NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

Download web conference slides (PDF)

Low-income customers have a lot on their plate, often juggling multiple responsibilities, jobs, and bills. Utilities’ low-income efforts typically (and understandably) focus on energy, but they often have a difficult time enrolling these customers in energy-related programs and services. One reason these difficulties exist is that a narrow focus on energy overlooks everything else happening in these customers’ lives. Energy is an afterthought—rarely on their minds unless their home is uncomfortable or they receive a high bill.

To effectively reach low-income customers, you must take a step back and empathize with them to better understand their daily lives. The E Source E Design 2020 low-income ethnographic market research uses a personal approach to gathering data—spending time with low-income customers to uncover more-effective ways of helping them with energy-related issues. Through this web conference, you’ll encounter video and audio clips these customers recorded of themselves talking about their challenges, bringing a rare level of human depth and perspective to market research.

You’ll learn:

  • How low-income customers discuss and feel about their finances
  • What they know (or don’t know) about energy and reducing their bills
  • Where they turn for information about assistance programs


Adam Maxwell, Head of Human-Centered Product Strategy, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).