Reiteratively Designing a Robotic Concierge with Different Stakeholders – A Multi-Methods Field Study

Abstract

Social robots hold great potential for various economic fields of our daily life, such as the tourism sector. However, systematic research with autonomous prototypes in the field is rather rare, particularly when it comes to perspectives of different stakeholders. To acquire insights on the deployment of a robotic concierge at the reception of a hotel, we applied a multi-method approach in two field studies and implemented a prototype which was reiteratively improved. In study 1, we compared a formal to an informal version of the robotic concierge focusing on the hotel guests and the manager using questionnaires, click data, and an interview. In study 2, we used an improved version of the informal version and additionally investigated the opinion of receptionists utilizing interviews and observations. Overall, the feedback on the robot concierge was positive from all stakeholders. Although generally scoring around average in the questionnaires, guests mainly showed positive emotions while interacting with the robot. The manager also assessed the prototype positively, suggesting future functionalities. The receptionists also referred positively to working alongside the robot but provided mixed feedback on perceived work relief.