Template for Hotel Service Robots Using NUWA Roflow

Background

Due to the need for a demo of our service robots, we are developing templates for various scenarios to support the sales department in promoting our products. This template is specifically for hotel scenarios.

My Role

My goal in using NUWA Roflow is to develop a comprehensive service experience for hotel scenarios, from greeting customers to guiding them, ensuring that they experience considerate and enthusiastic interactions with our service robots.

User Research

I began by researching common features and environments in hotels, focusing on the 5-star Marriott chain. I used the Taipei Marriott as my main reference, as I’ve visited this hotel multiple times, and Marriott is widely regarded as a benchmark for 5-star hotels in the market. My research included aspects such as location, number of rooms, and facilities like restaurants, conference rooms, and fitness centers. Understanding these common features helps me construct potential scenarios that users may encounter.

The environment

Facilitates and Functions of the hotel

The customers

Based on potential scenarios and my observations of the hotel, I hypothesized the ratio of primary customer sources to better understand the hotel’s core services and purpose. I also created user stories for various customer roles to explore their potential needs during their stay. 

User Stories:

  • Business Traveler: A business traveler who needs to attend exhibitions at a nearby science park. He requires quick check-in and access to transportation options around the hotel due to his limited time.

  • Family Traveler: Visiting with her parents and children for a family vacation. Since her parents, children, and herself all need different forms of relaxation, she requires easy access to information on the operating hours and usage policies for various hotel facilities.

  • Tourist: A solo traveler from the Netherlands visiting Taiwan for the first time, interested in nearby attractions and dining options. However, she does not understand spoken or written Chinese, so she needs clear and accessible travel information.

  • Couple: Visiting with his girlfriend to celebrate their anniversary, hoping to create a unique and memorable experience.

  • Wedding/Dining Guests: First-time attendees for meetings or weddings may not know where to go upon entering the lobby and need clear directions.

User Journey

After creating user stories for each persona, I created a user journey to further understand user needs during the different stages of staying in the hotel and seek the opportunity for our service robots to provide service during their stay. Basically, I divided it into three phases: Before, During, and After.

User Journey

Ideation

Based on the user journey, I brainstormed functions available through NUWA Roflow that could meet user needs.
I identified several key functions:

Idle Period

• Greeting guests

• Displaying events and advertisements

Guiding Services

• Elevator: guiding to other facilities and guest rooms

• Minor functions: directing to restrooms, ATMs

• Front desk: check-in/checkout assistance

• Lobby bar

Service Introductions

• Restaurant information

• Facility information: pool, gym

• Other hotel information: taxi booking, luggage storage, Wi-Fi

• Floor information

• Local sightseeing recommendations

Personalized Services

• Anniversary activities

• Room service

• Executive services: Welcome treats/Personalized room guidance

Design Result

Using NUWA Roflow modules, I designed a seamless service flow for hotel robots to enhance guest experiences. The process begins with a trigger module that activates the robot upon detecting a person at varying distances (short, medium, or long). The robot then initiates a friendly greeting or displays an interactive menu, guiding the user to their desired service. This can include leading guests to the front desk, providing information on hotel amenities, or engaging in interactive moments, such as a lucky draw or singing a birthday song. By integrating these modules, I created a cohesive, attention-grabbing robot flow that enhances service quality and engages guests throughout their stay.

Module kits

Roflow Canva

Roflow Key Features

Guided Navigation

Uses AI voice assistance to guide you to every corner of the hotel

Attraction Recommendations

Provides lively introductions through video and TTS (text-to-speech)

Fun Surprises

Offers customizable souvenirs through a lottery feature

Ad Placement

Allows ads to be displayed during idle times and the navigation process

Reflection

This project was particularly intriguing, as it felt like designing a service experience but embodied within a service robot. Initially, I assumed the task would be straightforward, but as I worked with the no-code flow to create a seamless service logic, I realized the complexity involved. Each iteration required deployment to the robot for testing, ensuring both the logic and user experience were polished. This process involved carefully curating content such as videos, photos, and text to enhance engagement. Designing the robot’s workflow required me to think of it as an ‘attractive hotel employee’ capable of providing memorable service to guests. It stands out as one of the most interesting projects I’ve undertaken.