Autonomous Taxi Service Design and User Experience

Kim, Sangwon; Chang, Joon Ha; Park, Hyun Ho; Song, Seon Uk; Bae, Changseok; Kim, Ji Won; Kang, Namwoo

doi:10.1080/10447318.2019.1653556

Cited by 38 publications

(17 citation statements)

References 20 publications

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“…The travel distance was approximately 7 km, and the travel time was approximately 30 min. The details and path of the Daejeon experiment are described in Kim et al (21) and the Seoul experiment can be found in Yoo et al (22). The experimental path was a mixture of a quiet and wide road, a road with many vehicles and floating populations, and narrow alleys and steep hills for vehicles to pass.…”

Section: Robo-taxi Service Pathmentioning

confidence: 99%

“…Others have conducted experiments on the interaction between the taxi and the user in an indirect way using simulation and VR (Jamson et al, 2013;Koo et al, 2015Koo et al, , 2016Griesche et al 2016;Cho et al, 2017). Recently, studies that test the interaction between the user and Robo-taxi based on actual field tests have also been conducted to overcome the limitations of virtual experiments conducted through surveys and simulators (Rothenbucher et al, 2016;Kim et al, 2017;Banks et al, 2018;Kim et al, 2020;Yoo et al, 2020). The user response can be analyzed using quantitative statistical methods as well as qualitative interviews.…”

Section: Introductionmentioning

confidence: 99%

“…Several studies have used a survey approach to analyze the relationship between the user and self-driving vehicle or Robo-taxi (9)(10)(11), while others have conducted experiments on the interaction between the taxi and the user in an indirect way using simulation and virtual reality (12)(13)(14)(15)(16). Recently, studies that test the interaction between the user and the Robo-taxi based on actual field tests have also been conducted to overcome the limitations of virtual experiments conducted through surveys and simulators (17)(18)(19)(20)(21)(22). User response can be analyzed using quantitative statistical methods as well as qualitative interviews.…”

mentioning

confidence: 99%

“…Three models were constructed and analyzed using the user experience data on the Robo-taxi obtained from previous studies (21,22) performed by the authors. The first model was analyzed using path analysis to identify how the main evaluation factors for the quality of the Robo-taxi service by stage (i.e., call, pick-up, traveling, drop-off) affect user satisfaction with the Robo-taxi service.…”

mentioning

confidence: 99%

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Effect of Robo-Taxi User Experience on User Acceptance: Field Test Data Analysis

Lee

Yoo

Kim

et al. 2021

Transportation Research Record

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With the advancement of self-driving technology, the commercialization of robot taxi (Robo-taxi) services is expected. However, there is some skepticism as to whether such taxi services will be successfully accepted by real customers because of perceived safety-related concerns; therefore, studies focused on user experience have become more crucial. Although many studies statistically analyze user experience data obtained by surveying individuals’ perceptions of Robo-taxis or indirectly through simulators, there is a lack of research that statistically analyzes data obtained directly from actual Robo-taxi service experiences. Accordingly, based on the user experience data obtained by implementing a Robo-taxi service in the downtown of Seoul and Daejeon in South Korea, this study quantitatively analyzes the effect of user experience on user acceptance through structural equation modeling and path analysis. Balanced and highly valid insights were also obtained by re-analyzing meaningful relationships obtained through statistical models based on the results of in-depth interviews. The results revealed that the experience of the traveling stage had the greatest effect on user acceptance, and the cutting-edge nature of the service and apprehension of technology were emotions that had a significant effect on user acceptance. Based on these findings, guidelines are suggested for the design and marketing of future Robo-taxi services.

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Section: Robo-taxi Service Pathmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

mentioning

confidence: 99%

mentioning

confidence: 99%

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Effect of Robo-Taxi User Experience on User Acceptance: Field Test Data Analysis

Lee

Yoo

Kim

et al. 2021

Transportation Research Record

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“…Wang et al [32] discerned customer touchpoints during user-product interaction by observing user behavior, proposed a customer touchpoint association model, and established a new service system. Kim et al [33] explained the difference between automatic taxis and manned taxis via customer journey maps and touchpoints. In addition, via the design of touchpoints, he determined the issues that should be considered for the transformation of autonomous taxis.…”

Section: Service Process Volpi and Paulinomentioning

confidence: 99%

Complex Service Process Optimization Based on Service Touchpoint Association and the Design Structure Matrix

et al. 2021

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Service process optimization is conducive to the innovation of enterprise services, but the poor logic design of multiple touchpoints can easily lead to problems in the service process, such as scattered layouts and repeated paths. Aiming at the promotion of service innovation and user experience, this paper takes the optimization of a single service touchpoint as the prerequisite and proposes a service process optimization method based on service touchpoint association and the design structure matrix (DSM). The association of service touchpoints is categorized into two types, namely, noncoupled and coupled association. The DSM is used to describe the two types of association between service touchpoints, and the matrix operation is used for modular identification and layering of the two kinds of association. Finally, through the above steps, the problematic service process was replanned. By using the service process optimization of a new retail convenience store as an example, the service process is divided into 6 relatively independent modules, and the order of module execution is arranged. Moreover, the optimal service process of the convenience store system is determined, and the method is verified to be feasible. Through optimization both from single service touchpoint and service process modularization, the study provides a reference for process optimization of the complex service system.

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UX Design for Holistic User Journey of Future Robotaxi

Lim

Hwangbo

2021

Lecture Notes in Networks and Systems

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Autonomous Taxi Service Design and User Experience

Cited by 38 publications

References 20 publications

Effect of Robo-Taxi User Experience on User Acceptance: Field Test Data Analysis

Effect of Robo-Taxi User Experience on User Acceptance: Field Test Data Analysis

Complex Service Process Optimization Based on Service Touchpoint Association and the Design Structure Matrix

UX Design for Holistic User Journey of Future Robotaxi

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