The populated Lextant framework — what the customer feels, becomes, and demands when the robotic-delivery handoff actually works.
Section 4.1
The thesis, the populated Lextant framework, and the six sectors that pair a benefit with a feature.
The ideal robotic-delivery handoff feels like a service that already knows you, talks to you, and proves itself in under 60 seconds. The customer is CONFIDENT & EXCITED: informed, satisfied, in control, connected, curious, and trusting. The robot stops being a machine on a sidewalk and becomes a recognized, well-branded teammate that does the last meter without losing the warmth of a human courier.
Tap the center for the I feel… core, or any sector for its sticky notes.
The six sectors
| Sector | I am… | It… |
|---|---|---|
| 1 | INFORMED & GUIDED | IS PERSONAL & CLEAR |
| 2 | EFFORTLESS & WELCOMED | IS EASY & ACCESSIBLE |
| 3 | SAFE & SATISFIED | ENSURES FOOD QUALITY · IS RELIABLE |
| 4 | REWARDED & SAVING | IS AFFORDABLE & FAIR |
| 5 | UPDATED & PREPARED · AT HOME | IS CITY-PREPARED |
| 6 | RECOGNIZED & FAMILIAR | IS DISTINCTIVE & IDENTIFIABLE |
Section 4.2
Six emotional drivers anchoring the core CONFIDENT & EXCITED state. Each traces to ≥ 2 matrix rows.
Image 1 of 4I feel…
Source rows
Row 5 (Daniela), Row 6 (Camille), Row 8 (Lauren).
Sensory cue
Sound — push notification + audible arrival chime; sight — Live ETA matching reality.
Behavioral signal
Customer stops checking the phone repeatedly; arrival doesn’t surprise them.
Design implication
Match human-courier tracking fidelity, then exceed it with a confirmed audio cue at arrival.
Image 1 of 4I feel…
Source rows
Row 1 (Real Tacos), Row 2–3 (GT students), Row 4 (Uber Eats user — no damage).
Sensory cue
Whole-experience — the pickup felt smooth end to end: on-time arrival, frictionless unlock, and intact food at the handoff.
Behavioral signal
Customer doesn’t open a support ticket; doesn’t post a complaint.
Design implication
Satisfaction is the floor, not the ceiling. Reliability + food integrity must be invisible — the customer should never have to think about them.
Image 1 of 2I feel…
Source rows
Row 5 (Daniela: real-time tracking), Row 7 (Henry: pickup spot), Row 8 (Lauren: pickup-point flexibility).
Sensory cue
Sight — clear pickup-zone marker; touch — one-tap unlock that works on the first try.
Behavioral signal
Customer chooses time and place; doesn’t feel rushed by the 10-minute wait window.
Design implication
Flexibility at pickup (location, timing) is a control lever, not a luxury. Static fixed-spot models break this driver for time-pressed users.
Image 1 of 4I feel…
Source rows
Row 6 (Camille: missed thank you), Row 8 (Lauren: don’t know if to talk), Row 13 (sensory cues: silence on sidewalk).
Sensory cue
Social-gaze — robot acknowledges the approaching customer (LED face, soft greeting, name on screen).
Behavioral signal
Customer slows less at approach, walks up confidently, smiles at the unit.
Design implication
Two-way social signaling matters even when the technical handoff is silent. The absence of warmth is itself a signal — a negative one.
Image 1 of 4I feel…
Source rows
Row 8 (Lauren: identity / story value), Row 9 (Maximo: “funny but weird”), Row 13 (sensory cues: initial curiosity).
Sensory cue
Sight — distinctive livery, branded character cues, recognizable silhouette.
Behavioral signal
Customer takes a photo, shows a friend, posts to Instagram on the first encounter.
Design implication
Curiosity is the gateway to first-time use, but doesn’t sustain repeat trial. Convert curiosity into a structural cue — app-side opt-in (Op 1) or sustainability surface (Op 5).
Image 1 of 2I feel…
Source rows
Row 9 (Maximo: distrusts apps), Row 10 (UMAI: needs commercial transparency), Row 12 (cultural probes: trust broken by mismatch).
Sensory cue
Sight — visible price breakdown, no-tip badge, honest receipt; sound — branded sound on arrival.
Behavioral signal
Customer opts in to robotic delivery again — the second order is the trust test.
Design implication
App-to-fulfillment mismatch (notification says robot, cyclist arrives) is the largest trust-killer in our data. Design out the mismatch, then surface savings transparently.
Image 1 of 4I feel…
Source rows
Row 5 (Daniela), Row 6 (Camille), Row 8 (Lauren).
Sensory cue
Sound — push notification + audible arrival chime; sight — Live ETA matching reality.
Behavioral signal
Customer stops checking the phone repeatedly; arrival doesn’t surprise them.
Design implication
Match human-courier tracking fidelity, then exceed it with a confirmed audio cue at arrival.
Image 1 of 4I feel…
Source rows
Row 1 (Real Tacos), Row 2–3 (GT students), Row 4 (Uber Eats user — no damage).
Sensory cue
Whole-experience — the pickup felt smooth end to end: on-time arrival, frictionless unlock, and intact food at the handoff.
Behavioral signal
Customer doesn’t open a support ticket; doesn’t post a complaint.
Design implication
Satisfaction is the floor, not the ceiling. Reliability + food integrity must be invisible — the customer should never have to think about them.
Image 1 of 2I feel…
Source rows
Row 5 (Daniela: real-time tracking), Row 7 (Henry: pickup spot), Row 8 (Lauren: pickup-point flexibility).
Sensory cue
Sight — clear pickup-zone marker; touch — one-tap unlock that works on the first try.
Behavioral signal
Customer chooses time and place; doesn’t feel rushed by the 10-minute wait window.
Design implication
Flexibility at pickup (location, timing) is a control lever, not a luxury. Static fixed-spot models break this driver for time-pressed users.
Image 1 of 4I feel…
Source rows
Row 6 (Camille: missed thank you), Row 8 (Lauren: don’t know if to talk), Row 13 (sensory cues: silence on sidewalk).
Sensory cue
Social-gaze — robot acknowledges the approaching customer (LED face, soft greeting, name on screen).
Behavioral signal
Customer slows less at approach, walks up confidently, smiles at the unit.
Design implication
Two-way social signaling matters even when the technical handoff is silent. The absence of warmth is itself a signal — a negative one.
Image 1 of 4I feel…
Source rows
Row 8 (Lauren: identity / story value), Row 9 (Maximo: “funny but weird”), Row 13 (sensory cues: initial curiosity).
Sensory cue
Sight — distinctive livery, branded character cues, recognizable silhouette.
Behavioral signal
Customer takes a photo, shows a friend, posts to Instagram on the first encounter.
Design implication
Curiosity is the gateway to first-time use, but doesn’t sustain repeat trial. Convert curiosity into a structural cue — app-side opt-in (Op 1) or sustainability surface (Op 5).
Image 1 of 2I feel…
Source rows
Row 9 (Maximo: distrusts apps), Row 10 (UMAI: needs commercial transparency), Row 12 (cultural probes: trust broken by mismatch).
Sensory cue
Sight — visible price breakdown, no-tip badge, honest receipt; sound — branded sound on arrival.
Behavioral signal
Customer opts in to robotic delivery again — the second order is the trust test.
Design implication
App-to-fulfillment mismatch (notification says robot, cyclist arrives) is the largest trust-killer in our data. Design out the mismatch, then surface savings transparently.
Section 4.3
Six benefits — what the customer becomes through the experience. One per Lextant sector.
Image 1 of 4I am…
Sector chips (verbatim from SVG)
informed · in the loop · knows me · oriented & guided · in sync · notified on time · communication · signals · aware of the price · intuitive · clear
Source rows
Row 5 (Daniela), Row 6 (Camille), Row 8 (Lauren).
Sensory cue
Push notification: ‘your robot is here’; live ETA matching reality; brand-themed app screen.
Behavioral signal
The customer doesn’t have to ask ‘where is it?’ or ‘what do I do?’. The path through the order flow is decision-light.
Design implication
Make the robot delivery surface as easy to find as a ‘schedule order’; treat in-app communication as a first-class feature.
Image 1 of 3I am…
Sector chips (verbatim from SVG)
in control · welcomed by the robot · comfortable · flexible service · in flow · at ease
Source rows
Row 6 (Camille), Row 7 (Henry: workflow regression), Row 8 (Lauren: pickup-point flexibility).
Sensory cue
Tap-to-open lid; easy-grip lid handle; clear pickup zone marker.
Behavioral signal
The customer’s existing workflow doesn’t break. Pickup fits between meetings, classes, rain.
Design implication
‘In flow’ is incompatible with fixed pickup spots and 10-minute wait windows for users whose schedules don’t bend. Flex these for high-frequency customers.
Image 1 of 3I am…
Sector chips (verbatim from SVG)
safe · served fresh · is predictable · accurate & precision · reliable · consistent · secure experience · precise
Source rows
Row 1 (Real Tacos), Row 4 (Uber Eats user), Row 11 (Subway GT).
Sensory cue
Sealed compartment; insulated cargo bay; tamper-evident sticker; status LED red→green on arrival.
Behavioral signal
The customer’s expectation calibrates upward — they trust the next order will be the same as this one.
Design implication
Reliability is invisible when it works and catastrophic when it fails. Engineer for the long tail (sidewalk obstacles, geofence boundaries, signal loss) before scaling.
Image 1 of 4I am…
Sector chips (verbatim from SVG)
price-aware · tip-free · saving · rewards me · affordable or cheap · fairly treated
Source rows
Row 7 (Henry: ‘no tipping’), Row 9 (Maximo: prices high), Row 5 (Daniela: ‘$2 off’).
Sensory cue
$0 tip line on receipt; total visible upfront; clear $ delta vs. human courier.
Behavioral signal
The customer chooses robot delivery on price, then stays for the experience.
Design implication
Price advantage must be visible at the moment of choice, not in the receipt after. Don’t dilute the no-tip position with platform fees that recover the savings elsewhere.
Image 1 of 2I am…
Sector chips (verbatim from SVG)
prepared · at home in my building · integrated, cohesive, connected · respected as a pedestrian
Source rows
Row 6 (Camille: setback), Row 7 (Henry: building entry), Row 11 (Subway GT: closed environments).
Sensory cue
Smooth curb cuts; pedestrian-friendly pace; pauses at crosswalks; accessible building entries; well-lit night path.
Behavioral signal
The customer doesn’t change their building, neighborhood, or schedule to accommodate the robot.
Design implication
‘At home’ is an infrastructure conversation. Building integration (Op 3) is the unlock; until then, the pickup-spot must adapt to the customer.
Image 1 of 4I am…
Sector chips (verbatim from SVG)
recognized · brand-aware · familiar with the brand · loyal (I’d order again)
Source rows
Row 8 (Lauren: Instagram), Row 9 (Maximo: aware not adopting), Row 13 (brand identity does not survive).
Sensory cue
Distinctive livery & logo; visible logo on every angle; recognizable silhouette from a distance; branded sound.
Behavioral signal
The customer points at the robot and says ‘Uber Eats’ — not ‘a delivery robot’.
Design implication
The robot is the largest piece of brand real estate Uber Eats currently underuses. Convert sidewalk presence into app trial via a recognizable identity.
Image 1 of 4I am…
Sector chips (verbatim from SVG)
informed · in the loop · knows me · oriented & guided · in sync · notified on time · communication · signals · aware of the price · intuitive · clear
Source rows
Row 5 (Daniela), Row 6 (Camille), Row 8 (Lauren).
Sensory cue
Push notification: ‘your robot is here’; live ETA matching reality; brand-themed app screen.
Behavioral signal
The customer doesn’t have to ask ‘where is it?’ or ‘what do I do?’. The path through the order flow is decision-light.
Design implication
Make the robot delivery surface as easy to find as a ‘schedule order’; treat in-app communication as a first-class feature.
Image 1 of 3I am…
Sector chips (verbatim from SVG)
in control · welcomed by the robot · comfortable · flexible service · in flow · at ease
Source rows
Row 6 (Camille), Row 7 (Henry: workflow regression), Row 8 (Lauren: pickup-point flexibility).
Sensory cue
Tap-to-open lid; easy-grip lid handle; clear pickup zone marker.
Behavioral signal
The customer’s existing workflow doesn’t break. Pickup fits between meetings, classes, rain.
Design implication
‘In flow’ is incompatible with fixed pickup spots and 10-minute wait windows for users whose schedules don’t bend. Flex these for high-frequency customers.
Image 1 of 3I am…
Sector chips (verbatim from SVG)
safe · served fresh · is predictable · accurate & precision · reliable · consistent · secure experience · precise
Source rows
Row 1 (Real Tacos), Row 4 (Uber Eats user), Row 11 (Subway GT).
Sensory cue
Sealed compartment; insulated cargo bay; tamper-evident sticker; status LED red→green on arrival.
Behavioral signal
The customer’s expectation calibrates upward — they trust the next order will be the same as this one.
Design implication
Reliability is invisible when it works and catastrophic when it fails. Engineer for the long tail (sidewalk obstacles, geofence boundaries, signal loss) before scaling.
Image 1 of 4I am…
Sector chips (verbatim from SVG)
price-aware · tip-free · saving · rewards me · affordable or cheap · fairly treated
Source rows
Row 7 (Henry: ‘no tipping’), Row 9 (Maximo: prices high), Row 5 (Daniela: ‘$2 off’).
Sensory cue
$0 tip line on receipt; total visible upfront; clear $ delta vs. human courier.
Behavioral signal
The customer chooses robot delivery on price, then stays for the experience.
Design implication
Price advantage must be visible at the moment of choice, not in the receipt after. Don’t dilute the no-tip position with platform fees that recover the savings elsewhere.
Image 1 of 2I am…
Sector chips (verbatim from SVG)
prepared · at home in my building · integrated, cohesive, connected · respected as a pedestrian
Source rows
Row 6 (Camille: setback), Row 7 (Henry: building entry), Row 11 (Subway GT: closed environments).
Sensory cue
Smooth curb cuts; pedestrian-friendly pace; pauses at crosswalks; accessible building entries; well-lit night path.
Behavioral signal
The customer doesn’t change their building, neighborhood, or schedule to accommodate the robot.
Design implication
‘At home’ is an infrastructure conversation. Building integration (Op 3) is the unlock; until then, the pickup-spot must adapt to the customer.
Image 1 of 4I am…
Sector chips (verbatim from SVG)
recognized · brand-aware · familiar with the brand · loyal (I’d order again)
Source rows
Row 8 (Lauren: Instagram), Row 9 (Maximo: aware not adopting), Row 13 (brand identity does not survive).
Sensory cue
Distinctive livery & logo; visible logo on every angle; recognizable silhouette from a distance; branded sound.
Behavioral signal
The customer points at the robot and says ‘Uber Eats’ — not ‘a delivery robot’.
Design implication
The robot is the largest piece of brand real estate Uber Eats currently underuses. Convert sidewalk presence into app trial via a recognizable identity.
Section 4.4
Six features — what the offering must deliver. The what; opportunities in § 5.2 are the how.
Image 1 of 2It…
Sector chips (verbatim from SVG)
It is personal · It is a synchronized system · It is intuitive · It listens · It anticipates · It keeps me informed
Source rows
Row 5 (Daniela: discoverability gap), Row 8 (Lauren: confused), Row 12 (cultural probes: 5/5 failed).
Sensory cue
Brand-themed app screen; clear in-app instructions; one-tap unlock.
Behavioral signal
The customer completes the order without leaving the app to figure something out.
Design implication
Personalization isn’t decoration — it’s the difference between a chosen service and a tolerated one. Anticipation > reaction. The system should know last delivery, building quirks, preferred pickup spot.
Image 1 of 3It…
Sector chips (verbatim from SVG)
Easy · accessible · choose robot delivery · It is welcoming · It greets me
Source rows
Row 6 (Camille: tap-to-open confusing), Row 7 (Henry: lid stuck), Row 8 (Lauren: pickup-spot fixed and far).
Sensory cue
Tap-to-open lid; audible arrival chime; easy-grip lid handle; friendly LED face; soft greeting sound; clear pickup zone marker.
Behavioral signal
First-time users complete the unlock without watching a tutorial. Returning users do it in under 5 seconds.
Design implication
Easy means no instruction needed at the moment of use. If a screen has to explain the lid, the lid lost. Choose-ability — opt out and back in — is part of ‘easy’.
Image 1 of 3It…
Sector chips (verbatim from SVG)
Keep the food quality · It is reliable · It is precise · It is sealed · It works every time · It is consistent
Source rows
Row 1 (Real Tacos: minimum-viable load), Row 4 (Uber Eats user: no damage), Row 12 (cultural probes: damaged-meal incident).
Sensory cue
Sealed compartment; insulated cargo bay; tamper-evident sticker; status LED red→green on arrival; no-friction refund flow.
Behavioral signal
The customer doesn’t peek at the food before leaving — trust in the seal is automatic.
Design implication
Food quality is the table-stakes feature that scales the system. One bad delivery breaks trust for ten future ones — engineer the cargo bay and SLA before scaling.
Image 1 of 4It…
Sector chips (verbatim from SVG)
It is more affordable · It is tip-free · It is honest about the total · It rewards me · It is upfront · It is fair
Source rows
Row 5 (Daniela), Row 7 (Henry: ‘no tipping’), Row 9 (Maximo: prices higher than restaurant).
Sensory cue
$0 tip line on receipt; total visible upfront; clear $ delta vs. human courier; no-tip badge; honest receipt.
Behavioral signal
The customer compares prices once, sees the savings, and stops comparing.
Design implication
Fairness is the second-order effect of transparency. Hidden platform fees that recover the no-tip savings invalidate the entire driver.
Image 1 of 3It…
Sector chips (verbatim from SVG)
It is city-prepared · It respects pedestrians · It is weather-proof · It is building-aware
Source rows
Row 6 (Camille: setback), Row 7 (Henry: building entry), Row 10 (UMAI: urban concerns), Row 11 (Subway GT: closed environments).
Sensory cue
Smooth curb cuts; weatherproof body; pedestrian-friendly pace; pauses at crosswalks; accessible building entries; well-lit night path.
Behavioral signal
The robot doesn’t disrupt the sidewalks it operates on — pedestrians don’t notice it as a problem.
Design implication
City-readiness is partly the robot, partly the city. The platform must invest in both: hardware that’s polite, partnerships that make the city polite back.
Image 1 of 3It…
Sector chips (verbatim from SVG)
It is distinctive, identifiable & recognizable · It has personality · It is well-branded · It is on my side
Source rows
Row 8 (Lauren: disambiguation), Row 9 (Maximo: aware), Row 11 (Subway GT: clustered zones), Row 13 (brand does not survive).
Sensory cue
Distinctive livery & logo; visible logo on every angle; recognizable silhouette from a distance; character/personality cues; branded sound.
Behavioral signal
The customer points at the robot and says ‘Uber Eats’. A new customer downloads the app because of the robot.
Design implication
Distinctiveness has two jobs: disambiguate which robot is yours (Op 6), and carry brand identity from sidewalk back into the app.
Image 1 of 2It…
Sector chips (verbatim from SVG)
It is personal · It is a synchronized system · It is intuitive · It listens · It anticipates · It keeps me informed
Source rows
Row 5 (Daniela: discoverability gap), Row 8 (Lauren: confused), Row 12 (cultural probes: 5/5 failed).
Sensory cue
Brand-themed app screen; clear in-app instructions; one-tap unlock.
Behavioral signal
The customer completes the order without leaving the app to figure something out.
Design implication
Personalization isn’t decoration — it’s the difference between a chosen service and a tolerated one. Anticipation > reaction. The system should know last delivery, building quirks, preferred pickup spot.
Image 1 of 3It…
Sector chips (verbatim from SVG)
Easy · accessible · choose robot delivery · It is welcoming · It greets me
Source rows
Row 6 (Camille: tap-to-open confusing), Row 7 (Henry: lid stuck), Row 8 (Lauren: pickup-spot fixed and far).
Sensory cue
Tap-to-open lid; audible arrival chime; easy-grip lid handle; friendly LED face; soft greeting sound; clear pickup zone marker.
Behavioral signal
First-time users complete the unlock without watching a tutorial. Returning users do it in under 5 seconds.
Design implication
Easy means no instruction needed at the moment of use. If a screen has to explain the lid, the lid lost. Choose-ability — opt out and back in — is part of ‘easy’.
Image 1 of 3It…
Sector chips (verbatim from SVG)
Keep the food quality · It is reliable · It is precise · It is sealed · It works every time · It is consistent
Source rows
Row 1 (Real Tacos: minimum-viable load), Row 4 (Uber Eats user: no damage), Row 12 (cultural probes: damaged-meal incident).
Sensory cue
Sealed compartment; insulated cargo bay; tamper-evident sticker; status LED red→green on arrival; no-friction refund flow.
Behavioral signal
The customer doesn’t peek at the food before leaving — trust in the seal is automatic.
Design implication
Food quality is the table-stakes feature that scales the system. One bad delivery breaks trust for ten future ones — engineer the cargo bay and SLA before scaling.
Image 1 of 4It…
Sector chips (verbatim from SVG)
It is more affordable · It is tip-free · It is honest about the total · It rewards me · It is upfront · It is fair
Source rows
Row 5 (Daniela), Row 7 (Henry: ‘no tipping’), Row 9 (Maximo: prices higher than restaurant).
Sensory cue
$0 tip line on receipt; total visible upfront; clear $ delta vs. human courier; no-tip badge; honest receipt.
Behavioral signal
The customer compares prices once, sees the savings, and stops comparing.
Design implication
Fairness is the second-order effect of transparency. Hidden platform fees that recover the no-tip savings invalidate the entire driver.
Image 1 of 3It…
Sector chips (verbatim from SVG)
It is city-prepared · It respects pedestrians · It is weather-proof · It is building-aware
Source rows
Row 6 (Camille: setback), Row 7 (Henry: building entry), Row 10 (UMAI: urban concerns), Row 11 (Subway GT: closed environments).
Sensory cue
Smooth curb cuts; weatherproof body; pedestrian-friendly pace; pauses at crosswalks; accessible building entries; well-lit night path.
Behavioral signal
The robot doesn’t disrupt the sidewalks it operates on — pedestrians don’t notice it as a problem.
Design implication
City-readiness is partly the robot, partly the city. The platform must invest in both: hardware that’s polite, partnerships that make the city polite back.
Image 1 of 3It…
Sector chips (verbatim from SVG)
It is distinctive, identifiable & recognizable · It has personality · It is well-branded · It is on my side
Source rows
Row 8 (Lauren: disambiguation), Row 9 (Maximo: aware), Row 11 (Subway GT: clustered zones), Row 13 (brand does not survive).
Sensory cue
Distinctive livery & logo; visible logo on every angle; recognizable silhouette from a distance; character/personality cues; branded sound.
Behavioral signal
The customer points at the robot and says ‘Uber Eats’. A new customer downloads the app because of the robot.
Design implication
Distinctiveness has two jobs: disambiguate which robot is yours (Op 6), and carry brand identity from sidewalk back into the app.
Section 4.5
Eight cues distributed across sight, sound, touch, and social-gaze — the bridge between drivers and behavior.
Distribution across sensory channels
Source rows
Row 5 (Daniela), Row 6 (Camille), Row 12 (cultural probes mismatch).
Behavioral signal
Customer stops refreshing the app; arrival doesn’t surprise them.
Design implication
ETA accuracy is the trust contract. A 3-minute miss is forgivable; a notification-vs-cyclist mismatch is not.
Source rows
Row 6 (Camille: no sound), Row 8 (Lauren: confused timing), Row 13 (silence on sidewalk).
Behavioral signal
Customer looks up at exactly the right moment.
Design implication
Audio + push is two cues for the same event. Both are required — neither is sufficient.
Source rows
Row 6 (Camille: phone-on-lid confusing), Row 7 (Henry: lid stuck), Row 8 (Lauren: tap zone unspecified).
Behavioral signal
Customer unlocks in one motion, no second attempt.
Design implication
Tap surface needs to be visually obvious AND mechanically generous. Precision-required taps fail when the customer is holding a phone and a coffee.
Source rows
Row 6 (Camille: missed thank you), Row 8 (Lauren: don’t know if to talk), Row 13 (silence on sidewalk).
Behavioral signal
Customer makes eye contact with the screen; feels less self-conscious.
Design implication
The robot doesn’t need a face — but it needs to acknowledge. Social-gaze cues are how the customer knows the robot knows they’re there.
Source rows
Row 4 (Uber Eats user: no damage), Row 12 (cultural probes: damage incident), Row 1 (Real Tacos: sealed at load).
Behavioral signal
Customer doesn’t peek at the food before walking away.
Design implication
The seal is both a physical control and a visual signal. Tamper-evident stickers are cheap; the trust they produce is not.
Source rows
Row 5 (Daniela: ‘$2 off’), Row 7 (Henry: ‘no tipping’), Row 9 (Maximo: distrusts receipts).
Behavioral signal
Customer doesn’t open the receipt to check the math.
Design implication
Surface the total AND the savings vs. human courier at the moment of choice. Receipts are forensic; order screens are persuasive.
Source rows
Row 10 (UMAI: urban concerns), Row 11 (Subway GT: closed environments), Row 13 (GT pedestrian observations).
Behavioral signal
Pedestrians don’t change their walking line.
Design implication
‘Pace’ is partly speed, partly signaling. A robot that slows visibly at intersections stays safe AND signals it’s safe.
Source rows
Row 8 (Lauren: brand visibility), Row 9 (Maximo: aware not adopting), Row 13 (brand does not survive).
Behavioral signal
A passer-by points at the robot from 30 ft away and says ‘Uber Eats’.
Design implication
The robot is the largest piece of brand real estate Uber Eats owns at street level. Generic gray-white units cede that real estate.
Up next
Personas, opportunities mapped to UN SDGs, and the recommendations the team is shipping next.