Innovative User Experience Design and Customer Engagement Approaches for Residential Demand Response Programs

  • Matteo BarsantiEmail author
  • Letizia Garbolino
  • Muhammad Mansoor
  • Giulia Realmonte
  • Rita Zeinoun
  • Francesco Causone
  • Valentina Fabi
Conference paper
Part of the Smart Innovation, Systems and Technologies book series (SIST, volume 163)


The increasing share of intermittent sources is making it more difficult to guarantee a real-time balance between demand and supply on the electricity grid. To decrease the dependency from fossil fuel generation, a change in paradigm is required: from supply following demand whenever it occurs to demand following generation when it is available. Demand response (DR) programs enclose all practices that allow demand to take part in actively managing the grid. According to this perspective, the residential sector hides a huge still unexploited flexibility resource. Therefore, utilities and aggregators need to address weak customer engagement and a lack of regulation in order to employ innovative business models for harnessing residential DR programs potential. Within this paper, some of these challenges are investigated, with the view to improve the design of an appropriate engagement strategy and an incentive scheme to involve residential customers. The innovation consists in the development of a questionnaire as a tool to understand customers’ behavior and preferences, so as to consequently design customized solutions. Finally, a first-order approximation techno-economic analysis is conducted to contextualize the actual incentives for the single customer.


Experience design Customer engagement Demand response 



Discrete choice experiment


Domestic electric storage water heater


Demand response


Distribution use of system


Firm frequency response


Short-term operating reserve


Transmission network use of system


Willingness to pay


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Copyright information

© Springer Nature Singapore Pte Ltd. 2020

Authors and Affiliations

  • Matteo Barsanti
    • 1
    Email author
  • Letizia Garbolino
    • 2
  • Muhammad Mansoor
    • 1
  • Giulia Realmonte
    • 1
  • Rita Zeinoun
    • 3
  • Francesco Causone
    • 1
  • Valentina Fabi
    • 4
  1. 1.Department of EnergyPolitecnico di MilanoMilanItaly
  2. 2.Department of Architecture and DesignPolitecnico di TorinoTurinItaly
  3. 3.Department of Architecture and Urban StudiesPolitecnico di MilanoMilanItaly
  4. 4.Department of EnergyPolitecnico di TorinoTurinItaly

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