Service design in social robotics: Involving elderly care professionals into co-creation
Tarasova, Kseniya (2015)
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The global trend of the population ageing triggers the development of social robotics for the needs of elderly people in most European countries. After decades of being a subject of scientific research and a prototype in the lab, social robotics is finally becoming a consumer product. At the moment the logic of the consumer market points towards customer experience. Therefore, social robotics companies should follow this trend. This study considers service design as one of the best approaches to create a holistic customer experience. There is a common belief that social robotics can solve such problems as social exclusion and manpower shortage in the social and health care sector, which are the consequences of the population ageing in Finland. However, this idea requires validation. This study represents the first stage of the service design process that invites elderly care professionals, as the major stakeholders, into a co-creation process throughout semi-structured interviews. The purpose of this thesis is to prove that service design, as a co-creative method, is able to open up new opportunities to satisfy different needs of elderly with the help of social robotics. As the result, the study provides the service landscape for elderly people in Tampere, process description of the day center and nursing home services, critical issues highlighted by elderly care professionals and interesting ideas how social robots can solve these problems. These results can be used for the social robotics design for elderly people in the further stages of the service design process, such as idea creation, prototyping and implementation.