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The Role of Experience Design in Shaping Outdoor Delivery Robot User Acceptance

In: Information and Communication Technologies in Tourism 2026

Author

Listed:
  • Macarena Jiménez Nogales

    (Haaga-Helia University of Applied Sciences)

  • Aarni Tuomi

    (Haaga-Helia University of Applied Sciences
    Wakayama University)

  • Elina Moreira Kares

    (Haaga-Helia University of Applied Sciences
    Tampere University)

Abstract

Autonomous outdoor delivery robots have become an increasingly common sight in major cities worldwide, often integrated into broader tourism platform ecosystems as part of local food delivery on-demand. The COVID-19 pandemic accelerated the adoption of on-demand food delivery and service robots, including delivery robots. However, research on customer attitudes towards delivery robots remains somewhat limited, with existing studies revealing mixed results, including resistance to service robots and perceptions that automated services should be offered at lower fees. This study applies principles of experience design as the theoretical grounding to enhance customer interactions with autonomous delivery robots, aiming to improve customer acceptance of delivery robots in a smart destination context. A series of experience design elements was tested among autonomous delivery robot customers in Finland using a survey (n = 181) and video elicitation. Findings indicate that anthropomorphic features, interactive delivery elements, and the combined presence of personalized, interactive, and app-driven features seemed to especially influence the acceptance of delivery robots. Overall, this study introduces a new avenue for discussion on the acceptance of automated delivery in e-tourism contexts, highlighting the potential of experience design to positively influence attitudes towards delivery robots at destinations.

Suggested Citation

  • Macarena Jiménez Nogales & Aarni Tuomi & Elina Moreira Kares, 2026. "The Role of Experience Design in Shaping Outdoor Delivery Robot User Acceptance," Springer Proceedings in Business and Economics, in: Peter O'Connor & Mattia Rainoldi & Julia Neidhardt (ed.), Information and Communication Technologies in Tourism 2026, chapter 20, pages 291-304, Springer.
    • Handle: RePEc:spr:prbchp:978-3-032-23925-9_20
    DOI: 10.1007/978-3-032-23925-9_20
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