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http://dx.doi.org/10.15207/JKCS.2020.11.4.017

Research on Service Extensior of Restaurant Serving Robot - Taking Haidilao Hot Pot Intelligent Restaurant in Beijing as an Example  

Zhao, Yuqi (Dept. of Experience Design, Techno Design, Kookmin University)
Pan, Young-Hwan (Dept. of Experience Design, Techno Design, Kookmin University)
Publication Information
Journal of the Korea Convergence Society / v.11, no.4, 2020 , pp. 17-25 More about this Journal
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.
Keywords
Smart restaurant; Serving robot; Service design; Robot interface; Service blueprint;
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