Hey, Robot! Don't Cut in Line: Designing Queuing Behaviors of Delivery Robots with Multiple Stakeholders

초록

In situations where a delivery robot shares limited resources with people who are incidentally copresent in the same space, its behavior affects both those individuals and customers awaiting delivery. In this paper, we refer to such individuals as incidentally copresent persons (InCops). Most prior studies focus on a single stakeholder, leaving a gap for deployment in shared environments. We examined how robot behavior influences customers' perceived waiting time and the impressions formed by both InCops and customers, using a multi-stakeholder perspective. A key scenario involves a robot and an InCop meeting at an elevator door, where the robot performs a queuing behavior. We compared yielding, cutting in line, and first-in-first-out, along with four information types shown to customers. User journey maps captured qualitative insights. Results revealed that preferences for robot queuing behavior differed by stakeholder, with InCops responding primarily to norm compliance and customers relying more on system transparency to interpret waiting experiences. These findings suggest that socially aligned, humble conduct and visible intent are critical for delivery robots operating in resource-limited environments that balance fairness with efficiency. © 2016 IEEE.

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