Sears Home Energy Tune-up
Service Design
Published on: 
2011
Consulting
  • Sears Home Energy Tune-up
    Service Design
     

    The Opportunity & Journey
    Sears engaged Cooler Solutions on a service redesign project, with the objective of refining the program to improve customer experience, and scaling the program to 25,000+ tune-ups a year, all the while strengthening consumer perception of, and draw to Sears.
     
    Sears had developed a “Home EnergyTune-Up” program to help consumers reduce their in-home energy consumption. The program involved a Sears technician visiting a consumer’s home for a 1 hour visit. During the visit, the technician would provide the consumer with a variety of energy saving devices including a timed power bar, weather stripping, and pipe insulation, and show the consumer how to install the items.The program had initially been rolled out to several hundred consumers and had met with mixed success.

    The Results
    Cooler Solutions performed immersions with customers and technicians, and used findings to inform the next rollout of the program. We mapped a service blueprint to understand the components of the Tune-Up that required redesign. Key refinements covered all program touchpoints, and included:
    • Adding several immersive elements to the visit to enhance customer engagement and harmonize Tune-Up quality
    • Redesigning program collateral to be more aligned with program objectives
    • Enhancing technician training to ensure consistent Tune-Up delivery, customer experience, and positive impressions of Sears’ service delivery and commitment to customers
    • Communications tactics to rapidly support project scale-up
     
    Program recommendations were implemented and launched in 4Q 2011 and are currently in market.