An Alternative Welcome: Exploring the Integration of Robots in University Receptions

Abstract

In recent years, the deployment of service robots has expanded beyond limited industrial applications to more interactive and social roles. This exploratory research investigates how robots can be effectively deployed into university buildings without reception desks acquiring the role of the receptionist to serve the needs of visitors. Inspired by the software development life cycle, the study commenced with requirements elicitation from relevant stakeholders, ensuring a user centered design. Three methods were utilized; Observations in university reception environments, Interviews with receptionists, and Focus Groups with potential future users. Requirements analysis using the gathered data, produced a list of features that were implemented on OrionStar’s GreetingBot Mini Robot. The robot was then deployed in a building without a reception at Utrecht University, where 52 participants evaluated its design. The evaluation phase, included participants interacting with the robot and then completing a Post-Interaction Questionnaire, which comprised demographic data collection about participants and most importantly a combination of quantitative (System Usability Scale (SUS)) and qualitative (Open-Ended Questions) measures. The implemented robot was well perceived by participants, scoring a SUS Score of 84.1. Associations between SUS and the demographic data were made using statistical tests, showing no significant results and thus indicating that the design was generally accepted. Thematic analysis of the qualitative data highlighted strengths, weaknesses, and areas of improvement. The produced results served as a basis on which a final requirements list was created, which can be used as an input of recommendations for development of alike robotic solutions. Contributing to the field of Human-Robot Interaction (HRI), this research provides insights of what users expect from robots deployed in similar contexts and identifies important aspects of robot design that enhance user experience. Additionally, the study shows that robots hinder significant opportunities to enhance service provision.