Consumers-and-domestic-heating-controls-a-literature-review

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A number of authors have claimed control designs lack of usability because these are based on an unrealistic or oversimplified view of user behaviour. 115 Bordass et al. highlight problems with the control design process which stem from the structure of the market: � Lack of understanding of users and their needs. Designers and controls specialists need to undertake more user testing � Lack of clarity of design intent, and/or communication of the design intent, to users 116 � Lack of design integration between natural, mechanical, electrical and control systems A lack of usability for consumers with physical or other impairment is not unique to heating controls. According to Ricability, evidence from across sectors suggests that industry is slow to take the lead on inclusive design and does not always naturally consider usability issues. 117 It points to a research audit carried out for Ofcom, the communications regulator, which indicated that it is the “promptings of disability groups that tend to lead to the needs of older people and people with impairments being taken into consideration by the manufacturers of domestic electronic communications equipment rather than being driven by business”. 118 Companies then often respond by making special models rather than mainstream products that can be used by everyone. The same study found little knowledge or awareness among manufacturers of the needs of older people and people with impairments. In the same report Ricability notes that the European Commission is currently examining 119 how it could embed the ‘design for all’ principle into its standardisation processes. This seeks to encourage manufacturers and service providers to design products that are: � accessible to nearly all users without modification or � easy to adapt according to need or � use standardised interfaces that can be simply accessed using assistive technology The report points out, however, that legislation in this area tends to concentrate on highlevel guidance and principles, rather than mandating specifications for manufactured goods or for design processes. While this is perhaps inevitable given the need to allow for new developments, Ricability argues that the law is of little practical assistance in meeting the needs of those with impairments through inclusive design. 120 It has been argued that, despite often being neglected, inclusive design can increase profitability for manufacturers, including through: � Greater efficiency and more user trust 121 therefore higher overall customer satisfaction 122 123 � Fewer returns and complaints 124 � Lower contact levels with training and support services 115 Eg Cole and Stiger, 1999, quoted in NHBC Foundation, 2012b, The impact of occupant behaviour and use of controls on energy use. 116 Bordass B, Leaman A and Bunn R, 2007, Controls for End Users: A guide for good design and implementation. 117 Consumer Focus, 2011, Getting to grips with smart displays: Research review. 118 Lennard, L and George M, 2007, Ease of use issues with domestic electronic communications equipment, A research audit, OFCOM, July 2007 quoted in Consumer Focus, 2011, Getting to grips with smart displays: Research review. 119 See: http://bit.ly/rjXuDj. 120 Consumer Focus, 2011, Getting to grips with smart displays: Research review. 121 Lennard, L and George M, 2007), Ease of use issues with domestic electronic communications equipment, A research audit, OFCOM, July 2007 quoted in ibid. 122 Etchell L and Yelding D, 2004), Inclusive design: products for all consumers, Consumer Policy Review Nov/Dec 2004, Vol 14, No 6, 190 quoted in ibid. 123 Klein JA, Karger SA and Sinclair KA, 2003), Digital Television For All. Prepared for the DTI Digital Television Project, September 2003 quoted ibid. Consumers and domestic heating controls - a literature review 20
However, these dynamics are unlikely to effect change in a market in which consumer demand is not a major driver or when complaints are not dealt with by the installer, resulting in a split incentive. Case study on industry take up Warm Front is the current state-funded fuel poverty programme offering financial support for energy efficiency measures, including new boilers and heating systems, and practical advice to vulnerable consumers in England. 125 Where new heating systems are fitted, Warm Front also provides for the installation of controls. In 2005 National Energy Action (NEA) 126 found there was a high volume of calls to the programme helpline from older clients who had central heating installed under a Warm Front grant, but could not operate the controls for the system. This meant that an engineer had to be called out, adding cost to the programme overall. A project group was formed with the Department for Environment, Food and Rural Affairs 127 128 129 (DEFRA), NEA, eaga, Powergen and TACMA to identify the problems. NEA tested different heating control samples with 100 clients to identify any problems with usability and accessibility, and also surveyed 100 clients who already had Warm Front heating installations. The project group then invited manufacturers to propose a solution, with two group members proposing a modified integrated programmer and room thermostat. The model that best met the requirements was from Horstmann and included a time clock and thermostat with Braille marking, a large digital display, hypothermia protection and a range of preset programmes. A prototype was developed and successfully tested with Warm Front clients. This control was intended to be mandated for use in Warm Front, however, subsequent to its production, a change of scheme management, and a re-listing of controls in the scheme, allowed installers to choose the controls. As a result, and in line with experience with other energy efficiency programmes, installers chose the controls they found cheapest and easiest to install ahead of the Horstmann control, which cost around £20 more than rivals. The Horstmann control is still on the market and is still considered by NEA the best programmable room thermostat for those who have difficulty programming digital controls. 124 Ibid; Etchell L and Yelding D, 2004), Inclusive design: products for all consumers, Consumer Policy Review Nov/Dec 2004, Vol 14, No 6, 190, quoted in ibid. 125 Qualifying households (those on certain income-related benefits and living in properties that are poorly insulated and/or do not have a working central heating system) can get improvements worth up to £3,500 (£6,000 where oil central heating and other alternative technologies are recommended). 126 NEA is a charity which develops and promotes energy efficiency services to tackle the heating and insulation problems of low-income households, http://bit.ly/MiqHZj. 127 DEFRA was then the sponsoring department of Warm Front. It has now been superseded by DECC. 128 Now Carllion Energy Services, eaga was then the Warm Front scheme management. 129 The association of heating control manufacturers, part of BEAMA, the British Electrotechnical and Allied Manufacturers Association. Consumers and domestic heating controls - a literature review 21
Page 1 and 2: Consumers and domestic heating cont
Page 3 and 4: Contents Executive summary 4 Introd
Page 5 and 6: Introduction Domestic heating contr
Page 7 and 8: Self-declared behaviour, as in surv
Page 9 and 10: Inclusivity of control design Resea
Page 11 and 12: The qualitative research 40 highlig
Page 13 and 14: Information and instruction A lack
Page 15 and 16: This sentiment was echoed by a resi
Page 17 and 18: Because of hassle factor and upfron
Page 19: Conversations with installers sugge
Page 23 and 24: The Energy Saving Trust figures ind
Page 25 and 26: The Department of Trade and Industr
Page 27 and 28: The costs of controls can vary acco
Page 29 and 30: Comparison of estimated financial s
Page 31 and 32: Integrated control approaches for l
Page 33 and 34: Estimates of the impact of feedback
Page 35 and 36: Driving demand A large number of ho
Page 37 and 38: Warm Front the UK state-funded fuel
Page 39 and 40: To meet the different needs of cons
Page 41 and 42: Conclusions Consumers find heating
Page 43 and 44: Standard Assessment Procedure To en
Page 45 and 46: Public procurement Public authoriti
Page 47 and 48: Annex One: Types of control Gas cen

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