We developed an accessible online service that provides clear, compelling information for potential heat pump adopters, enabling them to take concrete steps towards installation.

If we can alleviate the common challenges faced when considering heat pump adoption we could increase heat pump uptake and support households in finding specific, relevant information that supports their decision to make the switch.

Foundational work from the sustainable future mission alongside the Energy Saving Trust in 2021 demonstrated there is a demand for better information on heat pumps, particularly online. Researching how to get a heat pump can be overwhelming, requiring in-depth research into the process and finding trustworthy, reliable installers. Our findings revealed that a great deal of research is done online and that while information is available, it is often confusing, spread across multiple sources and overly generic. As a result, many potential adopters abort their heat pump journey at an early stage. 

Over the past few years our research has consistently confirmed that users need real examples of installations, transparency around the cost, certainty about the installation process and information that enables users to take concrete steps towards getting a heat pump. 

This project drew on design thinking, digital product development and behavioural insights methods to design, test and launch a consumer-facing beta service that helps potential heat pump adopters access the information they need to move forward with their installation.

Between June and November 2023, we:

• conducted user research to understand the needs, motivations and pain points of potential heat pump adopters
• generated ideas for the beta service, using ideation techniques and drawing on behavioural insights and previous research
• created a prototype of the beta service by using rapid prototyping techniques such as paper prototyping and digital wireframing
• tested the prototype or parts of the prototype with potential heat pump adopters (via user testing) and use their feedback to refine the design
• launched the beta service using analytics to track user behaviour and gather feedback from users

We engaged a wide range of stakeholders in this work to improve the quality and consistency of information provided about heat pumps by the sector.

We launched a beta version of Get a Heat Pump (GaHP) in November 2023, with the view to testing the tool in the real world, with real users. We tracked user behaviour and satisfaction with the website, which allowed us to understand what users find useful, what is missing and how the prototype can be further improved. Within four months of launching the website had over 35,000 views and hundreds of pieces of feedback from users.

In the first half of 2024, Nesta and The MCS Foundation worked in partnership to develop and enhance the GaHP website, with a primary focus on improving user experience and functionality, expanding content, and providing accurate, personalised information to potential heat pump adopters. Our objectives were to: 

1. develop and relaunch an improved version of the GaHP service, in order to:
   1. better support consumers to proceed with a heat pump installation;
   2. set up a long-term delivery partnership with The MCS Foundation to maintain, keep up to date and grow service usage and impact;
   3. ease evaluation, feedback and performance reporting.
2. improve the quality and consistency of information provided about heat pumps by the sector
3. improve the reach of the website via backlinks, advertising and organic searches.