Robotics
Four DRobotics Corporation – Designing user experiences with hospitality robots

“How might we enhance human-robot interaction in everyday scenarios? Design user-centred solutions for hospitality robots across diverse environments like campuses, neighbourhoods, malls, hospitals, or homes”

Robots are more ubiquitous now than ever, and we interact with them on a daily basis. They are no longer relegated to an assembly line; on the contrary, we could engage with them at grocery stores, malls, or homes. Robots are now more perceptive (via more sensors), make smart decisions (via onboard decision-making processes), and are more independent than ever (using integrated motors). While these features are increasing, there is a growing interest in exploring how we interact with these robots when they are part of our daily lives. Robots were imagined and developed as replacements for humans but are now seen as positive add-ons or assistive devices.

One emerging category within the robotics field is “hospitality robots,” which find applications as service or companion solutions in various settings such as airports, university campuses, hotels, museums, extended care homes, sporting events, railway stations, and shopping malls. Unlike “fixed industry robots” that prioritize accuracy, repetition, and performance, hospitality robots emphasize stronger human-robot interaction. Thus, ensuring meaningful human experiences with these robots is increasingly crucial. The key challenge lies in centring the end-user during the design process, comprehending the problem space, and understanding the user’s needs, desires, and intentions. This project primarily focuses on the human-interaction aspect, encompassing robot behaviours, aesthetics, and industrial and service design, rather than the technical intricacies of the solution.

In collaboration with Four Drobotics, a global frontrunner in customized autonomous vehicles for security, surveillance, and space applications, students will embark on an exploration of inventive design solutions, experiences, and/or services that enhance the interaction between users and hospitality robots in everyday life scenarios. These scenarios encompass diverse environments, including university campuses, neighbourhoods, shopping malls, homes, and much more.

Data Collection
Benbria – Designing Next-Gen Customer Experience Data Collection

“How might we reimagine data collection methods in university campuses and transit environments to uncover rich insights that drive strategic decision-making and enhance customer experiences?”

In today’s dynamic and interconnected world, collecting and analyzing customer feedback has evolved into a cornerstone of business success and innovation. Modern-day consumers have more access to information, and therefore choice, than ever before, resulting in a highly competitive business landscape. Because of this, the practice of actively engaging with customers to meet their needs and expectations has become increasingly important for businesses to thrive. This process fosters a sense of customer loyalty and engagement while allowing businesses to uncover hidden insights that drive strategic decision-making. This symbiotic relationship between customer feedback and business growth underlines the truth that customer-centricity is not just an approach but a necessity.

Customer feedback solutions can be applied in a broad range of industries and settings such as university campuses and transit. In higher education, feedback mechanisms offer both students and faculty a voice to share their opinions on the quality of services and offerings provided on campus. Similarly, in transit, feedback mechanisms allow commuters to voice their thoughts on aspects such as scheduling, accessibility, and comfort. The challenge in both cases is effectively extracting these insights from customers. Traditional methods involve offering a survey hosted on a physical kiosk or digital platform; however, with modern technology, the opportunity to innovate within this space is vast and limitless. By understanding customer touchpoints and tendencies within these environments, a more effective and engaging form of data collection can be designed, thereby resulting in the delivery of rich and powerful customer experience insights.

In collaboration with Benbria, a leader in customer experience and engagement solutions, students will explore innovative design solutions and strategies that enhance the company’s methods of collecting and analyzing customer experience and satisfaction data. Students will have the opportunity to explore and innovate upon data collection methods in exciting and diverse settings, including university campuses and transit.

In-Store Experiences
Shopify – Designing products and services to improve customer loyalty for brick-and-mortar merchants.

“How might we design an innovative solution that bridges the gap between brick-and-mortar and online retail experiences, leveraging customer data responsibly, to enhance customer loyalty and improve the overall customer service for physical stores?”

Brick-and-mortar retailers face several challenges in today’s digital age. One key challenge is the increasing competition from online retailers, who have leveraged technology to provide convenient, personalized, and frictionless shopping experiences. Physical stores must find innovative ways to attract and retain customers by offering unique value propositions that go beyond mere product availability. Moreover, obtaining and effectively utilizing customer data poses another significant challenge, as retailers must navigate privacy concerns, consent issues, and the complexities of data analysis and application.

This project presents an exciting opportunity for design students to explore various aspects of customer experience, data-driven design, and retail innovation. Students can delve into designing customer-centric loyalty programs, intuitive interfaces for data collection, personalized shopping experiences, interactive in-store displays, or even innovative packaging and product designs that enhance customer engagement and encourage repeat purchases.

Design students have an opportunity to address current in-store challenges by creating solutions that bridge the gap between online and offline shopping experiences, leveraging customer data responsibly, and fostering meaningful customer engagement. In collaboration with Shopify, the world leader in eCommerce platforms, students will have the opportunity to explore, define, and design solutions that help retailers improve customer loyalty and benefit from the collection of customer data, which, in turn, will enhance customer service.