New Fuel Poverty Scheme – Creative process

New Fuel Poverty Scheme

Desk Research

Existing brands and schemes:

‘Hard to Reach’ & ‘Hard to Treat’ – Character profile

Betty JonesAged 78Lives in a semi-detached solid walled home in Llanidloes with no modern central heating installed. Betty describesher home as being ‘adequate’ for her needs.

Discussion Groups

Customer Journey Map

Customer Journey Map

“How lucky am I!” 0n receiving a personalised letter

Embarrassed to make a call

ID badge essential for

trust

Personal recommendatio

nCosy Home

Attitude on having work done on the house – Importance of Honesty

“Oh my god….it was like Beirut!But I didn’t mind because they warned me”

Attitudes to workmen and installers – Small Courtesies

“Is it ok if………?”

Initial words and ideas for testing

Betty’s got one Cwtch

Cosy Home House Doctor

Concept Development

Concept 1 – Home doctor

Concept 2 – 2 Steps Warmer

Concept 3 – Cosy Home

Initial concept for Nyth Nest

“A little bird told me”

Final Design

Final Design - Corporate

Final Design - Community

Existing brands and schemes: