Journal of the Korea Convergence Society (한국융합학회논문지)

Korea Convergence Society (한국융합학회)
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Research on Service Extensior of Restaurant Serving Robot - Taking Haidilao Hot Pot Intelligent Restaurant in Beijing as an Example

레스토랑 서빙 로봇의 서비스 확장에 관한 연구 - 중국 베이징 하이디라오 스마트 레스토랑을 사례로 연구

  • Zhao, Yuqi (Dept. of Experience Design, Techno Design, Kookmin University) ;
  • Pan, Young-Hwan (Dept. of Experience Design, Techno Design, Kookmin University)
  • 조여기 (국민대학교 테크노디자인전문대학원 경험디자인학과) ;
  • 반영환 (국민대학교 테크노디자인전문대학원 경험디자인학과)
  • Received : 2020.02.28
  • Accepted : 2020.04.20
  • Published : 2020.04.28
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Abstract

This study focuses on the analysis of the service process and interaction mode of the serving robot used in the restaurant, Through user research, shadowing research and indepth interviews with customers and catering service personnel, this paper analyzes the contact points between catering service machines, people and users, constructs user journey map to understand users' expectations. In addition to the delivery service that can be allocated to the machine and people, the blueprint construction of ordering, reception and table cleaning services can also included in the service process. The final proposal is to improve the existing machine human interface and design a new service scheme.

본 연구는 식당에서 사용하는 외식서빙 로봇의 서비스 절차 및 인터랙션 방식에 중점을 두고 연구한다. 사용자 설문조사,사용자를 관찰하고 고객과 레스토랑 종업원의 인터뷰를 통한 레스토랑 서빙 로봇과 고객의 교류방식을 분석하고 사용자 요구를 파악하기 위해 사용자 여정 지도를 구축한다. 또한 서비스 절차에서 배달 서비스 뿐만 아니라 주문 서비스, 접대 서비스 및 테이블 정리 등을 모두 서비스 로봇이 행하는 것을 의도한다.최종 제안 연구 목적은 기존의 서빙 로봇 GUI을 개선하고 새로운 서비스 청사진을 설계하는 것이다.

Keywords

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