Exploring the Anticipated User Experience of Autonomous Delivery Robots: A Mixed-Methods Study on Visual Appearance

Abstract

The rapid advancement of digitalization and automation has transformed urban logistics, leading to the widespread integration of Autonomous Delivery Robots (ADRs). As these robots transition into semi-public spaces, they function not merely as logistical tools but as dynamic touchpoints within Product-Service Systems (PSS). The successful adoption of such novel technologies relies significantly on the Anticipated User Experience (AX)—the cognitive and emotional expectations formed prior to actual physical interaction. This study aims to investigate the AUX of ADRs operating in semi-public environments from a human factors and industrial design perspective. Employing a mixed-methods approach, the research initially utilizes a quantitative online survey to assess general public expectations regarding perceived safety, legibility of intent, and privacy risks. Subsequently, a qualitative study is conducted using in-depth video-elicitation interviews. Participants are presented with simulated, video-based delivery scenarios to deeply explore their anticipatory reactions and mental models regarding the robot's physical appearance, spatial footprint, and motion behavior. The findings aim to bridge the gap between user expectations and system design, providing actionable design guidelines for the form-giving, behavioral cues, and interaction interfaces of ADRs. Ultimately, this research contributes to the development of emotionally resonant, intuitive, and highly accepted autonomous service systems

Keywords: Autonomous Delivery Robots, Anticipated User Experience, Human–robot Interaction, Service Design

DOI: 10.54941/ahfe1008053