Every time we start working on a new project, comes the moment where the robot is released in a public area, whether it’s a shop, an office lobby or a train station. Every time the same thing happens: at first, people are intrigued by this new character they’re not used to, they get closer to it and then start interacting with Heasy.
So far, studies from our clients show that Heasy generates more than 20 times more interactions than the regular static kiosks they are equipped with, which also means that 20 times more people are interacting with Heasy compared to a kiosk. That is an outstanding performance.
Great results; will they last longer than a few days?
Since robots are still rare and people don’t get to interact with them on a daily basis, we’re sometimes told that this performance comes from the wahoo effect, because people don’t expect a robot to be there and are attracted to it. So there is a concern about whether or not its performances are sustainable. Will it be the same in 3 months from now when it is no longer something new?
This is a question that we take very seriously at Hease Robotics. With our vision of robotics, we want to make sure that when one invest in Heasy, it’s truly an investment that will keep bringing value to our customers over time.
Our favorite trio: usage, K.P.I and R.O.I.
Our approach when selling Heasy has always been to focus on usage. What is the main mission Heasy is supposed to achieve?
We spend a lot of time with our clients understanding what value Heasy brings to the table for them as operators and also for their targets, the people who will actually interact with Heasy.It’s important to think about both stakeholders to build something that makes sense. If it’s only interesting for the operator, the robot might be left unused. If it’s only interesting or entertaining for the end-user, the operator doesn’t perceive the value and tend to be disappointed.
Once we know what Heasy is supposed to do, we iterate to define the key performance indicators (KPI) that will allow the operator to evaluate for return on investment (ROI) of the operation. Of course, those will change every time depending on the projects.
Let’s take an example:
If the goal for the operator is to collect email addresses from passers-by, it’s important to think about the reasons that would lead a user to share this specific data with the operator through Heasy. Asking for it out of the blue won’t work. Usually, this will be done through a playful interaction like a game. The KPIs will be the number of email addresses captured, but also the ratio between people interacting with the robot and people giving their email address.
We will write other posts to go into details about our methodology and how we build UX with Heasy. The end of the wahoo effect happens all the time, for any object, device or service. But we’re not nervous about it, we’re somehow looking forward to it to see how people adopt a machine that once was a stranger to them and integrate it into their daily life.