컵 회수 기능을 탑재한 카페 전용 서빙로봇의 서비스 디자인 전략 연구 = A Study on the Service Design Strategy of a Cafe-only Serving Robot with Cup Retrival Function

다국어 초록 (Multilingual Abstract)

This study proposes a multidisciplinary service design strategy for a café-dedicated serving robot equipped with a cup-collection function and conducts an empirical evaluation using a functional prototype. Through service observation and visioning workshops, the entire process of ordering, serving, consumption, and cup return was modeled, and an integrated design framework linking frontand backstage operations was derived using customer journey mapping and service blueprinting.
A hardware and UI prototype was developed, and usability metrics—effectiveness, efficiency, and satisfaction—were structured based on ISO 9241-11 and ISO/IEC 25010. Usability testing was conducted with 20 participants. Results indicated high effectiveness, with accuracy (4.70), cup-collection success rate (4.72), and obstacle avoidance (4.62).
Efficiency scores for task speed (3.65) and completion time (3.87) suggested room for improvement, while error occurrence (4.77) indicated high stability. Operational measurements showed universal interface operation at 18±3 seconds, wheelchair use at 58±3 seconds, and total return time within 90 seconds. Log analysis (20 trials) confirmed 100% accuracy and success rate, and 95% obstacle avoidance. Satisfaction was positive overall (interface 4.10, motion experience 4.38, service experience 4.25). Design-evaluation results revealed complementary advantages: the collection system scored higher in safety, whereas the serving robot showed strengths in form, simplicity, and user-friendliness. Overall, the proposed design framework demonstrates potential for reducing labor burden, enhancing hygiene and sustainability, and improving accessibility. Recommendations include parallelizing the collection–washing process, accelerating drainage/drying, optimizing routing, and strengthening accessibility-centered UI/physical design. Limitations and directions for future research are also discussed.