A User-driven Design Framework for Robotaxi
This work addresses design problems for robotaxi developers and urban mobility planners, but it is incremental as it builds on existing human-robot interaction research without introducing new technological methods.
The study tackled the design challenges of robotaxis by conducting interviews and ride experiences to understand user perceptions, finding that users valued increased agency and consistent driving but faced issues like limited flexibility and safety concerns, leading to a proposed user-driven design framework for trustworthy robotaxi design.
Robotaxis are emerging as a promising form of urban mobility, but removing human drivers fundamentally reshapes passenger-vehicle interaction and raises new design challenges. To inform robotaxi design based on real-world experience, we conducted 18 semi-structured interviews and autoethnographic ride experiences to examine users' perceptions, experiences, and expectations for robotaxi design. We found that users valued benefits such as increased agency and consistent driving. However, they also encountered challenges such as limited flexibility, insufficient transparency, and emergency handling concerns. Notably, users perceived robotaxis not merely as a mode of transportation, but as autonomous, semi-private transitional spaces, which made users feel less socially intrusive to engage in personal activities. Safety perceptions were polarized: some felt anxiety about reduced control, while others viewed robotaxis as safer than humans due to their cautious, law-abiding nature. Based on the findings, we propose a user-driven design framework spanning hailing, pick-up, traveling, and drop-off phases to support trustworthy, transparent, and accountable robotaxi design.