Co-designing the distribution network operator’s customer service for energy collectives

In the Netherlands more and more groups of volunteers are formed who collectively establish sustainable energy producing initiatives. The customer needs of these so-called sustainable energy collectives are unlike any other customer groups of distribution network operator Stedin. Their applications for grid connections often require case...

Rational Override; influencing behaviour beyond nudging: A service design approach towards creating behavioural interventions

Service organizations are struggling to understand and change behaviour since it is complex, dynamic, multidimensional and very often not considered to be rational. Human behaviour is a key component in services, as the interaction between a user and touchpoints determines the overall performance and value. Increasingly, service organizations...