Client: Arcadis | Year: 2021
Context
In 2021, the Arcadis Innovation Studio partnered with a major European electricity transmission system operator to explore how digital twin technology could modernize electric infrastructure management. The Netherlands-based client had traditionally relied on reactive and inefficient maintenance processes. In pursuit of greater operational efficiency and proactive maintenance, they turned to Arcadis to explore an innovative, real-time solution through a digital twin prototype.
In 2021, the Arcadis Innovation Studio partnered with a major European electricity transmission system operator to explore how digital twin technology could modernize electric infrastructure management. The Netherlands-based client had traditionally relied on reactive and inefficient maintenance processes. In pursuit of greater operational efficiency and proactive maintenance, they turned to Arcadis to explore an innovative, real-time solution through a digital twin prototype.
Goals
The objective was to demonstrate the feasibility and value of digital twin technology in enabling smarter, more efficient infrastructure management. This included validating the concept’s technical viability, its desirability for end-users, and its strategic alignment with the client’s long-term operational goals—through a focused pilot engagement.
The objective was to demonstrate the feasibility and value of digital twin technology in enabling smarter, more efficient infrastructure management. This included validating the concept’s technical viability, its desirability for end-users, and its strategic alignment with the client’s long-term operational goals—through a focused pilot engagement.
Methods
As a new member of the Innovation Studio, I played a key role in overseeing the pilot phase. Over a two-month period, our team engaged client stakeholders through interviews and structured feedback sessions to uncover operational pain points, understand current workflows, and surface expectations for the solution. We applied a user-centered approach to continuously refine the minimum viable product (MVP), iterating based on direct client input to ensure usability, relevance, and strategic fit.
As a new member of the Innovation Studio, I played a key role in overseeing the pilot phase. Over a two-month period, our team engaged client stakeholders through interviews and structured feedback sessions to uncover operational pain points, understand current workflows, and surface expectations for the solution. We applied a user-centered approach to continuously refine the minimum viable product (MVP), iterating based on direct client input to ensure usability, relevance, and strategic fit.
Outcome
The pilot successfully demonstrated the potential of digital twin technology to shift infrastructure management from reactive to proactive. The prototype’s effectiveness and positive reception led to strong buy-in from both client and internal Arcadis stakeholders, securing approval to move forward with further development and implementation.
The pilot successfully demonstrated the potential of digital twin technology to shift infrastructure management from reactive to proactive. The prototype’s effectiveness and positive reception led to strong buy-in from both client and internal Arcadis stakeholders, securing approval to move forward with further development and implementation.
Beyond the technical validation, the project reinforced the value of user-driven innovation in de-risking complex solutions. It positioned Arcadis as a trusted strategic partner in shaping the future of infrastructure management—blending design, engineering, and cutting-edge technology to deliver tangible, scalable value. The work also contributed to broader industry conversations around sustainable and intelligent asset management.
Testimonial
"I worked closely with Ben at Arcadis' Global Innovation Studio. As a non-UX researcher myself, I learnt a lot from him around research methodologies, avoiding bias, design, facilitating workshops and interviews, and getting to the heart of human needs and desires. He is also great fun to work with, brings humor into the work setting, and places a lot of emphasis on good team dynamics. One thing that really sets Ben apart is that you can tell he genuinely cares about the cause of his work; making a positive difference to the world, doing things the 'right' way, consistently having the goals of the business in mind."
- Alice Parker, Business Architect
"I worked closely with Ben at Arcadis' Global Innovation Studio. As a non-UX researcher myself, I learnt a lot from him around research methodologies, avoiding bias, design, facilitating workshops and interviews, and getting to the heart of human needs and desires. He is also great fun to work with, brings humor into the work setting, and places a lot of emphasis on good team dynamics. One thing that really sets Ben apart is that you can tell he genuinely cares about the cause of his work; making a positive difference to the world, doing things the 'right' way, consistently having the goals of the business in mind."
- Alice Parker, Business Architect
