The Socio-Technical Energy Triad: Uncovering Tensions between Service Providers, Users, and the Energy System

The digital transformation of the energy sector introduces HCI challenges that exceed traditional end-user design. While systemic perspectives are increasingly called for, empirical work on the tensions between provider constraints and domestic practices remains limited. We introduce the Socio-Technical Energy Triad, situating digital energy services at the intersection of providers, households, and the emerging energy system. Drawing on 21 provider interviews, a technology-probe deployment with 10 users, and a survey with 98 respondents, we identify a structural disconnect across the Triad. Providers struggle with fragmented data infrastructures and limited user trust, hindering data-driven optimization. For households, this system logic remains largely invisible: they focus on efficiency and resist additional cognitive labor in managing domestic energy. We argue that bridging this "Invisibility Gap" requires not just traditional visualization but the design of legible automation and the translation of system-level needs into clear, user-centered signals.