Context
A hotel delivery is a social service interaction: guests, staff, elevators, hallways, and unexpected obstacles all shape whether the robot feels helpful.
Human–Robot Interaction / Savioke Relay / service design
Observing hotel delivery robots in context
In-hotel observation and storyboarding explored how a service robot can recover from problems, communicate status, and fit naturally into hospitality work.
Approach
Observational research at hotel sites was paired with storyboarding around service-recovery scenarios and resolutions.
Outcome
The work translated moments of confusion into clearer behaviors and interaction cues, helping the robot explain delays, ask for help, and hand off a delivery gracefully.
