Discovering End-User Perspectives

This section summarises end-user insights from the Trento and Zaragoza demo sites, focusing on demographics, energy-saving behaviours, and expected engagement with the InCUBE project, before, during, and after the renovation works.

In Trento, end-user engagement was mainly informative, as office workers were not directly involved in decision-making. Based on 41 respondents, 82.9% expected the renovation to improve comfort and well-being, while 56.1% felt informed at least to some extent. Satisfaction with clarity of information and opportunities to ask questions was more moderate. Since the works are still ongoing, the demo site is therefore considering mitigation measures, including clearer updates and simplified technical information, which may support a more positive perception once the renovation is completed. The main lesson is that, in public buildings, users need clear and regular updates on the project scope, timeline, expected disruptions, and boundaries of the intervention, especially when other renovation works are taking place in the same district and may create unrealistic expectations.

In Zaragoza, end-user engagement was intensive and participatory because residents were directly affected by the renovation works. The follow-up survey shows that perceptions improved once the most disruptive phase had passed and the benefits became more visible. Based on 24 respondents, 58.4% were satisfied or very satisfied with the overall result of the renovation, 91.7% recognised the lift as an important accessibility improvement, and 87.5% reported improved comfort inside their dwelling. The main lesson is that, in occupied residential renovation, engagement must go beyond frequent meetings and communication channels. Information needs to be simplified, repeated, and linked to residents’ practical concerns, particularly around disruption, costs, responsibilities, and what can or cannot be changed.

Across both sites, the data indicates varying levels of awareness and engagement, but a consistent need for clearer and more tailored communication to support participation in renovation activities.