User Interviews & Observations

To understand the journey of claiming your rebate, we set out to talk to users and understand the motivations and pain points presented when purchasing claiming money back for energy saving equipment.

Research Goals

• Test users ability to complete the process of applying for a rebate (appliance and windows/insulation)
• Map the rebate claiming process from start to finish
• Observe and document pain points of the current rebate process
• Observe and document successful aspects of the current rebate process
• Receive direct user feedback to contrast with what we have heard from stakeholders

We used a notion board to track participant discussions, document qualitative info, and synthesize our findings.

Findings

• There is a lack of confidence when uploading receipts and documentation - Users need a better way to confirm document requirements when uploading
• Users are unclear about the requirement for submitting documents.  
• Users are unclear if they have submitted a document(s) correctly because they are uncomfortable with technology.
•  Users are missing confirmation upon upload.  
• Air Purifier Users were unsure what to put for the CADR model number. It was not clear on the receipt and there is no direction on the application.   Washer/dryer model number was not clear on the receipt and there is no direction on the application.  
• There is a lack of confidence when submitting a rebate application - Users need clarity around product eligibility type and detail requirments
•  Users are unsure if they must input each window individually.
• Users are confused why they are being prompted to apply for multiple products in step three. 
• Users are confused on step three page reload after submitting the product details. 
• Users are do not see their insulation type in drop-down fields.   Users are often unsure of their basement sq. 

Affinity Mapping & Synthesis

By collaboratively organizing and grouping the vast array of user feedback and research findings, we uncovered valuable patterns and insights. This process allowed us to make informed decisions, ensuring our project moved forward with a clear vision and a user-centric approach.

Uncovering Insights

Grouping user feedback allowed us to take a step back and uncover our top insights related to the rebate process.  

• Post rebate submission can harbor confusion among applicants - Users need a better way to understand the post submission and approval process.
  
• Users often reach out about the status of their rebate and sometimes the application has not been fully submitted and the applicant needs to reapply. 
  
• Users are not clear if they have applied correctly. 
• Users are confused why they are being contacted by mail.  Users are disappointed to find out the product they purchase is not a qualifying product.  
• Many users assume because they were able to fill out the application it will be accepted.  Users are not clear on the timeframe to apply.  
• There is a lack of confidence when submitting an application - Users need a better way to understand eligibility requirements before going through the submission process.
• Users want to know if the product they are buying is eligible for a rebate before they purchase it. 
• Receipts do not always have the required information or aligned vocabulary to the website (for example insulation type) and this causes confusion and lack of confidence. 
• Users do not understand their eligibility based on the type of account they have, and the product purchased. 

Understanding the Current Experience

Mapping The Experience

By mapping out each step of the process, we identified bottlenecks and pain points that were hindering the user experience. This comprehensive analysis not only streamlined the journey but also uncovered valuable opportunities to enhance customer satisfaction and operational efficiency, ultimately validating our insights from our interviews and verbatim synthesis.