In discussions on smart grids, it is often stated that residential end-users will play a more active role in the management of the electric power system. Experience in practice on how to empower end-users for such a role is however limited. This paper presents a field study in the first phase of the PowerMatching City project in which twenty-two households were equipped with demand-response-enabled heating systems and white goods. Although end-users were satisfied with the degree of living comfort afforded by the smart energy system, the user interface did not provide sufficient control and energy feedback to support an active contribution to the balancing of supply and demand. The full potential of demand response was thus not realized. The second phase of the project builds on these findings by design, implementation and evaluation of an improved user interface in combination with two demand response propositions.

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