Convergence of Digital Twin and Human-Data Interaction: Advancing Customer Experience in the Built Environment

Abstract: Digital Twin (DT) demonstrates opportunities to advance Human-Data Interaction. Previous studies documented DT applications in manufacturing and construction industries to improve accuracy and efficiency. While these findings showcased DT’s benefits as a product or process, it lacks connection with humans – the users of DTs. This paper is the first to explore the potential of transitioning DT into Twin System to address Customer Experience (CX) challenges in the built environment. A literature review and focus group discussion were conducted to develop a 3-layered Twin System framework with 26 applications. The conceptualizations extend DT from a technology-focused aspect to a human-centric design.