A week-long study on robot-visitors spatial relationships during guidance in a sciences museum

Díaz, Marta; Paillacho, Dennys; Ángulo, Cecilio; Torres, O.; Gonzalez, J.; Albó-Canals, Jordi

doi:10.1145/2559636.2559797

Cited by 1 publication

(1 citation statement)

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“…Providing information and guidance is a suitable task to a social service robot in a public place such as a shopping mall [19]. Various robots have been tested in offering guidance to mall or store visitors either by route explanation and pointing, or escorting the customer to the target location [4], [7], [9], [10], [20], [5]. Guidance is one of the most desired task for a robot among shopping mall customers and even mall managers, who are aware of the customers challenges in way-finding in their malls [14], [19].…”

Section: Introductionmentioning

confidence: 99%

Should a Robot Guide Like a Human? A Qualitative Four-Phase Study of a Shopping Mall Robot

Heikkilä

Lammi

Niemelä

et al. 2019

Lecture Notes in Computer Science

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Providing guidance to customers in a shopping mall is a suitable task for a social service robot. To be useful for customers, the guidance needs to be intuitive and effective. We conducted a four-phase qualitative study to explore what kind of guidance customers need in a shopping mall, which characteristics make human guidance intuitive and effective there, and what aspects of the guidance should be applied to a social robot. We first interviewed staff working at the information booth of a shopping mall and videotaped demonstrated guidance situations. In a human-human guidance study, ten students conducted seven way-finding tasks each to ask guidance from a human guide. We replicated the study setup to study guidance situations with a social service robot with eight students and four tasks. The robot was controlled using Wizard of Oz technique. The characteristics that make human guidance intuitive and effective, such as estimation of the distance to the destination, appropriate use of landmarks and pointing gestures, appear to have the same impact when a humanoid robot gives the guidance. Based on the results, we identified nine design implications for a social guidance robot in a shopping mall.

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