Page 271 - The Design Thinking Playbook

Even a simple action such as serving coffee shows that trust,
adaptability, and intention in the human–robot relationship become a
challenge for the design of such an interaction.

The question is: How should the world of robots and autono- Who will be served coffee first?
mous objects be integrated in the development of new digital “Ladies first”?
solutions? Should the coffee be served from the right or from the left?
Complex
Today, Peter’s design thinking reflections still focus on human beings. (semi-)autonomous
He builds solutions that improve the customer experience or automate machine systems Robots will be able to perform a wide
existing processes. You might call it digitization 1.0. At higher ma- range of different tasks.
turity levels of digitization, things get far more challenging. With in- How complex should robots be?
creasing maturity, robots also become more autonomous. Not only are
individual functions or process chains automated, but robots interact The human being
with us on a situation-related basis. Thus they act multidimensionally. as a complex system
Trust, along with adaptability and intention, will be one of the most
important design criteria. This means that good design will require all Social
these design criteria in human–machine interaction in the future. systems/cultures
as a system

Lilly likes her coffee with milk and sugar.
Peter wants his coffee without sugar but
with soy milk.
We human beings are all different.

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