Page 278 - The Design Thinking Playbook
P. 278
KEY LEARNINGS
Design criteria for a digitized world
• Accept that the customer of tomorrow might be a robot.
• Design interactions that reflect the coexistence between machines and human beings.
• Take advantage of the fact that humans and robots are most effective when they act as a team.
• Design all necessary areas of human–robot interaction. There is an exchange of information, knowledge,
and emotions.
• Put the focus on trust. Trust evolves when the interlocutor behaves as you expect.
• Use a robona alongside the persona, so the interaction and the relationship can be visualized.
• Define a strategy that measures up to the dilemma of moral decisions being difficult for robots to learn
and that they act in accordance with the algorithm that was programmed in them.
• Be aware that design criteria change and that complex systems require complex solutions.
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