Interactions - September/October 2009

of laundry or running the dishwasher, until the electricity price is off peak.

In the future, demand response will be more automated, and HCI designers will play a role in the second generation by designing systems that maintain customer convenience, choice, and control. For example, programmable communicating thermostats that receive signals from the utility to automatically raise or lower temperature will need interfaces that allow both configuration and manual override. Smart appliances will need user interfaces that signal when they’ve been automatically paused due to a demand response event.

configured, automatic profile that automatically sets lighting, heating, cooling, appliances, and so on. Utilities will also use analytics to automatically determine the source of energy waste, and provide customers with proactive recommendations for saving energy and reducing costs.

Load Shifting

Electricity supply is greater at night than it is during the day. Thus, to reduce the need to construct additional generation sources for daytime use, utilities are asking customers to shift usage to different times of day. Given work schedules and family needs, people often find themselves using dishwashers, washing machines, dryers, and so on during the day. With appropriate customer performance design, usage of these appliances can be relegated to nights.

Dynamic rates play a big part in encouraging customers to shift usage from day to night. Electricity at night is less expensive than during the day, which creates an incentive—lower prices to encourage customers to shift their usage. But HCI designers play a role as well in designing interfaces that support load shifting. Many of these interfaces are similar to what I’ve already described for demand response and energy efficiency, such as visible price signals and appliance automation.

September + October 2009

Energy Efficiency

Most customers have no clue how or when they are wasting energy. The primary reason for this is a long and nonspecific feedback loop. Today, the only feedback customers get about their energy use is the bill. With smart meter systems, customers will be able to determine on a real-time basis how much energy they are using, and the cost of that energy, so they can make wise decisions that eliminate waste.

The first generation of feedback devices that need HCI designer involvement are online presentment interfaces (OPIs) and in-home displays (IHDs). Through OPIs, customers will be able to view day-after usage data on an hourly basis and use a variety of tools to view that data. For example, customers can compare their usage with that of residences or businesses of a similar size. IHDs, on the other hand, display real-time energy usage information in units such as kilowatt hours, cost, or even carbon. IHDs may be stand-alone devices or may be integrated into existing display systems, such as security touchscreens or even your local interactive cable channel. Through the information provided by these interfaces, customers will be able to find opportunities for being more energy efficient.

The second generation need will see a shift from data and information to knowledge and wisdom-type displays. Enabled by a device called a home area network (HAN), HCI designers will contribute to systems that allow customers to view the energy usage of any “smart” appliance in the house, control those appliances remotely (and safely), and set up “energy themes” for their homes or businesses. An energy theme is a pre-

Conclusion

Energy needs a new interface, and HCI designers are in the position to create designs that enable utility customers to become cocreators of value. By focusing interaction designs on customer performance and looking for opportunities in operational efficiency, demand response, energy efficiency, and load shifting, HCI designers will be able to make worthwhile contributions to a more sustainable future.

ABOUT THE AUTHOR Peter C. Honebein, Ph.D., is a principal with Customer Performance Group LLC, a marketing and management strategy consulting firm. He is also an adjunct professor at Indiana University and University of Nevada, Reno, and author of Creating Do-It-Yourself Customers and