非人类和人类参与者的服务设计方法:什么样的工作应该分配给服务机器人?

Q1 Arts and Humanities Journal of Design, Business and Society Pub Date : 2021-10-01 DOI:10.1386/dbs_00025_1
Satoru Tokuhisa, Tetsuro Morimoto
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引用次数: 1

摘要

各种老年人护理保健机器人已经被开发出来。然而,由于老年人和护理人员不仅对新技术,特别是对机器人的心理抵制,医疗机器人的采用几乎没有进展。本文旨在开发一种服务设计方法,该方法包括一个设计过程,包括设计工具,以确定老年护理机构中的工作,并揭示服务机器人和护理人员应该分配什么样的工作。本文开发了一种设计方法,该方法由六个步骤组成,采用原始的设计工具来确定老年护理设施所需的工作,并将其分配给人类和非人类行动者,包括服务机器人。这些工具包括一个actor映射,用于可视化actor到actor (A2A)网络,一个当前待完成作业(JTBD)工作表,用于可视化现有作业,一个新的JTBD工作表,用于可视化新作业,以及一个actor工作表,用于总结每个actor的信息,包括他们的理念。通过这种设计方法,我们进行了一系列的研讨会,目的是在日本静冈县的老年人护理设施中开发人类和非人类的服务。对讲习班参与者进行问卷调查的结果表明,除新的JTBD工作表外,所有工具都有效。此外,对老年护理机构员工的访谈结果也表明了该方法的有效性,该方法通过对人类行为者的访谈揭示了可见和不可见的规则、规范和文化认知因素,并将其嵌入到服务设计过程中。包括本文提出的原始设计工具在内的设计方法有助于在老年护理设施中使用机器人的服务设计方法,通过适当地将工作分配给人类行动者和非人类行动者,也有助于解决在这些设施中采用服务机器人的心理阻力问题,从而为社会带来效率。本文的贡献在于将老年人护理设施中采用服务机器人的阻力问题重新定义为老年人护理设施中应将何种工作分配给服务机器人或护理人员的问题,并开发了包括原始设计工具在内的服务设计过程。
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Service design method for both non-human and human actors: What kinds of jobs should be assigned to service robots?
A variety of healthcare robots for elderly care have been developed. However, as the elderly and caregivers experience psychological resistance towards not only new technologies but specifically to robots, the adoption of healthcare robots has scarcely progressed. This article aims to develop a service design method, which consists of a design process including design tools to identify jobs in an elderly care facility and to reveal what kinds of jobs to assign to service robots and to caregivers. This article develops a design method which is composed of six steps and adopts original design tools to identify jobs needed in elderly care facilities and assign them to human and non-human actors, including service robots. The tools include an actor map to visualize the Actor to Actor (A2A) network, a current jobs to be done (JTBD) worksheet to visualize existing jobs, a new JTBD worksheet to visualize new jobs, and an actor worksheet to summarize information about each actor including their philosophy. With this design method, we conducted a series of workshops with the aim to develop a service fulfilled by humans and non-humans at an elderly care facility in Shizuoka prefecture in Japan. The results of questionnaires administered to the workshop participants demonstrated the effectiveness of all the tools except the new JTBD worksheet. Also, the results of interviews with employees in the elderly care facility indicated the effectiveness of the approach, which reveals visible and invisible regulative, normative and cultural-cognitive elements through interviews with human actors, and embeds them in the service design process. The design method including the original design tools proposed in this article contribute to a service design method for the use of robots in elderly care facilities by allocating jobs to human actors and non-human actors appropriately, and it also contributes to the issue of psychological resistance to the adoption of service robots in these facilities, which brings efficiencies to society. The contribution of this article is to reframe the issue of resistance to the adoption of service robots in elderly care facilities to the issue of what kinds of jobs in an elderly care facility should be assigned to service robots or caregivers, and the development of a service design process including original design tools.
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来源期刊
Journal of Design, Business and Society
Journal of Design, Business and Society Arts and Humanities-Visual Arts and Performing Arts
CiteScore
1.40
自引率
0.00%
发文量
6
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