基于用户旅程图的机器人社会情感动作表达方法研究

目的 基于用户旅程图的分析视角，研究机器人通过动作展现复杂社会情感的方法。方法 首先，对社会情感的定义和内容进行分析，将社会情感拆分成个体自身的情感和面向他人的情感；其次，梳理用户旅程图的实施方法，提取事件、用户、触点、阶段和步骤的要素类比映射机器人情感表达，得到角色、情景、刺激、情感表达流程和情感表达步骤的研究要素；最后，基于上述内容生成了机器人社会情感动作表达的方法，并通过宠物机器人的情感表达任务实验验证了识别度。结论 研究提出的机器人社会情感动作表达方法具有模块化表达、系统化设计和流程化分析的优势，包括能够将社会情感拆分成简单的基本情感模块，优化机器人复杂情感表达问题；能够通过系统化设计呈现情感变化过程，展现出机器人的交互意图；能够以流程化分析的方法将情感变化过程细化成具体的组合动作，为机器人情感表达动作的设计提供指导。

Social Emotion Action Expression Method of Robots Based on Customer Journey Map

The work aims tostudy the method for robots showing complex social emotions through actions from the analytical perspective based on the customer journey map. At first, the definition and content of social emotion was analyzed. The social emotion was divided into emotions facing oneself and others. Then, the implementation method of the customer journey map was sorted out to extract the elements of events, users, contacts, phases and steps to analogically map robot emotion expression, obtain the research elements of roles, scenes, stimuli, emotion expression processes and emotion expression steps. Finally, the method for robot social emotion action expression was generated based on the above content, and the recognition was verified by the pet robot emotion expression experiment. The robot social emotion action expression method proposed in the research has advantages of modular expression, systematic design and flow analysis. Firstly, social emotions can be divided into basic emotion modules to simplify complex emotion expression problems of robots. Secondly, it presents the process of emotional change through systematic design to show the robot''s interaction intention. Thirdly, the process of emotional change is converted into specific combined actions by flow analysis, which provides guidance for the design of robot emotion expression actions.