Rapid Service Design Method for Services with Robots in Healthcare Facilities under COVID-19

Abstract

Under the influence of COVID-19, rapid research and design are required for the service design process, and even before COVID-19, there were expectations for the adoption of service robots as an answer to labour shortages in the medical field. Against this background, we developed a method for rapid service design method to organise services with robots under COVID-19. This method aims to achieve rapid service design based on behavioural change by introducing rapid ethnography and behavioural design into the research, analysis, design and evaluation steps. To test this method, we implemented two services in two months. The results of the interviews and questionnaire survey of the demonstration experiments confirmed the validity of these services and thus the validity of the method.