A User-driven Design Framework for Robotaxi

TL;DR

This paper explores user perceptions and experiences with robotaxis through interviews and ride experiences, proposing a design framework to enhance trust, transparency, and user engagement in autonomous urban mobility.

Contribution

It provides empirical insights into user perceptions of robotaxis and introduces a comprehensive, user-driven design framework for different phases of robotaxi service.

Findings

Users value increased agency and consistent driving

Challenges include limited flexibility and transparency

Robotaxis perceived as semi-private transitional spaces

Abstract

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.