Introducing Robots in a Warehouse: Lessons Learned from a Field Study at a Supermarket Chain

This paper presents a field study conducted in a distribution warehouse of a supermarket chain, Colruyt Group, in Belgium. It focuses on workers’ acceptance of autonomous mobile robots (AMRs) with anthropomorphic features. The robots were developed by an on-site technical team, and our research team of social scientists was consulted to explore workers’ perspectives. We compared four versions of the robot (without any features, with a name, with eyes and with a display) using mixed methods, including ethnography, interviews and surveys. Collecting data via periodic surveys proved challenging since the warehouse employees were busy during peak seasons (high workload) and due to technical issues with the robots. These factors necessitated a more flexible approach. Nonetheless, our study provided valuable insights that were considered during the robot implementation. In this case study, we summarise the results, lessons learned, and suggestions that could help navigate future field studies in industrial environments.