The evolution of technology and economic prosperity has catalyzed a profound shift in human pursuits, elevating the importance of emotional and psychological fulfillment. In this context, the bond between humans and their pets has intensified, leading to a burgeoning market for products and services designed for animal companions. As a synthesis of technological innovation and emotional meaning-making, the pet companion robot emerges as a pivotal solution to the modern challenge of pet care during human absence. However, this field remains in its nascent stages. Significant opportunities for improvement exist across multiple dimensions: the physical product (encompassing materials, form, structure, and functionality), the complex interplay within the human-animal-machine-environment system, and the orchestration and satisfaction derived from the corresponding service ecosystem. This paper adopts the perspective of service design to conduct a multi-layered analysis of stakeholder needs and proposes a comprehensive service strategy for the development of pet companion robots, aiming to provide a foundational reference for future design and innovation in this domain.
Service design originates from a holistic philosophy, placing users—or more accurately, all stakeholders—at its core. It emphasizes the orchestration of coherent experiences across all touchpoints in a service, systematically resolving relationships between people, objects, and environments through both tangible and intangible mediators. Its interdisciplinary nature, borrowing from management, design, and social sciences, has led to a continuously expanding toolkit of methods. A fundamental tenet of service design is the redefinition of “users” as “stakeholders.” This broader lens includes not only the primary human user but also secondary users (like pets), other people, objects, platforms, and even non-material entities like data or policies. By mapping and reconfiguring the relationships, responsibilities, and power dynamics among these stakeholders, service design uncovers latent opportunity spaces and fosters the co-creation of new value. It encourages a departure from linear thinking, promoting collaborative, networked problem-solving where roles can become fluid and interconnected.
The current landscape of pet companion robots is characterized by incremental functionality focused primarily on addressing basic physiological needs. Typical features include automated feeding and watering, remote video monitoring, interactive play via built-in mechanisms, and recording/sharing capabilities. While these represent a crucial first step, the emotional and psychological dimensions of companionship remain largely unaddressed, presenting a vast frontier for development. The trajectory points towards greater product specialization, heightened intelligence, and deeper integration into daily life. However, several pressing issues persist: a lack of aesthetic diversity, disjointed service support, a tendency towards feature overload without refinement, and a high degree of homogeneity among products. For instance, an automated feeder may dispense food on schedule but fails to adapt to the pet’s immediate state—should the kibble be moistened for an older dog with dental issues? Solving such nuanced problems requires deep, empathetic user research that considers the specific brand of food, the pet’s age, health, and habits. The unique dual-user nature of a companion robot—serving both the pet owner and the pet—introduces a complex design challenge that necessitates balancing often competing factors from multiple perspectives.
Multi-Stakeholder需求分析
A rigorous, layered需求分析 is the cornerstone of effective service design for a pet companion robot. We must examine needs from the distinct viewpoints of the pet and the pet owner, treating both as primary stakeholders in the experience.
Pet-Centric需求分析
Pets communicate differently from humans, yet they express fundamental needs through universal channels like vocalization, body language, and behavior. Mapping a pet’s user journey reveals key activities: interacting with the owner, eating, drinking, exercising, playing, eliminating, sleeping, and visiting the veterinarian. The companion robot must first reliably address core physiological needs during owner absence.
- Physiological & Safety Needs: The provision of food and water must be safe, reliable, and tailored. Components involved in feeding or that are within chewing range must use non-toxic, durable materials and employ designs that prevent the ingestion of small parts. Ergonomic considerations, traditionally focused on humans, must be extended to the pet, adjusting dimensions and interaction points (e.g., feeder height, toy size) to the animal’s anatomy.
$$ \text{Physical Safety Score } (S_p) = \sum_{i=1}^{n} w_i \cdot C_i $$
where $C_i$ represents compliance criteria (material toxicity, part size stability, electrical safety) and $w_i$ their respective importance weights. - Emotional & Social Needs: Studies suggest pets spend up to 70% of their time waiting. Their social and pack-oriented nature creates a need for stimulation and interaction. A companion robot should act as a mediator of emotional connection. This can be achieved through dynamic physical engagement (movement patterns that trigger natural play instincts) and mediated social interaction (initiating video calls or playing the owner’s voice). The robot’s responses—whether physical movement or interface changes—must be legible and engaging from the pet’s cognitive and sensory perspective.
Pet-Owner-Centric需求分析
The pet owner is the purchaser, installer, maintainer, and primary beneficiary of the companion robot’s service. Their needs are multifaceted.
- Aesthetic & Integration Needs: The companion robot is a domestic appliance. Its form, color, and style must resonate with the owner’s taste and harmonize with the home environment. A balance between “warm” and “technological” aesthetics is often sought, with potential for customization.
- Safety & Security Needs: This encompasses both physical and digital safety.
Safety Dimension Design Implications Metric / Goal Electrical Safety Concealed cables/plugs, chew-resistant casings, reliable battery systems with balanced charge/discharge cycles. Zero user-reported electrical incidents; battery life > [X] hours. Material Safety Use of non-toxic, recyclable materials certified for home/pet use. Compliance with standards (e.g., FDA, EU food-grade). Data Security End-to-end encryption for video/audio streams, secure user authentication, clear indicators of camera status (on/off). No unauthorized data access; transparent privacy controls. - Usability & Efficacy Needs: The companion robot and its paired application must be intuitive, reliable, and genuinely useful. Functionality should be modular and customizable rather than a monolithic bundle of features.
The following table synthesizes the core needs from both stakeholder perspectives and maps them to potential features of an advanced companion robot.
| Stakeholder | Need Category | Specific Needs | Companion Robot Feature/Service Response |
|---|---|---|---|
| Pet | Physiological | Timely access to fresh food/water; Comfort during eating/drinking. | Smart dispenser with portion control, hydration adjustment; Ergonomic bowl design. |
| Emotional | Stimulation; Reduction of loneliness/anxiety; Sense of connection. | AI-driven interactive play (laser, moving toy); Scheduled owner video/voice calls; Soothing music/sounds. | |
| Safety | Safe interaction with device; No physical harm. | Rounded, sturdy construction; Non-toxic materials; Automatic emergency stop. | |
| Pet Owner | Practical | Remote monitoring; Peace of mind; Simplified care routine. | HD live streaming with night vision; Activity/sleep pattern alerts; Automated task scheduling. |
| Emotional | Strengthened bond with pet; Joy of seeing pet happy; Sharing pet’s life. | “Pawse” video highlights; Two-way audio for comfort; Social sharing integration. | |
| Aesthetic | Device fits home décor; Is visually pleasing. | Modular design; Neutral color palettes; Customizable skins/covers. | |
| Security | Privacy protection; Device reliability; Data ownership. | Local storage option; Clear recording indicators; Strong encryption protocols. |
Service Design Strategies for the Companion Robot Ecosystem
Moving beyond a product-centric view, we propose strategies that leverage service design principles to create a cohesive, valuable, and evolving ecosystem around the pet companion robot.
Crafting Exceptional Interaction体验
Interaction must be effective, efficient, and satisfying for the human user. For the companion robot, this translates to clear, forgiving, and feedback-rich interfaces.
$$ \text{Interaction Quality } (Q_i) = \frac{\text{Task Success Rate} + \text{User Satisfaction Score}}{ \text{Time on Task} + \text{Error Rate}} $$
This idealized metric emphasizes that good interaction minimizes effort and frustration while maximizing success and delight. Key principles include:
- Clarity & Feedback: Every user action should have an immediate, understandable response (e.g., a light and sound confirm camera shutdown).
- Simplicity & Customization: Avoid feature bloat. Offer core functions with deep personalization options (e.g., custom play routines, feeding schedules based on pet breed/age).
- Contextual Awareness: The companion robot should adapt to context. For example, it could enter a quiet mode when the pet is sleeping, detected via camera or motion sensor.
Reinforcing the Human-Pet Emotional Bond
The companion robot should not replace the owner but should amplify and mediate their relationship. This involves intentional design of emotional touchpoints throughout the service journey. By identifying high-emotion moments in the pet’s and owner’s day—such as the long period of waiting before the owner returns—we can design interventions. A spontaneously initiated video call in the late afternoon can comfort the pet and reassure the owner. The service can automatically compile and present “highlight reels” of playful or endearing moments, creating shared memories and strengthening the affective link. The value here is not merely functional surveillance but emotional augmentation.
Co-Creating a Value Network
The most transformative application of service design lies in reconfiguring the stakeholder network. The ecosystem of a companion robot extends far beyond the owner and pet to include family members, veterinarians, pet supply retailers, insurance companies, other pets in the community, pet service platforms, and even municipal services. Traditional linear or hierarchical models give way to a dynamic, value-creating network.
| Stakeholder | Provides | Receives | Network Effect |
|---|---|---|---|
| Pet Owner | Usage data, feedback, community content, subscription fees. | Peace of mind, convenience, enhanced bond, community support. | Drives platform engagement and data for improvement. |
| Veterinarian | Medical expertise, tele-consultation services. | New patient channels, early health data (with consent), streamlined billing. | Enables proactive pet healthcare. |
| Insurance Provider | Coverage plans, quick-claim processing. | Risk mitigation via health monitoring data, customer loyalty. | Integrates care and financial protection. |
| Product Developer | Hardware/software, updates. | Direct user feedback, usage analytics, co-creation ideas. | Accelerates user-centered innovation. |
This network can be activated through a central platform, often manifesting as the companion robot’s dedicated application. This app becomes a hub not just for control, but for community and co-creation. Owners share experiences, recommend products or vets, and discuss pet behaviors. This user-generated content and dialogue provide invaluable, real-world insights. Developers can observe these discussions, identify unmet needs or pain points, and involve passionate users in beta testing or idea generation for future iterations. This participatory, co-creative cycle, fueled by a shared desire for improved pet well-being rather than mere transaction, embodies the core of service design.
Consider an integrated service scenario: The companion robot’s AI detects a potential health anomaly in the pet’s movement. It alerts the owner via the app and, with pre-authorization, sends a summary to the linked veterinary platform. The vet reviews the data, suggests a tele-consultation, and if needed, prepares for an in-person visit. The insurance platform, connected to this ecosystem, can pre-approve coverage based on the shared data, simplifying claims. This seamless flow, reducing friction, anxiety, and time for the owner, exemplifies the power of a designed service network centered around the companion robot.
Future Trajectories and Conclusion
The journey of the pet companion robot is just beginning. Its evolution will be guided by twin engines: relentless technological advancement enabling ever-more sophisticated and empathetic functionalities, and the application of human-centered, systemic design thinking to weave these technologies into meaningful service experiences. By adopting a service design lens, we shift focus from selling a robotic device to facilitating a holistic “companionship-as-a-service” model. This perspective allows us to navigate the complex human-animal-machine-environment interplay, balance stakeholder needs, and intentionally design for emotional connection. The ultimate goal is to leverage the capabilities of the companion robot not merely for convenience, but to foster deeper bonds, ensure greater well-being for pets, and enrich the shared lives of pets and their human families. The future of this field lies in intelligent systems that are not just tools, but compassionate, integrated participants in the social fabric of the home.