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Related Experiment Video

Updated: Mar 29, 2026

The Modular Design and Production of an Intelligent Robot Based on a Closed-Loop Control Strategy

The Modular Design and Production of an Intelligent Robot Based on a Closed-Loop Control Strategy

Published on: October 14, 2017

Human-Robot Interaction Strategy of Service Robot with Insufficient Capability in Self-Service Shop.

Wa Gao^1,2, Tao He², Yang Ji²

¹Co-Innovation Center of Efficient Processing and Utilization of Forest Resources, Nanjing Forestry University, Nanjing 210037, China.

Biomimetics (Basel, Switzerland)

|March 27, 2026

Summary

Service robots in shops should prioritize social interaction skills over performance. Empathetic apologies can mitigate negative user experiences when robots have performance limitations, enhancing future interactions.

Keywords:

human–robot interaction interaction strategy robot’s insufficient capability user experience

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Area of Science:

Human-Robot Interaction (HRI)
Service Robotics
User Experience (UX) Design

Background:

Service robots are increasingly deployed in retail environments.
Understanding user experience with robots possessing limited capabilities is crucial for effective design.
Current research often focuses on fully capable robots, leaving a gap in understanding interactions with imperfect systems.

Purpose of the Study:

To investigate user experience with service robots exhibiting insufficient capabilities in a self-service retail setting.
To evaluate the impact of different robot interaction strategies, including apologies and social cues, on customer perception.
To identify key factors influencing user willingness for future interactions with service robots.

Main Methods:

Utilized a Yanshee robot and a custom localization-rotation system for experimental platform.
Designed an experimental scenario simulating a sales return process in a self-service shop.
Varied robot capabilities (social vs. performance insufficiency), apology strategies, and a social interaction cue.

Main Results:

Social insufficiency in robots negatively impacts user experience more than performance insufficiency.
Empathetic apologies are effective for robots with performance limitations.
A social cue (robot facing customers) did not improve overall experience but affected the relationship between in-HRI and post-HRI experiences.
For social insufficiency, impression, intelligence, and interaction capability positively influence future interaction willingness.
For performance insufficiency, impression positively impacts willingness, independent of fluency.

Conclusions:

Robot interaction design in retail should address social capabilities alongside performance.
Empathetic communication strategies are vital for managing user expectations with imperfect service robots.
Findings inform practical design choices for service robots in real-world shopping environments, balancing capability with cost.