DESIGNING A WORKPLACE ROBOTIC SERVICE

Transcription

1 DESIGNING A WORKPLACE ROBOTIC SERVICE Envisioning a novel complex system, such as a service robot, requires identifying and fulfilling many interdependent requirements. As the leader of an interdisciplinary team that designed and implemented a social robot and its service, I used human-centered and service design approaches to address this challenge. This is one of the first such design cases for a social robot service [1]. Two products of this study, a service concept and a blueprint method accounting for adaptive robotic interaction [2], were integrated into a service design course at CMU, and became the basis of a new course, Adaptive Service Design. SKETCHING Sketched robot s form in 2d/3d mock-ups EARLY PROTOTYPE & INTERACTION TEST SERVICE DESIGN Drove around a prototype to observe people s natural interactions Workplace study revealed needs for healthy, social snacking OPERATOR INTERFACE & SNACK ORDERING WEBSITE DESIGN HEIGHT EXPERIMENT Compared different heights (the smallest one was perceived as submissive) TWO-MONTH FIELD EXPERIMENT Studied interaction personalization [3] and workplace adoption of the robot [4] 1 / 5

2 HUMAN-HUMAN HANDOVER HUMAN-ROBOT HANDOVER MODELING HUMAN COLLABORATION FOR HUMAN-ROBOT INTERACTION How are people able to hand each other objects without having to exchange any words? Modeling human-human physical collaboration processes, I developed design principles for fluid human-robot handover behaviors [5]. I video-recorded 27 pairs of people handing objects to each other, and analyzed nonverbal cues they used to coordinate when to start and where to hand off the objects [6, 7]. Collaborating with roboticists, we implemented these behaviors on HERB, a semi-humanoid home butler robot, and evaluated their effectiveness. The results suggest that people work with the robot more efficiently when it utilizes human physical collaboration cues [8]. WEBSITE DESIGN FOR SERVICE & RESEARCH I designed two websites that not only provided helpful services that people use, but also served as research platforms. These sites allowed manipulations for controlled field experiments and theoretical hypotheses testing. Fitbit Plan helped Fitbit users increase their daily steps with personalized plans and progress-checking features. I tested motivation-boosting strategies drawn from reflection and goal-setting literature [9] by manipulating the plan set-up process. On the Snackbot website, people placed orders for snacks to be delivered to their offices. Drawing from behavioral economics, I tested strategies to promote healthy choices by manipulating the order and information presented with snack options [10]. FITBIT PLAN Simply asking Fitbit users why they wanted to be more physically active when setting up the plan made them walk 2,425 steps more per day over two weeks [9] SNACK ORDERING WEBSITE The default strategy (placing healthy options first (left)) promoted healthy choices better than the information strategy (posting calorie info (right)), which backfired [10] 2 / 5

3 SPEED DATING DESIGN METHODS I co-developed speed dating, a design method that consists of principles and techniques that guide designers through the process of examining a set of design concepts and variables with users through low-fidelity 2D scenarios and 3D mock-ups [11, 12, 13]. The speed dating method was originally conceived of as a qualitative method. I extended it to a scenario-based online experiment that quantitatively compared recovery strategies for robotic service breakdowns [14] in a study that received a Best Paper Award. Widely used in research projects, this method has been included in a design method book [15], the curricula of HCI and interaction design courses, and about sixty academic publications. LEVELS OF AUTOMATION IN SMART HOME Built a rough smart home using foam cores and whiteboards and acted out different levels of automation in smart home to quickly assess user experience [12, 13] SERVICE RECOVERY STRATEGY Experimentally compared recovery strategies for robotic breakdowns [14] ROLES OF SMART HOME Reviewed 22 concepts to find overlaps in needs perceived by designers vs users [11] TANGIBLE INTERACTION TOY FOR STORYTELLING 2003, KAIST I designed and built Wonderland, a tangible, interactive toy set for children that creates animated stories on a computer. As the children place the toys on the play mat, characters associated with each toy appear on a computer screen and move as the children move the physical toys. Wonderland records the animation along with the children s narration. OVERVIEW SCREEN INTERFACES ITERATIVE PROTOTYPES OF CAMERA SENSING 3 / 5

4 SMART BAG Based on my research on dual-income families [16], I designed the concept for Smart Bag [17], a reminder system that helps children remember their schedules and what they need to bring while encouraging parents to engage in parenting. Smart Bag is introduced in two books on technology design for children [18, 19]. SCREEN-BASED INTERFACES 2004, SK Telecom Our team designed user interfaces for a commercialized mobile phone and a conceptual prototype of a home information robot. Docking station WEARABLE COMPUTERS 2002, KAIST & Samsung Electronics Our team designed a wearable computer concept for everyday information management. Wristband Earpiece EMOTUITIVE INTERFACES 2003, KAIST & Samsung Electronics Our team designed an interface concept that communicates the status of home electronic appliances in an intuitive and fun way. LIGHTING DESIGN 2000, KAIST Lighting made of translucent epoxy 2005, CMU Typography poster 4 / 5

5 REFERENCES [1] Lee, M.K., Forlizzi, J., Rybski, P.E., Crabbe, F., Chung, W., Finkle, J., Glaser, E., & Kiesler, S. (2009). The Snackbot: Documenting the design of a robot for long-term human-robot interaction. In Proc. of the ACM/IEEE International Conference on Human Robot Interaction, [2] Lee, M.K., & Forlizzi, J. (2009). Designing adaptive robotic services. In Proc. of the International Association of Societies of Design Research. [3] Lee, M. K., Forlizzi, J., Kiesler, S., Rybski, P., Antanitis, J., & Savetsila, S. (2012). Personalization in HRI: A longitudinal field experiment. In Proc. of the ACM/IEEE International Conference on Human Robot Interaction, [4] Lee, M. K., Kiesler, S., Forlizzi, J., & Rybski, P. (2012). Ripple effects of embedded social agents: Field study of a social robot in the workplace. In Proc. of the ACM/SIGCHI Conference on Human Factors in Computing Systems, [5] Strabala, K. W., Lee, M. K., Dragan, A. D., Forlizzi, J. L., Srinivasa, S., Cakmak, M., & Micelli, V. (2013). Towards seamless human-robot handovers. Journal of Human-Robot Interaction, 2(1), [6] Strabala, K., Lee, M. K., Dragan, A., Forlizzi, J., & Srinivasa, S. S. (2012). Learning the communication of intent prior to physical collaboration. In Proc. of RO-MAN, [7] Lee, M. K., Forlizzi, J., Kiesler, S., Cakmak, M., & Srinivasa, S. (2011). Predictability or adaptivity?: Designing robot handoffs modeled from trained dogs and people. In Proc. of the ACM/IEEE International Conference on Human-Robot Interaction, [8] Cakmak, M., Srinivasa, S. S., Lee, M. K., Kiesler, S., & Forlizzi, J. (2011). Using spatial and temporal contrast for fluent robot-human hand-overs. In Proc. of the ACM/IEEE International Conference on Human-Robot Interaction, [9] Lee, M. K., Forlizzi, J., & Kiesler, S. (in preparation). Prescription vs. empowerment: Increasing physical activity through reflective, personalized goal-setting. [10] Lee, M.K., Kiesler, S., & Forlizzi, J. (2011). Mining behavioral economics to design persuasive technology for healthy choices. In Proc of the ACM/SIGCHI Conference on Human Factors in Computing Systems, [11] Lee, M.K., Davidoff, S., Zimmerman, J., & Dey, A.K. (2006). Smart homes, families and control. In Proc. of the International Conference on Design & Emotion. Best Paper Award [12] Davidoff, S., Lee, M.K., Dey, A.K., & Zimmerman, J. (2007). Rapidly exploring application design through speed dating. In Proc. of the International Conference on Ubiquitous Computing, [13] Lee, M.K., Davidoff, S., Zimmerman, J., & Dey, A.K. (2008). Designing for control: Finding roles for smart homes. In P. Desmet, J. van Erp, and M. Karlsson (eds.), Design & Emotion Moves (pp ). UK:Cambridge Scholars Publishing. [14] Lee, M.K., Kiesler, S., Forlizzi, J., Srinivasa, S., & Rybski, P. (2010). Gracefully mitigating breakdowns in robotic services. In Proc. of the ACM/IEEE International Conference on Human Robot Interaction, Best Paper Award [15] Hanington, B. & Martin, B. (2012). Universal Methods of Design: 100 Ways to Research Complex Problems, Develop Innovative Ideas, and Design Effective Solutions. Rockport Publishers. [16] Davidoff, S., Lee, M. K., Yiu, C., Zimmerman, J., & Dey, A. K. (2006). Principles of smart home control. In Proc. of the International Conference on Ubiquitous Computing, [17] Lee, M.K., Davidoff, S., Zimmerman, J., & Dey, A.K. (2007). Smart bag: Managing home and raising children. In Proc. of the International Conference on Designing Pleasurable Products and Interfaces, [18] Benyon, D., Turner, P., & Turner, S. (2009) Designing Interactive Systems: People, Activities, Contexts, Technologies. Addison Wesley. [19] Drulin, A. (2009). Mobile Technology for Children: Designing for Interaction and Learning. Morgan Kaufmann. 5 / 5