How does experience influence usability expectations in humanrobot interaction? Results of a worker evaluation in an industrial setting

This paper presents results of a worker evaluation in three industrial use cases, focusing on the assessment of expected usability aspects within human-robot interaction and their relation to the level of experience. 27 workers from three different European companies were asked about their expectations of working with an interactive robotic system, using statements about the dialogue principles based on ISO standard 9241-110:2019.The results show a significant difference between the two groups of experienced and inexperienced workers for multiple principles. Learnability and Controllability are rated less important with more experience while Suitability for the 
task and Individualization grow in importance with the level of experience. Overall, the results show that it is most important for the users that the functionalities of the system meet their expectations. Limitations regarding sample size and allocation are discussed. Nevertheless, the presented results and interpretations underline the importance of considering workers´ expectations during the technology development process.