基于用户访谈，构建全流程机器人出租车设计框架。
A User-driven Design Framework for Robotaxi
- 通过访谈与亲身体验，调研用户对无人驾驶车的使用感受。
- 发现用户既看重自主性，也担忧透明度与紧急处理能力。
- 提出覆盖全程的用户驱动设计框架，提升信任感。
机器人出租车正成为城市出行的新形态，但移除人类驾驶员从根本上改变了乘客与车辆的交互方式，带来新的设计挑战。为基于真实体验指导机器人出租车设计，我们开展了18次半结构化访谈及自传式乘车体验研究，探讨用户对机器人出租车设计的感知、体验与期待。研究发现，用户重视如增强自主性与稳定驾驶等优势，但也面临灵活性不足、透明度不够和应急处理担忧等问题。值得注意的是，用户将机器人出租车不仅视为交通工具，更看作具有自主性的半私密过渡空间，使其更愿意在车内进行个人活动。安全感知呈现两极分化：部分人因控制权下降而焦虑，另一些人则认为机器人出租车比人类更安全，因其行为谨慎且遵守规则。基于上述发现，我们提出了一个贯穿叫车、接驾、乘车、下车各阶段的用户驱动设计框架，旨在支持可信赖、透明且可问责的机器人出租车设计。
原文摘要 · Abstract (English)
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.
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