Solving Eneco's Heat Pump Installer Shortage
The Challenge
As heat pump demand grew across Europe, Eneco depended on freelance installers to keep up, and freelancers were reluctant to take on more. Jobs arrived without clear scoping and wasted their time. They needed to fit Eneco work around their own clients and had no easy way to schedule it. And with no network to turn to, unusual properties were a risk they would rather avoid.
This was one of the workstreams in my time at Eneco (November 2022 to September 2024), working with the Chief Digital Officer.
My Approach
I started in the field, spending time with installers on their jobs. That research pointed to three things to build:
- Criteria-based job scoping, so installers only received assignments they could take on with confidence.
- A scheduling interface that let them slot Eneco work around existing commitments.
- A peer network where installers could share advice and troubleshoot property types.
I validated prototypes with installers, then worked with Eneco’s internal teams through build and onboarding so the tools landed well.
Results
Fewer obstacles for freelancers meant Eneco could balance supply and demand more reliably, and installers could accept more jobs with confidence.
Key Outcomes
- Field research with freelance installers
- Job scoping, scheduling and peer support tools designed and validated
- Delivered with Eneco’s internal teams, from technical scoping to onboarding
