Abstract
The present work uses a user-centered design approach to investigate potential design requirements and user scenarios of social robots in municipal services. Qualitative interviews paired with two interactive workshops compared the expectations of potential costumers with those of administration experts of municipalities. The results indicate mainly similar expectations of the robot’s design and functionality, but revealed different perspectives: Customers thought more about specific design characteristics (e.g. the robots body temperature), while administration experts reflected more on service aspects (e.g. adapting the needs of different customers and especially people in need of support or the robustness of the system). Moreover, precise user scenarios that integrate the different ideas and preferences are presented. These can help researchers and practitioners to extract design requirements and application scenarios that are considered by the different stakeholders.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsReferences
Bartneck, C., Belpaeme, T., Eyssel, F., Kanda, T., Keijsers, M., Šabanovic, S.: Mensch-roboter-interaktion. Hanser, Eine Einführung, München (2020)
Hansen, S.T., Hansen, K.D.: What’s a robot doing in the citizen service centre? In: Companion of the 2021 ACM/IEEE International Conference on Human-Robot Interaction, pp. 677–679 (2021)
Kaipainen, K., Ahtinen, A., Hiltunen, A.: Nice surprise, more present than a machine: experiences evoked by a social robot for guidance and edutainment at a city service point. In: Proceedings of the 22nd International Academic Mindtrek Conference, pp. 163–171 (2018)
Mey, G., Mruck, K.: Handbuch qualitative Forschung in der Psychologie. Springer (2010). https://doi.org/10.1007/978-3-531-92052-8
Mubin, O., Kharub, I., Khan, A.: Pepper in the library” students’ first impressions. In: Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems, pp. 1–9 (2020)
Pitsch, K., Kuzuoka, H., Suzuki, Y., Sussenbach, L., Luff, P., Heath, C.: “The first five seconds”: contingent stepwise entry into an interaction as a means to secure sustained engagement in HRI. In: RO-MAN 2009-The 18th IEEE International Symposium on Robot and Human Interactive Communication, pp. 985–991. IEEE (2009)
Roesler, E., Manzey, D., Onnasch, L.: A meta-analysis on the effectiveness of anthropomorphism in human-robot interaction. Sci. Robot. 6(58), eabj5425 (2021)
Straßmann, C., Krämer, N.C.: A two-study approach to explore the effect of user characteristics on users’ perception and evaluation of a virtual assistant’s appearance. Multimodal Technol. Interact. 2(4), 66 (2018)
Acknowledgements
The presented work was supported by the RuhrBotS project (16SV8589) funded by the Federal Ministry of Education and Research Germany. The authors thank all participants of the interviews and workshops as well as institutions under city administration making this research possible. Additional thanks go to Pasquale Hinrichs, Anna-Marie Schweizer, Lara Oldach und Noémi Tschiesche for comments on the manuscript. Moreover, we thank Elias Thiele for his assistance with the transcripts and coding. Presentation of this work is funded by the initiative for quality improvement in teaching of the Institute of Computer Science.
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
Straßmann, C., Eimler, S.C., Peltzer, I., Hermann, J., Dogangün, A., Roth, S. (2022). User-Centered Robots for Municipal Services: What Do Customers and Service Experts Expect from Robots in Municipal Institutions?. 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_46
Download citation
DOI: https://doi.org/10.1007/978-3-031-05409-9_46
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)