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Expectations in Human-Robot Interaction
University of Skövde, School of Informatics. University of Skövde, Informatics Research Environment. (Interaction Lab (ILAB))ORCID iD: 0000-0001-8642-336x
2021 (English)In: Advances in Neuroergonomics and Cognitive Engineering: Proceedings of the AHFE 2021 Virtual Conferences on Neuroergonomics and Cognitive Engineering, Industrial Cognitive Ergonomics and Engineering Psychology, and Cognitive Computing and Internet of Things, July 25-29, 2021, USA / [ed] Hasan Ayaz; Umer Asgher; Lucas Paletta, Cham: Springer, 2021, p. 98-105Conference paper, Published paper (Refereed)
Abstract [en]

It is acknowledged that humans expect social robots to interact in a similar way as in human-human interaction. To create successful interactions between humans and social robots, it is envisioned that the social robot should be viewed as an interaction partner rather than an inanimate thing. This implies that the robot should act autonomously, being able to ‘perceive’ and ‘anticipate’ the human’s actions as well as its own actions ‘here and now’. Two crucial aspects that affect the quality of social human-robot interaction is the social robot’s physical embodiment and its performed behaviors. In any interaction, before, during or after, there are certain expectations of what the social robot is capable of. The role of expectations is a key research topic in the field of Human-Robot Interaction (HRI); if a social robot does not meet the expectations during interaction, the human (user) may shift from viewing the robot as an interaction partner to an inanimate thing. The aim of this work is to unravel the role and relevance of humans’ expectations of social robots and why it is important area of study in HRI research. Moreover, I argue that the field of HRI can greatly benefit from incorporating approaches and methods from the field of User Experience (UX) in its efforts to gain a deeper understanding of human users’ expectations of social robots and making sure that the matching of these expectations and reality is better aligned.

Place, publisher, year, edition, pages
Cham: Springer, 2021. p. 98-105
Series
Lecture Notes in Networks and Systems, ISSN 2367-3370, E-ISSN 2367-3389 ; 259
Keywords [en]
User experience, Human-robot interaction, Expectations
National Category
Human Computer Interaction
Research subject
INF302 Autonomous Intelligent Systems; Interaction Lab (ILAB)
Identifiers
URN: urn:nbn:se:his:diva-20254DOI: 10.1007/978-3-030-80285-1_12Scopus ID: 2-s2.0-85112052093ISBN: 978-3-030-80284-4 (print)ISBN: 978-3-030-80285-1 (electronic)OAI: oai:DiVA.org:his-20254DiVA, id: diva2:1582587
Conference
International Conference on Applied Human Factors and Ergonomics (AHFE 2021), USA, July 25-29, 2021.
Available from: 2021-08-02 Created: 2021-08-02 Last updated: 2023-12-07Bibliographically approved
In thesis
1. What did you expect?: A human-centered approach to investigating and reducing the social robot expectation gap
Open this publication in new window or tab >>What did you expect?: A human-centered approach to investigating and reducing the social robot expectation gap
2024 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

We live in a complex world where we proactively plan and execute various behaviors by forming expectations in real time. Expectations are beliefs regarding the future state of affairs and they play an integral part of our perception, attention, and behavior. Over time, our expectations become more accurate as we interact with the world and others around us. People interact socially with other people by inferring others' purposes, intentions, preferences, beliefs, emotions, thoughts, and goals. Similar inferences may occur when we interact with social robots. With anthropomorphic design, these robots are designed to mimic people physically and behaviorally. As a result, users predominantly infer agency in social robots, often leading to mismatched expectations of the robots' capabilities, which ultimately influences the user experience. 

In this thesis, the role and relevance of users' expectations in first-hand social human-robot interaction (sHRI) was investigated. There are two major findings. First, in order to study expectations in sHRI, the social robot expectation gap evaluation framework was developed. This framework supports the systematic study and evaluation of expectations over time, considering the unique context where the interaction is unfolding. Use of the framework can inform sHRI researchers and designers on how to manage users’ expectations, not only in the design, but also during evaluation and presentation of social robots. Expectations can be managed by identifying what kinds of expectations users have and aligning these through design and dissemination which ultimately creates more transparent and successful interactions and collaborations. The framework is a tool for achieving this goal. Second, results show that previous experience has a strong impact on users’ expectations. People have different expectations of social robots and view social robots as both human-like and as machines. Expectations of social robots can vary according to the source of the expectation, with those who had previous direct experiences of robots having different expectations than those who relied on indirect experiences to generate expectations.    

One consequence of these results is that expectations can be a confounding variable in sHRI research. Previous experience with social robots can prime users in future interactions with social robots. These findings highlight the unique experiences users have, even when faced with the same robot. Users' expectations and how they change over time shapes the users’ individual needs and preferences and should therefore be considered in the interpretation of sHRI. In doing so, the social robot expectation gap can be reduced.

Abstract [sv]

Vi lever i en komplex värld och för att kunna hantera denna komplexitet formar vi förväntningar. Förväntningar är antaganden om framtida tillstånd och är en vital del av vår perception, uppmärksamhet och beteende. Genom att interagera med omvärlden och andra människor blir våra förväntningar mer precisa och korrekta över tid. I en social interaktion behöver vi förstå den andra personens syften, avsikter, preferenser, övertygelser, känslor, tankar och mål. Sociala robotar är utformade för att skapa liknande inferenser när användare interagerar med dem. Detta kan leda till missbedömningar mellan vad vi förväntar oss av sociala robotar och vad dessa artefakter är kapabla till, vilket påverkar användarupplevelsen av sociala robotar.

I den här avhandlingen presenteras den forskning som har utförts för att studera rollen och relevansen av människors förväntningar i social människa-robotinteraktion (sMRI). Resultaten kan delas in i två större fynd. Det första fyndet är ett utvärderingsramverk som ämnar att systematiskt studera användares förväntningar av sociala robotar i en interaktion, med fokus på hur förväntningar ändras över tid i en interaktion, med interaktionens unika kontext i åtanke. Ramverket är menat för designers av sociala robotar och forskare inom sMRI-fältet för att bättre studera, hantera, och förstå förväntningar, både i robotarnas design och i robotarnas agerande. Det andra fyndet består av de empiriska resultat som visar hur tidigare erfarenheter påverkar användares förväntningar. Förväntningarna baseras till stor del på vilka typer av tidigare erfarenheter användare har, där de med direkta erfarenheter av robotar har andra förväntningar än de med indirekta erfarenheter. Vidare visar resultaten att användare ser sociala robotar både som människolika och som maskiner samtidigt.

Förväntningar kan också ses som en bakomliggande variabel inom sMRI-forskning eftersom tidigare erfarenheter kan påverka deltagare i kommande interaktioner med sociala robotar. Resultaten visar även att användarupplevelsen är unik för varje användare, även om roboten är densamma, vilket bör tas i åtanke när resultat tolkas i en sMRI-kontext. Genom att ha förväntningar i åtanke kan vi minska det gap som uppstår mellan människors förväntningar av sociala robotar och robotarnas faktiska förmågor. På så sätt kan vi främja positiva användarupplevelser och förbättra interaktionen mellan människa och robot.

Place, publisher, year, edition, pages
Skövde: University of Skövde, 2024. p. 220
Series
Dissertation Series ; 55
National Category
Robotics Interaction Technologies Social Psychology Ethics Social Psychology Computer Vision and Robotics (Autonomous Systems) Human Computer Interaction
Research subject
Interaction Lab (ILAB)
Identifiers
urn:nbn:se:his:diva-23414 (URN)978-91-987906-9-6 (ISBN)
Public defence
2024-01-19, G207, Högskolevägen 3, Skövde, 13:00 (English)
Opponent
Supervisors
Note

Ett av sju delarbeten (övriga se rubriken Delarbeten/List of papers):

VII Lindblom, Jessica, Rosén, Julia, Lamb, Maurice, and Billing, Erik (Manuscript). “Disentangling People’s Experiences and Expectations when Interacting with the Social Robot Pepper: A Qualitative Analysis”. In: Manuscript for scientific journal, pp. 1–41.

Available from: 2023-12-07 Created: 2023-12-07 Last updated: 2024-02-29Bibliographically approved

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