Artur Lisetschko, Medina Ferizovic, Matheea Beder, Simone Roth, Sebastian van Ledden, Aysegül Dogangün

• The overarching societal integration of social robots requires positive experiences. However, frameworks for specifically considering the interaction experience with social robots in public spaces do not exist. Previous research suggests that the experience concepts of User Experience (UX) and Customer Experience (CX) should be equally considered in the design process of applications of social robots. Building on this, we propose an interdisciplinary framework for evaluating and optimizing UX and CX in human-robot interaction (HRI), along the Customer Journey (CJ). The framework differentiates interdisciplinary evaluation criteria along adapted contact phases compared to the conventional CJ including the identification of associated touchpoints with a focus on UX and CX. It considers how the individual touchpoints and experiences made at each touchpoint (pain and gain points) during the respective phase can be methodically evaluated and related to each other. It is meant as a concept from which implications can be derived as to how UX and CX can be integrated into the interaction concepts in order to achieve a long-term stable intention to use and loyalty.