Interdisciplinary Requirements Engineering for Deploying Social Robots in Public Library's
Artur Lisetschko, Nadine Jansen, Ayşegül Doğangün, Aiden Danny Mäder · 2024
Social robots can enhance customer service of municipalities, but lacks a comprehensive ecosystem. Addressing this, the following paper explores an interdisciplinary approach to requirements engineering for deploying social robots in the real-world by combining user research with expert assessment of economic factors. We interviewed library regulars and developed personas focusing on user experience (UX). Afterwards, a collaborative workshop with experts from the fields of human-computer interaction (HCI) and business administration (BA) was conducted to determine factors of economical validity based on the use case of social robots for customer service in public libraries. First, experts evaluated user personas from a customer experience (CX) perspective. Then, experts were asked to put themselves in the role of one of two administrators to assess what requirements respective stakeholders would impose in order to agree on the use of a social robot. Results yield valuable insights to support and guide the design and deployment of social robots in public libraries with implications extending in relevance to other municipal institutions.