Design Implications for Care Robot Communication Based on Older Adults' Non-Verbal Behaviour: Socially Sensitive, Timely, and Adaptable Communication Strategies

This study investigates how older adults in the Netherlands respond non-verbally to communication from care robots, and how these responses can inform communication design. Drawing on qualitative, ethnographically inspired methods, the research includes an observational study of in-situ interactions with two types of care robots, and exploratory focus groups using co-design activities. Thematic and narrative analysis of the data reveals how older adults express understanding, confusion, or disengagement through non-verbal behaviour, and how communication breakdowns often stem from unclear cues, poor timing, or a lack of feedback from the robot. The findings highlight older adults' preferences for respectful, context-aware robot behaviour and their use of subtle strategies to maintain or repair interaction. The study offers empirically grounded design implications that emphasise the need for socially sensitive, timely, and adaptable communication strategies.