overview

The Washington State Department of Commerce (Commerce) was tasked by the Legislature with developing and presenting a possible program design that could reduce energy burden, improve access, and better coordinate services across the state for low-income households. To inform this effort, they worked with my team to prototype and test key elements of the program with low-income households and community-based organizations. The final deliverables included a user journey narrative illustrating the program experience from multiple perspectives, along with a summary of design recommendations grounded in user feedback. These materials were incorporated into Commerce’s official report to the Legislature to inform future policy.