Design Process and Experience Innovation of Service Robots in Public Environments

The paper begins with an abstract that outlines the impact of the pandemic on the service‑robot market, emphasizing the need for contact‑less, intelligent solutions that reduce labor costs and enhance efficiency in public spaces.

It then describes the overall design process, noting that hardware and software teams often work in parallel but must align on product aesthetics, manufacturability, electronic routing, and functional specifications derived from user research.

Section 02 discusses the intelligent system architecture, focusing on perception modules, sensor integration, and the importance of a clear capability framework to balance performance and cost.

Section 03 introduces multimodal feedback design, explaining how visual, auditory, and haptic channels create natural, context‑aware interactions that respect human‑robot spatial relationships.

Section 04 covers ergonomic design for public environments, detailing interpersonal distance zones, screen size and angle recommendations, and detection ranges for voice, obstacle avoidance, and vision systems.

Section 05 explores anthropomorphic design, arguing that emotional cues and role‑based behaviors (e.g., a robot acting as a hotel concierge) improve user acceptance despite the robot’s lack of true feelings.

Section 06 presents the service design perspective, identifying key stakeholders, typical hotel‑service tasks, and the five service elements—efficiency, intelligence, humanity, safety, and user‑centered interaction—while stressing the importance of touchpoints and closed‑loop process visualization.

The conclusion synthesizes the findings, stating that coordinated hardware‑software development, multimodal perception, ergonomic and emotional design, and holistic service‑system thinking together raise the overall satisfaction and safety of service‑robot deployments.

References to relevant literature on interpersonal communication, user‑experience theory, AI applications in interaction design, and prior service‑robot research are provided.