Renewable energy mini-grids can have significant impacts on livelihoods and improved business performance and productivity in rural parts of Africa, particularly where electricity grid extension is technically or financially unviable. However, designing mini-grid business models that balance affordable service provision with acceptable cost recovery remains a challenge. Research on how to design effective business models points to the need for a more service-oriented approach, in which user needs and experiences are more clearly reflected in mini-grid business model design. In this paper, we explore how mini-grid business models might be designed so they are more responsive to user needs and maximise positive user experiences. Our study focuses on the case of a privately developed 6 kW solar PV mini-grid in northwestern Tanzania, commissioned in late 2018. We employ user journey mapping – a method drawn from service design – to better understand users' needs, expectations and experiences associated with adopting and using electricity services from the mini-grid, and behavioural and socio-cultural aspects of transition from traditional to modern energy services. We find that catering for household and business users requires more than a single value proposition from mini-grid developer. Moreover, expectation management is crucial to avoid disappointment and dissatisfaction amongst all groups of users after the mini-grid is up and running. Lastly, continuous engagement to improve the user experience after connection could mitigate the risk of service disuse or ‘energy stacking’. These findings are of relevance to policymakers and practitioners seeking to support scaling up of mini-grids in rural Africa as part of efforts to reach universal energy access.

可再生能源微型电网可对非洲农村地区的生计产生重大影响，并改善商业绩效和生产力，特别是在电网扩展在技术或财务上不可行的地方。但是，设计平衡可负担的服务提供和可接受的成本回收的微型网格业务模型仍然是一个挑战。关于如何设计有效的业务模型的研究表明，需要一种更加面向服务的方法，在这种方法中，微型网格业务模型设计会更清楚地反映用户的需求和体验。在本文中，我们探索如何设计微型网格业务模型，以便它们对用户需求做出更快的响应并最大化积极的用户体验。我们的研究侧重于坦桑尼亚西北部一个私人开发的6 kW太阳能光伏微型电网的案例，该服务于2018年末投入使用。我们采用用户旅程图（一种从服务设计中提取的方法）来更好地了解用户的需求，期望和从微型电网以及行为和社会文化方面接受和使用电力服务的相关经验从传统能源服务到现代能源服务。我们发现，为家庭和企业用户提供餐饮服务需要的不仅仅是微型电网开发商的单一价值主张。此外，期望管理对于避免在微型电网启动并运行后所有用户群中的失望和不满至关重要。最后，在连接后持续参与以改善用户体验可以减轻服务中断或“能量堆积”的风险。