From automation to cognition: a contextual design approach for enhancing elderly patron services with proactive and memory-aware library robots

Purpose This study aims to explore the feasibility and effectiveness of integrating a cognitively-enabled robot into public library services specifically tailored for elderly patrons. It aims to demonstrate how a user-centred and contextually designed robotic system can meet the multifaceted needs of this demographic, moving beyond traditional automated functions to provide more interactive and personalized information services. Design/methodology/approach Adopting a user-centred design research approach, this study developed “OREO”, a cognitive library robot featuring three key innovations: proactive engagement capabilities, intelligent navigation and recommendation and memory-aware dialogue built upon multiple visits. A field study was conducted in the senior zone of a national public library with elderly patrons, and both quantitative usability test data and qualitative interview data were collected and analysed. Findings The cognitive robot, OREO, successfully demonstrated its designed functions in a real-world library setting. Three main functions targeted for verification – proactive greeting, intelligent guidance and memory-aware dialogue – were all confirmed with positive evaluation feedback. Originality/value This study offers novel empirical insights into the deployment of a cognitive embodied robot that integrates advanced artificial intelligence (AI) capabilities of proactive engagement, intelligent navigation and memory-aware dialogue into a public library’s elderly services. It uniquely uses a user-centred and humanity-centred design approach within an authentic field setting, providing first-hand evidence and a crucial understanding of human-robot interaction in community contexts. The findings demonstrate the transformative potential of moving library robots from mere automation to intelligent, socially aware agents, offering actionable design principles for future AI-driven information services.