Ergebnisse aus dem SmartH2O Projekt: Kundensensibilisierung mit spielerischen

Smartmeter-Anwendungen

Prof. Dr. Jasminko Novak Isabel Micheel

European Institute for Participatory Media, Berlin

University of Applied Sciences Stralsund

BundesverbandderEnergie-undWasserwirtscha5,ProjektgruppeDigitalisierungderWassewirtscha5 Berlin,13.02.2017

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SmartH2O:GamifiedApplicaLonsforWaterConsumerSensibilisaLon

•  High-resolution water consumption data

•  User-centered design (interaction with consumers), communication campaigns for system promotion

•  Innovative water demand management strategies: customized feedback & rewards

•  Engaging visualisation and saving tips with gamified incentives (personal, social, virtual & physical rewards)

Gamifica'on•  game-like elements & mechanisms in non-game

contexts •  goal-oriented, meaningful actions associated with

different types of rewards

http://www.smarth2o-fp7.eu/ @smartH2Oproject Partners:

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SmartH2Oinanutshell

Dataacquisi'on(smartmeter)

Consump'ondatarepository•  Privacy•  Security

Engagement&BehaviorChange•  Feedback,RecommendaLons•  Goals,Achievements,Rewards

Waterdataanaly'cs•  EndusedisaggregaLon•  ConsumpLonpaTernsdetecLon

Usermodeling•  Householdclustering•  DemandpredicLon

andsimulaLon

•  Digital+realgames

ConsumerPortal•  Awareness•  Feedback

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User-centered,parLcipatorydesignprocessSystem design informed by user and stakeholder needs following a user-centered design approach combining “user pull” & “project/technology push”

Requirements

UserpullProject/tech.push

Identifying requirements based on proj. goals, stakeholder needs and technical feasibility

Identification / Validation of requirements with end-users

Mapping stakeholder needs wrt project goals

Sessionswithtechnicalpartners

Requirementsworkshopswithstakeholders

Mockupsanduserstoriesexplainandvisualizetheconcept

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SmartH2OinacLon

hTps://www.youtube.com/watch?v=YLrTW9MVUjk&feature=youtu.be(video)

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WaterconsumpLonn

Impactofwatersaving

Rewardingwatersavingbehaviour

EasilyunderstandablevisualisaLon

Comparisonw/pastbehavior

Rewardinggoalsehng

Keycontributors:IsabelMicheel(EIPCM)

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Externalrewards

•  Rewardmarketplace•  Achievement-based

collectables

•  Differentrewardtypes:–  Onboarding(achievement-based)–  CompeLLon-based

Swiss pilot reach: 400 households Spanish case reach: 400’000 households

Mechanismsforexternalrewardsadaptabletodifferentscalesofdeployment

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Drop!TheQuesLonmobilegame

•  Watertriviaquizzapp•  Usersearnpointsforcorrect

quesLons•  SyncswithSmartH2Oportal•  Canbeplayedasstand-alone

apporwithDrop!cardgame:–  Lilyandthewaterwaster

monster–  QRcodeonmonstercards–  Scanningandresponding

correctly:bonuspoints

https://play.google.com/store/apps/details?id=it.polimi.sh2o.drop

Video(schooldemo):hTps://www.youtube.com/watch?v=BxfIsM-ME-4&feature=youtu.be

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Howdiditwork?Real-worldpilots

TEGNA | CH ~400 smart water meters installed

VALENCIA | ES ~490,000 smart water meters installed

•  Swisscasestudy(Tegna):small-scaletestbed•  tesLngthemeteringinfrastructure,systemanduseracceptance•  110users

•  Spanishcasestudy(Valencia):largerscalevalida'on•  roll-outofsmartH2OasanewEMIVASAcustomerservice•  validaLonofSmartH2Oreal-worldimpactinwatersaving•  550+users

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PreliminaryresultsfromtheSpanishcasestudy

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Spanishcasestudy

VALENCIA | ES ~490,000 smart water meters installed

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Spanishcase:consumpLondata

-50%

-40%

-30%

-20%

-10%

0%

10%

20%

30%

40%

50%

0.00 0.10 0.20 0.30 0.40 0.50 0.60 0.70 0.80

For66%ofusers,consump'onhasdecreased.

UptakeaUer8monthsofusage(Apr-Dec2016):N=468registeredusers•  Firstglanceatthedata(datacleaningongoing)

•  Canruleoutanysignificantseasonalinfluencesduetotrialperiodinvolvingallseasons(andafullsummerperiod)

Avg.reduc'on=6.5%buts'llverywidelyspread(N=373a5erremovingoutliers;e.g.longabsences,missingreadings)

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Spanishcase:consumpLondata

Distribu'onofconsump'onreduc'ons

Outliers,double-checkingforerrorsinreadings,absences

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Spanishcase:consumpLondata

-50%

-40%

-30%

-20%

-10%

0%

10%

20%

30%

40%

50%

0.00 0.10 0.20 0.30 0.40 0.50 0.60 0.70 0.80

Whenbaselineconsump'on>300litersaday,nearlyallSmartH2Ousersreducedconsump'onWater

saving

For33%oftheusers,consumpLonincreased.ProbableexplanaLon:halfofreg.userswereinacLveontheportal

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InterimuserevaluaLon:acceptanceInterimevalua'onaUerfirst5months:

Technologyacceptanceresults

IlikeusingtheSmartH2Oportal UsingtheSmartH2Oportalisfun

...makeswaterconserva'onmoreinteres'ngUsingtheSmartH2Oportalisagoodidea

N=33(respondents)

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UserfeedbacktotheincenLvemodel

Motivational effect of gamification elements Collect points through portal actions Collect points by saving water

Receiving badges by collecting points Receiving suggestions for portal actions

Mo'va'onaleffectofgamifica'onelements…•  …allelementsoftheimplementedincenLvemodelposiLvelyrated•  …points,badges,Lps,rewards,goals,leaderboard,consumpLonvisualisaLon•  ...highusefulenessofvisualisaLon,consumpLonalertsandgoals

Receiving badges by collecting points Receiving suggestions for portal actions

Comparison against others on the leaderboard Receiving rewards for winning against others

Usefulnessofvisualconsump'onalerts Usefulnessofconsump'ongoals

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UseracLvityinfirst5months

134$

12$ 11$2$ 5$ 3$ 2$ 0$ 1$ 0$ 0$ 2$

0$

20$

40$

60$

80$

100$

120$

140$

<10$ 10+19$ 20+29$ 30+39$ 40+49$ 50+59$ 60+69$ 70+79$ 80+89$ 90+99$ 100+199$ 200+220$

No.$of$u

sers$

No.$of$logins$

No.$of$logins$by$ac2ve$users$(>1$logins)$

36%occasionalusers

10%regularusers

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5

SmartH2Oac've

SmartH2Oall

Onlinebill

Paperbill

Avg.Logins

3%ofreg.usersonly

100%ofreg.users

50%ofreg.users

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UseracLvity•  85%filledoutthe(extensive)householdprofilesecLon•  51%ofallusersviewedwatersavingLps(100%ofacLveusers)•  44%usersrepeatedlysavedwater>5%onweekly/monthlybasis

7"

265"

48"

155"

30"

1"

111"

49"

1" 0"0"

50"

100"

150"

200"

250"

300"

Beginner"Profiler"

Advanced"Profiler"

Super"Profiler" Smart"Saver" Expert"Saver" Guru"Saver" Beginner"Water"Saver"

Advanced"Water"Saver"

Super"Water"Saver"

ParDcipaDon"badges"

No.$of$u

sers$

Badge$distribu1on$among$users$

Profiling" Water"saving"insights" Water"saving" ParDcipaDon"

On-boardingbadges(87%)

Tips&videos(51%) Watersaving

(44%)

Func.notimplemented

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Summaryandnextsteps

•  Customersensi'za'onforwatertopicsthroughgamifica'onEffec've–butdifferenttypologiesofcustomersrequiredifferentincen'ves

Uptakeneedstobesupportedwithtargeted&ongoingcommunicaLoncampaigns

ATenLontriggeringiskey

hTp://www.encompass-project.eu/

PersonalizedrecommendaLonsforenergysavingàenCOMPASSproject

•  Ahen'ontriggering&personaliza'on

Newsystemversionwithpersonalizedweeklyreminders(Email)

MobileappversionlaunchedàsituateduseineverydaylifeàpushnoLficaLonsasreminders

•  Transfertotheenergydomain

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ThankyouforyouraTenLon!

http://www.smarth2o-fp7.eu/twitter: @smartH2Oproject

http://eipcm.org

http://iacs.fh-stralsund.de

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BACKUPSLIDES

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WhyareuLliLesandmunicipaliLesinterestedinwatersaving?

The case for water demand management:

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UK_WATER SUPPLY UTILITY 15 million customers 2.6 Gl/day drinking water 3 billion $ revenue (2013-14)

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The case for water demand mgmt

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DEMAND MANAGEMENT

CAPACITY EXPANSION

2010 2040

Gamification for water utilities

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ValidaLonLmelineSystemdeploymentinthepilots•  Swisscasestudy

•  SpanishcasestudyApr2016 Sept2016 Dec2016 Mar2017Gamified Interimeval. Mobileapp Finaleval.portalv1

QuesLonnaire Treatmentvs. Waterconsump. controlgroup

July2015 Sept2015 Oct2015 Dec2015 Mar2016Basic Interimeval.1 Basicv2 Gamified Interimeval.2portalv1 QuesLonnaire portalv1 portalv1 Loganalysis

Watercons.