Kristin Heinemeier Claudia Barriga Psychology Sociology End user - - PowerPoint PPT Presentation

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Oct 11, 2022 173 likes •429 views

Kristin Heinemeier Claudia Barriga Psychology Sociology End user Physiology Information Competence Middle Men Trust User Interface Comfort Conditions Technology That magic moment when an HVAC system is not performing well and

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Kristin Heinemeier Claudia Barriga

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End user Technology “Middle Men” Psychology Sociology Physiology User Interface Comfort Conditions Information Competence Trust

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That magic moment

when an HVAC system is not performing well and it should be replaced with something, hopefully something efficient.

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On-Line Random Survey of 268 residential SCE customers
4 Focus Groups each with 10 small business owner from SCE

territory

What are customers’ knowledge, beliefs, values, intentions

related to HVAC Maintenance?

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‑3 ¡
‑2.5 ¡
‑2 ¡
‑1.5 ¡
‑1 ¡
‑0.5 ¡

0 ¡ 0.5 ¡ 1 ¡ 1.5 ¡ 2 ¡ 2.5 ¡ 3 ¡

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‑3 ¡
‑2.5 ¡
‑2 ¡
‑1.5 ¡
‑1 ¡
‑0.5 ¡

0 ¡ 0.5 ¡ 1 ¡ 1.5 ¡ 2 ¡ 2.5 ¡ 3 ¡ Car ¡ Air ¡Condi1oner ¡

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‑3 ¡
‑2.5 ¡
‑2 ¡
‑1.5 ¡
‑1 ¡
‑0.5 ¡

0 ¡ 0.5 ¡ 1 ¡ 1.5 ¡ 2 ¡ 2.5 ¡ 3 ¡ Air ¡Condi1oner ¡ Refrigerator ¡

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Covertly Observed 13 Maintenance

Technicians

Requested “service,” “maintenance,” and

“energy tune-up” .

Two “faults”:

 Airflow <250cfm/ton  Registers closed

Post-Observation Interview

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Source: Adrienne Thomle

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Quality Maintenance services will take over two hours.
Adherence to ACCA Standard 4 & 180 or other industry

standards for quality workmanship must be mandatory.

Accurate and well-documented measurements and
bservations must be the basis for all adjustments and

recommendations.

Technicians must understand the value that they are

providing so that they will take pride in this new service and enthusiastically offer it to their customers.

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Gather solid data on the energy- and non-energy benefits.
Focus on potential “early adopters” who already value this

technical performance.

Address the “low-tech” perception by making HVAC servicing

as high-tech as possible by providing:  ACCA Standard Checklist  Measurements with expected high/low values  Charts, eg, duct leakage as ducts are being sealed  Measurements and observations that can be tracked

ver time.

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