Download  Empathy-Mapping Workshop Infographic (PDF)

At the 2017 E Source Forum, we hosted an empathy-mapping mini-workshop to help demand-side management (DSM) program planners and managers view the world from their customers’ perspective. Participants put themselves in their customers’ shoes, imagining all the things their customers were seeing, thinking about, doing, and hearing. Understanding these habits and interests is the foundation for developing DSM programs that fit people’s real needs and for marketing those programs to solve customers’ daily problems. From these insights, the groups created customer personas. The infographic below details three of them. Check it out to feel like you were there!

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Screen capture of empathy-mapping workshop infographic

Contributing Authors

Data Analyst, Demand-Side Management

Liza Minor provides research, analysis, and consultation to members on policy and program issues related to energy efficiency and demand-side...