ABSTRACT
In this chapter, we introduce a human-centered approach to developing digital twins that enable the creation of new value propositions in a smart service system. Previous studies in digital twins primarily focused on the technical assets of the system, which undermines the human aspects. However, recent literature on smart service systems increasingly emphasizes the importance of integrating soft elements, such as human actors’ needs, desires, and cultural beliefs, to build a holistic view of the interaction between actors in the system. This research stream’s growing emphasis on creating a holistic view of a smart service system for system sustainability has also proposed a new concept: a human-centered smart service system. We explore leveraging a service design process inspired by system thinking to develop human-centered digital twins for smart healthcare services. We introduce the digital human body and discuss two use cases: sports and healthcare. These showcase how human-centered digital twins could enable new value propositions that facilitate seamless value co-creation among actors and contribute to the system’s viability.
