Energy Insights + Gamification Webinar 04112020

GAMIFICATION AND ENERGY INSIGHTS PUBLIC WEBINAR

NOVEMBER 2020 On the webinar today

David Zuoxiang Jeremy Trevithick Zhang Woolley

Principle Analyst Analyst from Head of Flexibility from Delta-EE Delta-EE & Analytics from GenGame

ENERGY INSIGHTS + ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 2 ▪ How can gamification improve energy Agenda insights services?

▪ Discussion

▪ Q & A

ENERGY INSIGHTS + ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 3 About Delta-EE

Delta-EE enables organisations to develop the best strategies, business models and customer propositions for the energy transition:

New Energy Business Models

EVs & Electricity Flexibility & Energy Heat Distributed Power Digital Energy Storage

Delta-EE provides:

Subscription Research Services Consultancy

ENERGY INSIGHTS + ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 Energy insights are playing a central role for customers in the energy transition Energy insights for customers are becoming a must have for any energy supplier.

NO ENERGY INSIGHTS MUST HAVE ENERGY INSIGHTS NO ENERGY INSIGHTS MUST HAVE ENERGY INSIGHTS

SMART METER ROLLOUT DIGITALISATION

Old meters, no Smart meters, Manual meter Digitalised meter consumption insights consumption insights reading reading

MORE COMPETITION SMART HOME

Low competition, High competition, No connectivity Connectivity regulated markets deregulated markets

CUSTOMER EXPECTATIONS NEW ENERGY

New energy No expectations High expectations Old energy systems technology

ENERGY INSIGHTS + ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 5 Gamification and energy insights Even low-engagement sectors have applied it to customer engagement

What is gamification? Application in low-engagement sectors

Gamification is the application of game thinking Transport sector case - Speed Camera Lottery and mechanics to non-gaming environments to improve customer experience and boost business performance.

Insurance sector case – Money UP Challenge

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 6 How can gamification improve energy insights services?

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 7 Innovative examples of gamified energy insights

United States United Kingdom Netherlands OhmConnect: demand In Europe EDF UK: education Green Choice: Germany response during peak Northern Powergrid: customer on- Innogy: customer hours gamification is demand response boarding engagement supporting Ecotricity: EV charging customer education and Austria engagement Enamo: customer Australia retention Endeavour: a series of initiatives. France power saving projects Engie: education, Jemena Energy We are now connected home Network: demand seeing a shift in ENI FR: customer response with personal Europe towards engagement vs community challenges behavioural change activity. Japan Looop Energy: behavioural demand response Greece Protergia: customer insights and education

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 8 Key elements of energy insights gamification

Engagement level

Social connection Gamification techniques feed into the entire Rewarding system user experience / journey, which is key to the Performance status success of energy insights gamification. User interface

Information and feedback

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 9 How can gamification improve energy insights services? Raising awareness and understanding

An important step to amplify awareness and speed up the process of knowledge development.

◼ Raise awareness of sources/ scale of energy use, energy bills, impact on climate change and energy saving tips.

◼ Quiz, social comparison, serious games, etc.

◼ Example: EDF ‘EnerGAware’, Endeavour Energy ‘learn and saving’, etc.

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 10 How can gamification improve energy insights services? Improving customer engagement

Gamification helps modernize, develop and extend customer relationships.

◼ Deepen existing relationships: positive brand image + longer time spent

◼ Prolong customer engagement: refreshing the pipeline + accumulated points

◼ Example: Innogy-led project in Germany, Energie AG (Enamo) ‘PEAKapp’, etc.

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 11 How can gamification improve energy insights services? Encouraging behavioural change

Enrich behaviour change initiatives by moving customers from knowledge to repeated or sustained action.

◼ Event-based activities: load shifting during peak time

◼ Continuous activities: good energy habits, regular challenges

◼ Examples: Jemena Energy Network ‘Power Changers’, Northern Powergrid ‘ACE’, etc.

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 12 How can gamification improve energy insights services?

Gamification can be applied Raising awareness and Improving customer Encouraging behavioural to different understanding engagement change levels of the energy insights customer engagement framework from engagement to Level of Engagement Empowerment Collaboration collaboration. engagement Prosumers / early adopters

Energy engaged

Mainstream

ENERGY INSIGHTS + © Delta Energy & Environment Ltd 2020 13 Audience poll (1/2)

Industry experts How widely used is gamification in the residential energy transition? believe (single response, based on 107 responses) gamification is at the pilot and 70% testing phase. 60% It underlines the interest in the 50% topic, as it has the opportunity 40% for competitive advantage for those that are 30% pioneers in developing 20% successful applications. 10%

0% Hasn't started Some pilot projects A few full scale Part of the toolkit/ Don't know deployments Business as usual

Whilst the need Where is the biggest need for gamification to advance the energy transition? for gamification (single response, based on 101 responses) covers all categories of 60% use cases, the need is seen to 50% be greatest for behavioural change. 40%

To achieve behaviour 30% change, gamified 20% solutions will often also need to develop 10% consumer understanding and 0% Customer awareness and Customer engagement Customer behaviour change Don't know engagement. understanding

David Zuoxiang Jeremy Trevithick Zhang Woolley

Principle Analyst Analyst from Head of Flexibility from Delta-EE Delta-EE & Analytics from GenGame [email protected] [email protected] https://www.linkedin.com/in/jwool/

The ‘Activating Community Engagement (ACE)’ project showed positive impact of gamification on participant’s performance during demand response events.

Database

~50 profiles of energy insights solutions Research reports

Next report: Real-time and smart meter data

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