Abstract
Social robots are designed in manners that encourage users to interact and communicate with them in socially appropriate ways, which implies that these robots should copy many social human behaviors to succeed in social settings. However, this approach has implications for what humans subsequently expect from these robots. There is a mismatch between expected capabilities and actual capabilities of social robots. Expectations of social robots are thus of high relevance for the field of Human-Robot Interaction (HRI). While there is recent interest of expectations in the HRI field there is no widely adapted or well formulated evaluation framework that offers a deeper understanding of how these expectations affect the success of the interaction. With basis in social psychology, user experience, and HRI, we have developed an evaluation framework for studying users’ expectations of social robots. We have identified three main factors of expectations for assessing HRI: affect, cognitive processing, and behavior and performance. In our framework, we propose several data collection techniques and specific metrics for assessing these factors. The framework and its procedure enables analysis of the collected data via triangulation to identify problems and insights, which can grant us a richer understanding of the complex facets of expectations, including if the expectations were confirmed or disconfirmed in the interaction. Ultimately, by gaining a richer understanding of how expectations affect HRI, we can narrow the social robot expectation gap and create more successful interactions between humans and social robots in society.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Alač, M.: Social robots: things or agents? AI Soc. 31(4), 519–535 (2015). https://doi.org/10.1007/s00146-015-0631-6
Alenljung, B., Lindblom, J., Andreasson, R., Ziemke, T.: User experience in social human-robot interaction. In: Rapid Automation: Concepts, Methodologies, Tools, and Applications, pp. 1468–1490. IGI Global (2019)
Alves-Oliveira, P., Ribeiro, T., Petisca, S., Di Tullio, E., Melo, F., Paiva, A.: An empathic robotic tutor for school classrooms. In: International Conference on Social Robotics. pp. 21–30. Springer (2015). https://doi.org/10.1007/978-3-319-25554-5_3
Barrett, L., Adolphs, R., Marsella, S., Martinez, A., Pollak, S.: Emotional expressions reconsidered. Psychol. Sci. Pub. Interest 20(1), 1–68 (2019)
Dautenhahn, K.: Methodology themes of human-robot interaction. Int. J. Adv. Rob. Syst. 4(1), 15 (2007)
Edwards, A., Edwards, C., Westerman, D., Spence, P.: Initial expectations, interactions, and beyond with social robots. Comput. Hum. Behav. 90, 308–314 (2019)
de Graaf, M.M., Allouch, S.B.: The relation between people’s attitude and anxiety towards robots in human-robot interaction. In: 2013 IEEE RO-MAN, pp. 632–637. IEEE (2013)
Hartson, H., Pyla, P.: The UX Book. Morgan Kaufmann, Burlington (2018)
Hashtroudi, S., Parker, E.S., DeLisi, L.E., Wyatt, R.J., Mutter, S.A.: Intact retention in acute alcohol amnesia. J. Exp. Psychol. Learn. Mem. Cogn. 10(1), 156 (1984)
Hassenzahl, M., Tractinsky, N.: User experience - a research agenda. Behav. Inf. Technol. 25(2), 91–97 (2006)
Horstmann, A., Krämer, N.: Great expectations? Relation of previous experiences with social robots in real life or in the media and expectancies based on qualitative and quantitative assessment. Front. Psychol. 10, 939 (2019)
Horstmann, A., Krämer, N.: When a robot violates expectations. In: Companion of the 2020 ACM/IEEE International Conference on Human-Robot Interaction, pp. 254–256 (2020)
Horstmann, A.C., Krämer, N.C.: Expectations vs. actual behavior of a social robot. Plos One 15(8), e0238133 (2020)
Jokinen, K., Wilcock, G.: Expectations and first experience with a social robot. In: Proceedings of the 5th International Conference on Human Agent Interaction, pp. 511–515 (2017)
Kaasinen, E., Kymäläinen, T., Niemelä, M., Olsson, T., Kanerva, M., Ikonen, V.: A user-centric view of intelligent environments. Computers 2(1), 1–33 (2013)
Kahneman, D., Fredrickson, B.L., Schreiber, C.A., Redelmeier, D.A.: When more pain is preferred to less. Psychol. Sci. 4(6), 401–405 (1993)
Khan, S., Germak, C.: Reframing HRI design opportunities for social robots. Fut. Internet 10(10), 101 (2018)
Kwon, M., Jung, M., Knepper, R.: Human expectations of social robots. In: 2016 11th ACM/IEEE International Conference on Human-Robot Interaction (HRI), pp. 463–464. IEEE (2016)
Lindblom, J.: Embodied social cognition. Cognitive systems monographs (COSMOS). Springer International Publishing Switzerland (2015). https://doi.org/10.1007/978-3-319-20315-7_3
Lindblom, J., Alenljung, B.: The anemone: theoretical foundations for UX evaluation of action and intention recognition in human-robot interaction. Sensors 20(15), 4284 (2020)
Lohse, M.: The role of expectations in HRI. New Frontiers in Human-Robot Interaction, pp. 35–56 (2009)
Malle, B., Fischer, K., Young, J., Moon, A., Collins, E.: Trust and the discrepancy between expectations and actual capabilities. In: Zhang, D., Wei, B. (eds.) Human-Robot Interaction: Control, Analysis, and Design, chap. 1, pp. 1–23. Cambridge Scholars Publishing (2020)
Manzi, F., Massaro, D., Di Lernia, D., Maggioni, M.A., Riva, G., Marchetti, A.: Robots are not all the same. Cyberpsychol. Behav. Soc. Netw. 24(5), 307–314 (2021)
Meister, M.: When is a robot really social? An outline of the robot sociologicus. Sci. Technol. Innov. Stud. 10(1), 107–134 (2014)
Moore, R.K.: Is spoken language all-or-nothing? Implications for future speech-based human-machine interaction. In: Dialogues with Social Robots, pp. 281–291. Springer (2017). https://doi.org/10.1007/978-981-10-2585-3_22
Nomura, T., Kanda, T., Suzuki, T., Kato, K.: Psychology in human-robot communication. In: RO-MAN 2004. 13th IEEE International Workshop on Robot and Human Interactive Communication (IEEE Catalog No. 04TH8759), pp. 35–40. IEEE (2004)
Nomura, T., Suzuki, T., Kanda, T., Kato, K.: Measurement of anxiety toward robots. In: ROMAN 2006-The 15th IEEE International Symposium on Robot and Human Interactive Communication, pp. 372–377. IEEE (2006)
Norman, D.: The Design of Everyday Things. Basic Books, New York (2013)
Olson, J., Roese, N., Zanna, M.: Expectancies, pp. 211–238. Guilford Press (1996)
Roese, N., Sherman, J.: Expectancy. In: Kruglanski, A.W., Higgins, E.T. (eds.) Social Psychology: Handbook of Basic Principles. The Guilford Press, New York (2007)
Rosén, J.: Expectations in human-robot interaction. In: Neuroergonomics and Cognitive Engineering: Proceedings of the International Conference on Applied Human Factors and Ergonomics, pp. 98–105. Springer (2021). https://doi.org/10.1007/978-3-030-80285-1_12
Rosén, J., Lindblom, J., Billing, E.: Reporting of ethical conduct in human-robot interaction research. In: Zallio, M., Raymundo Ibañez, C., Hernandez, J.H. (eds.) AHFE 2021. LNNS, vol. 268, pp. 87–94. Springer, Cham (2021). https://doi.org/10.1007/978-3-030-79997-7_11
Roto, V., Law, E., Vermeeren, A., Hoonhout, J.: User experience white paper - bringing clarity to the concept of user experience. In: Dagstuhl Seminar on Demarcating user Experience (2011)
Sandoval, E., Mubin, O., Obaid, M.: Human robot interaction and fiction. In: International Conference on Social Robotics. pp. 54–63. Springer (2014). https://doi.org/10.1007/978-3-319-11973-1_6
Schramm, L.T., Dufault, D., Young, J.E.: Warning: this robot is not what it seems! exploring expectation discrepancy resulting from robot design. In: Companion of the 2020 ACM/IEEE International Conference on Human-Robot Interaction, pp. 439–441 (2020)
Tonkin, M., Vitale, J., Herse, S., Williams, M., Judge, W., Wang, X.: Design methodology for the UX of HRI. In: Proceedings of the 2018 ACM/IEEE International Conference on Human-Robot Interaction, pp. 407–415 (2018)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Rosén, J., Lindblom, J., Billing, E. (2022). The Social Robot Expectation Gap Evaluation Framework. In: Kurosu, M. (eds) Human-Computer Interaction. Technological Innovation. HCII 2022. Lecture Notes in Computer Science, vol 13303. Springer, Cham. https://doi.org/10.1007/978-3-031-05409-9_43
Download citation
DOI: https://doi.org/10.1007/978-3-031-05409-9_43
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-05408-2
Online ISBN: 978-3-031-05409-9
eBook Packages: Computer ScienceComputer Science (R0)