Growing the Heat Pump Visitor Programme
The Challenge
We partnered with Nesta to scale and enhance their pioneering “Visit a Heat Pump” platform. This digital service was designed to connect prospective heat pump owners with those who already have them installed, enabling a hands-on learning experience for consumers considering this renewable heating technology.
With heat pumps being relatively rare in UK homes (just 250,000 units installed across the country), most people had never seen one in operation. This created a significant barrier to adoption, despite the government’s goal to dramatically increase heat pump installations by 2028 to meet net-zero targets.
Our Approach
We were tasked with managing the entire product design and development process, ensuring a research-led approach to feature enhancement. By regularly engaging with homeowners, professional installers, and visitors, we gained a deep understanding of user needs. This allowed us to lead the design and rollout of new features, ensuring the platform continuously evolved based on feedback.
Through weekly discussions with users, we gathered insights into installation experiences, operational challenges, and the overall satisfaction with heat pumps. These findings informed critical platform developments, making the service more intuitive and impactful for its audience.
Results
Since its official launch, the service has garnered substantial traction. Over 600 site visits occurred within the first few months of launch, and 450 heat pump owners across the UK—from London to Falkirk—signed up as hosts, with more joining as the platform expanded.
Major installers began using the platform as a customer engagement tool, helping them generate leads while educating potential buyers.
Key Outcomes
- Over 600 site visits within the first few months of launch
- 450 heat pump owners across the UK signed up as hosts
- Major installers using the platform as a customer engagement tool
- Research-led feature development through weekly user discussions
- Platform continuously evolved based on user feedback
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