appeared to have the greatest impact on information
seeking behavior Changes in daily routines were more common than home
improvements
Is your initiative successful at lifting participation and achieving energy savings?
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When Creating your DR Game - Remember
Research and Evaluation matters! What are your goals and anticipated outcomes? What metrics will you use to see if your game is successful? How will you measure these metrics?
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15 minutes
Ward Professional Educators Network (PEN) study
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• 7,000 Members• K-12 Teachers• Rural, Suburban, Urban• Public and Private Schools• Variety of Socioeconomic Environments
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10 minutes Ward Set up for breakout: here’s what you need, how to create a game/structure for various issues in DR, include how you will evaluate, target group, how people will play, what will keep them coming back, how does it fit into what you need to drive and your goals, what would it look like.
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Let’s Create Our Own Educational Digital Game for Customer Engagement in DR
Gamification
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If you build it will they come?
For Your Consideration
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Electric Vehicles Time of Use
Smart HomeTechnologies
Direct load Control
Emergency DROther
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For Your Consideration3. Creative:
Access?Tracking?
Name?Music?
Sound Effects?Game play?
Leader Board?
2. Demographic Target:Adults with Children?
Young Adults?Home owners?
Seniors?Small Business?
4. Evaluation:How do you measure success?
1. Objectives:Engagement?
Reputation (JD Powers)?Push Messaging?
Education?Opt-in?
Expressed Written Consent?
5. Promotion:50% of the total budget
Contacts
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Ward Eames, NTCWEames@NTCCorporate.com612-839-3829
Sharyn Barata, Opinion Dynamicssbarata@opiniondynamics.com509-288-4094
Andrea Simmonsen, Idaho Powerasimmonsen@idahopower.com208-388-5488