Client: Arcadis | Year: 2021
Context
Commissioned by our steering committee, the Arcadis Innovation Studio launched an initiative to explore how emerging technologies could amplify the company’s sustainability impact. Based on early-stage research and existing technological assets, we identified intelligent water management as a high-potential domain. The project centered around exploring the feasibility of a digital twin solution—aimed at improving water management systems while advancing Arcadis’ broader sustainability agenda.
Commissioned by our steering committee, the Arcadis Innovation Studio launched an initiative to explore how emerging technologies could amplify the company’s sustainability impact. Based on early-stage research and existing technological assets, we identified intelligent water management as a high-potential domain. The project centered around exploring the feasibility of a digital twin solution—aimed at improving water management systems while advancing Arcadis’ broader sustainability agenda.
Goals
I facilitated the innovation process and embedded UX research into every stage to ensure our approach was grounded in real-world user needs and environmental challenges. Our primary goal was to assess the potential of digital twin technology in supporting more sustainable, efficient water management systems, while also validating the business case and alignment with Arcadis' strategic goals.
I facilitated the innovation process and embedded UX research into every stage to ensure our approach was grounded in real-world user needs and environmental challenges. Our primary goal was to assess the potential of digital twin technology in supporting more sustainable, efficient water management systems, while also validating the business case and alignment with Arcadis' strategic goals.
Methods
Facing limitations in accessing external users during early phases, I shifted focus toward internal expertise. I engaged Subject Matter Experts across the Netherlands, Brazil, the US, and the UK through structured workshops and interviews. These sessions helped surface practical challenges, contextual pain points, and cross-market nuances in water management practices.
Facing limitations in accessing external users during early phases, I shifted focus toward internal expertise. I engaged Subject Matter Experts across the Netherlands, Brazil, the US, and the UK through structured workshops and interviews. These sessions helped surface practical challenges, contextual pain points, and cross-market nuances in water management practices.
To support cross-functional collaboration and insight generation, I facilitated remote workshops using Miro. The research process enabled our team to map stakeholder needs, align technological opportunities with sustainability outcomes, and define clear parameters for a digital twin Proof of Concept.
Outcome
The insights gathered through this user-centered process shaped a compelling Proof of Concept, which received validation and support from the steering committee. A dedicated digital twin manager was subsequently appointed to lead the next phase of development, signaling Arcadis’ commitment to advancing this innovation.
The insights gathered through this user-centered process shaped a compelling Proof of Concept, which received validation and support from the steering committee. A dedicated digital twin manager was subsequently appointed to lead the next phase of development, signaling Arcadis’ commitment to advancing this innovation.
Beyond the immediate research deliverables, I also led improvements to our internal ResearchOps practices—restructuring our stakeholder repository, introducing standardized collaboration workflows, and implementing recurring research ceremonies. These enhancements strengthened team alignment, improved efficiency, and contributed to a more scalable and collaborative research culture across the Innovation Studio.
The project not only advanced Arcadis’ strategic priorities in water sustainability, but also helped build lasting research capability—reinforcing the role of UX research as a driver of innovation and change within the organization.
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
