Delivering the Future: Understanding User Perceptions of Delivery Robots

Abstract

Delivery robots are increasingly becoming part of our urban landscape. However, the general public is divided about their presence in public spaces; some welcome their usefulness, while others see them as intrusive or even threatening. This study aims to understand users' perceptions of these robots to provide concrete insights into their further development. First, we used text mining to analyze people's reactions to popular YouTube videos featuring delivery robots. Based on these findings, we applied the scenario-based design method to develop scenarios illustrating user interactions with delivery robots. We then conducted in-depth interviews with 30 participants to explore their views on these scenarios. Our analysis highlighted several design issues, including robots' aesthetics, interactions with pedestrians, and the broader physical and regulatory framework. We also identified common concerns and positive expectations for these robots. From these findings, we propose design implications for the future of delivery robots.