PRESENTED BY: HANNAH CARMALT JUSTUS, EMI CONSULTING CO-AUTHORS: JOAN EFFINGER, EMI CONSULTING & NICHOLAS MINDERMAN, XCEL ENERGY 2019 IEPEC PROGRAM VISUALIZATIONS: WHAT TO USE AND WHEN
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P R E S E N T E D B Y :H A N N A H C A R M A L T J U S T U S ,
E M I C O N S U L T I N G
C O - A U T H O R S : J O A N E F F I N G E R , E M I C O N S U L T I N G &
N I C H O L A S M I N D E R M A N , X C E L E N E R G Y
2 0 1 9 I E P E C
P R O G R A M V I S U A L I Z A T I O N S :
W H A T T O U S E A N D W H E N
A G E N D A
1. Introduction
2. Inventory of Program Mapping
Tools
3. Mapping Example
4. Wrap Up & Questions
I N T R O D U C T I O N
BACKGROUND
• Program mapping visualizations are important tools for analysis and to quickly show meaning.
• There are many types of program mapping tools and each have their own purpose.
OBJECTIVE
• Review 6 types of program mapping tools.
• Show an example of how program mapping was used to support NTG research.
A G E N D A
1. Introduction
2. Inventory of Program
Mapping Tools
3. Mapping Example
4. Wrap Up & Questions
1 . P R O G R A ML O G I C M O D E L
“ T H E W H Y ”
WHAT IS IT?Define the purpose
of a program
KEY QUESTION:Is program
implemented as designed?
Outputs
Long-term Outcomes
Mid-term Outcomes
Short-term Outcomes
Activities
2 . P R O G R A MI N F L U E N C E
M A P
“ T H E I N F L U E N C E ”
WHAT IS IT?Define intended influence of a
program
KEY QUESTION:Is program influencing
the market as intended?
Program Activities
Desired Market Influence
Market Barriers
3 . M A R K E T M A P
“ T H E W H O ”A
D
C
B
WHAT IS IT?Define
relationshipsbetween market
actors
KEY QUESTION:Who are key actors
influencing the market?
4 . P R O G R A M P R O C E S S M A P
“ T H E W H A T ”( I N T E R N A L )
WHAT IS IT?Define internalimplementation
steps
KEY QUESTION:What opportunities exist for process improvements?
Activity Activity Activity
5 . C U S T O M E R J O U R N E Y M A P
“ T H E W H A T ”( E X T E R N A L )
9
Level of engagement
* *
Process
Touchpoints
Opportunities Example improvement
Example improvement
Example improvement
WHAT IS IT?Define customer
actions in a program
KEY QUESTION:How do customers
interact with a program?
Customer Activity
Customer Activity
Customer Activity
6 . C U S T O M E R E X P E R I E N C E M A P
“ T H E E X P E R I E N C E ”
Physical experiences
Emotional experiences
Duration
Communications
Time intervals
Example experience
A B A B
WHAT IS IT?Define experiences
with a subject(not program-
specific)
KEY QUESTION:Where can a program
impact a customer experience?
A N I N V E N T O R Y O F 6 P R O G R A M M A P P I N G T O O L S
T O O L W H A T I S I T ? W H Y U S E I T ?
PROGRAM LOGIC MODELS Purpose of a program Is program implemented as designed?
PROGRAM INFLUENCE MAP Intended influence of a program Is program influencing the market as intended?
MARKET MAP Relationships of market actors Who are key actors influencing the market?
PROGRAM PROCESS MAP Internal implementation steps What opportunities exist for process improvements?
CUSTOMER JOURNEY MAP Customer actions in a program How do customers interact with a program?
CUSTOMER EXPERIENCE MAP Experiences with a subject(not program-specific)
Where can a program impact a customer experience?
A G E N D A
1. Introduction
2. Inventory of Program Mapping
Tools
3. Mapping Example
4. Wrap Up & Questions
E X A M P L E : D A T A C E N T E R E F F I C I E N C Y
P R E L I M I N A R Y N E T - T O - G R O S S R E S U L T S V A R I E D
• Offering was highly influential for some participants but not all.
• On average, reduced operating costs and prior experience with equipment were most influential in their decision.
• Frequent participants reported less influence overtime.
D A T A C E N T E R E F F I C I E N C Y
• Offers prescriptive and custom rebates for various high efficient equipment
• Offers efficiency studies to identify opportunities
P rog ram s t a f f wo r ked c l o s e l y w i t h cu s t omer s
Cus t omer s we re i n s t a l l i n g ene rgy e f f i c i en t equ i pmen t
?
Need to visually map links between Xcel Energy touchpoints and customer actions
• Understand when Xcel Energy could most consistently influence energy efficiency decisions.
• Establish metrics to help track influence on an ongoing basis.
P U R P O S E O F R E S E A R C H :
E N E R G Y E F F I C I E N C Y M A P : C U S T O M E R 1
Evidence of link is missing
Evidence of a link
E N E R G Y E F F I C I E N C Y M A P : C U S T O M E R 2
Evidence of link is missing
E N E R G Y E F F I C I E N C Y M A P : C U S T O M E R 3
Evidence of link is missing
Evidence of a link
• Maps illustrate a need for greater documentation of customer engagement.
• Customer engagement documentation can help utilities substantiate influence, lowering risk that customers may forget utility influence over time.
• Maps illustrated touchpoints Xcel Energy Staff could leverage to collect information to better understand barriers, influence decision-making, and identify continuous improvements.
K E Y F I N D I N G S F R O M D AT A C E N T E R M A P P I N G
Clear documentation is critical in fast changing and complex environments
like data centers.
A G E N D A
1. Introduction
2. Inventory of Program Mapping
Tools
3. Mapping Example
4. Wrap Up & Questions
20
D E F I N E Y O U R O B J E C T I V E S
A N D
D E S I G N T O T H E M
T H A N K Y O U P R E S E N T E R I N F O :H A N N A H C A R M A L T J U S T U SH J U S T U S @ E M I C O N S U L T I N G . C O Mt . 2 0 6 . 6 2 1 . 1 1 6 0
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