People with Disabilities Redefining Identity through Robotic and Virtual Avatars: A Case Study in Avatar Robot Cafe
残疾人通过机器人和虚拟化身重新定义身份：《化身机器人咖啡馆》案例研究
DOI: https://doi.org/10.1145/3613904.3642189
CHI '24: Proceedings of the CHI Conference on Human Factors in Computing Systems, Honolulu, HI, USA, May 2024
CHI '24: 人际计算系统人因因素 CHI 会议论文集，美国夏威夷檀香山，2024 年 5 月
Robotic avatars and telepresence technology enable people with disabilities to engage in physical work. Despite the recent popularity of the metaverse, few studies have explored the use of virtual avatars and environments by people with disabilities. In this study, seven disabled participants working in a cafe where remote customer service is provided via robotic avatars, were engaged in the development and use of personalized virtual avatars displayed on a large screen in-situ in combination with existing physical robots, creating a hybrid cyber-physical space. We conducted longitudinal semi-structured interviews to investigate the psychological changes experienced by the participants. The results revealed that mass-produced robotic avatars allowed participants to not disclose their disability if they did not want to, but also backgrounded their identities; by contrast, customized virtual avatars shaped without physical constraints, highlighted their personalities. The combined use of robotic and virtual avatars complemented each other and can support pilots in redefining their identity.
机器人化身和远程技术使残疾人能够参与体力劳动。尽管“元宇宙”近来备受瞩目，但鲜有研究探讨残疾人如何利用虚拟化身和环境。本研究中，七名残疾参与者在一家咖啡馆工作，通过机器人化身提供远程客户服务，他们参与了个性化虚拟化身的开发和使用，这些虚拟化身在大屏幕上展示，与现有的物理机器人结合，创造了混合的网络物理空间。我们进行了纵向半结构化访谈，以调查参与者所经历的心理变化。结果显示，大规模生产的机器人化身使参与者可以选择不透露自己的残疾，但也淡化了他们的身份；相比之下，定制的虚拟化身没有物理限制，突显了他们的个性。机器人和虚拟化身的结合互补，可以支持试点项目重新定义他们的身份。
CCS 概念：• 以人为中心的计算 → 混合/增强现实；
ACM Reference Format: ACM 参考格式：
Yuji Hatada, Giulia Barbareschi, Kazuaki Takeuchi, Hiroaki Kato, Kentaro Yoshifuji, Kouta Minamizawa, and Takuji Narumi. 2024. People with Disabilities Redefining Identity through Robotic and Virtual Avatars: A Case Study in Avatar Robot Cafe. In Proceedings of the CHI Conference on Human Factors in Computing Systems (CHI '24), May 11--16, 2024, Honolulu, HI, USA. ACM, New York, NY, USA 13 Pages. https://doi.org/10.1145/3613904.3642189
幡田裕司、朱利娅·巴巴雷斯基、竹内和明、加藤宏明、吉藤健太郎、南沢康太和成见拓治。2024 年。残疾人通过机器人和虚拟化身重新定义身份：化身机器人咖啡馆案例研究。在人机交互计算系统 CHI 会议论文集（CHI '24）中，2024 年 5 月 11 日至 16 日，美国夏威夷州檀香山。ACM，美国纽约市，共 13 页。https://doi.org/10.1145/3613904.3642189
图 1：本研究中使用的网络物理客户服务系统。残障工作者出现在阿凡达机器人咖啡厅的大屏幕上，远程机器人提供客户服务，使用虚拟化身定制为他们个人偏好的特征。
INTRODUCTION 1 引言
Advances in telepresence technologies and robotic avatars are opening up new avenues for inclusion in many aspects of life, including work [34, 75], school [1, 23], and leisure [70]. These technologies have the potential to mitigate the limitations imposed by accessibility barriers, physical conditions, and geographical constraints, thus offering new opportunities for participation to marginalized groups, such as people with disabilities [9, 21, 67]. Although augmented by the technological medium, the capabilities of an individual when using a robotic avatar are heavily restricted by its form factor [1, 67], and the ability to represent oneself is similarly hindered by by the standardized appearance of the robot [19, 69].
电信技术和机器人化身的进步正在为生活的许多方面，包括工作[34, 75]、学校[1, 23]和休闲[70]，打开新的包容性途径。这些技术有潜力减轻无障碍壁垒、身体条件和地理限制所带来的限制，从而为边缘化群体，如残疾人[9, 21, 67]，提供参与的新机会。尽管受到技术媒介的增强，但使用机器人化身时个体的能力受到其外形因素的严重限制[1, 67]，而通过机器人的标准外观来代表自己的能力也受到类似的阻碍[19, 69]。
Virtual avatars, on the other hand, allow for the customization of one's appearance and offer the potential for identity restructuring [16, 25, 43]. This feature can provide psychological benefits not only in leisure communication but also in work settings [76, 77, 88]. With the rise of platforms like social VR and the metaverse, users can construct new identities that are distinct from, yet overlapping with, their real-world selves through their avatars [25, 57, 64, 71].
虚拟化身，另一方面，允许个人外观的定制，并提供身份重构的潜力[16, 25, 43]。这一特性不仅可以在休闲交流中带来心理上的益处，也可以在工作环境中[76, 77, 88]。随着社交虚拟现实和元宇宙等平台的兴起，用户可以通过他们的化身构建与现实自我不同但又有重叠的新身份[25, 57, 64, 71]。
However, much existing research on the use of avatars by people with disabilities in work settings has focused on either robotic avatars or virtual forms of telepresence [9, 34, 77], leaving a gap in our understanding of the implications of combining these two systems [61].
然而，目前关于残疾人在工作环境中使用化身的研究大多集中在机器人化身或虚拟远程存在形式上，这导致我们对结合这两种系统的影响理解不足。
Public perception of individuals often depends on the medium through which they are represented [38, 52], and disabled workers have suffered extensively from misrepresentation, particularly in the context of the hospitality industry, such as restaurants, hotels and cafes, where appearance is part of the marketing strategy [15, 30, 33]. This phenomenon is relevant not only in relation to the immediate interaction of a customer or a colleague with a disabled employee, but also as a broader reflection of inclusion within a particular industry[72]. Allowingworkers with disabilities to define the image they want to share with customers has the potential to increase their well-being, as well as improve customer satisfaction [31, 44, 58].
公众对个体的看法往往取决于其被表现的媒介[38, 52]，残疾工作者在被误解方面遭受了严重的困扰，特别是在餐饮业等行业，如餐厅、酒店和咖啡馆，外表是营销策略的一部分[15, 30, 33]。这种现象不仅与顾客或同事与残疾雇员的直接互动有关，还反映了特定行业内的包容性[72]。让残疾工作者定义他们想与顾客分享的形象有潜力提高他们的幸福感，同时提高顾客满意度[31, 44, 58]。
In this context, it is intriguing to consider the dual capabilities of physical robotic avatars, which provide a greater sense of presence and minimizes the visibility of disabling conditions that one might not want to display in work settings [9], with virtual avatars that allow for personal expression of identity [43].
在这种情况下，考虑到物理机器人化身的双重功能是非常有趣的，它提供了更强烈的存在感，并最大程度地减少了在工作环境中可能不想展示的致残条件的可见性[9]，同时还有允许个人表达身份的虚拟化身[43]。
This study explores the combined use of —robotic and virtual— avatars in a cafe staffed by workers with carious disabilities who normally use physical telepresence robots. Over a one-month exploratory period, we integrated a cyber-physical avatar service system into the regular operations of the cafe and investigated the impact of co-creating virtual avatars and their use on the experiences of 7 disabled workers and over 70 customers. Our findings show how the ability to leverage new representations in virtual avatars allowed workers to renegotiate their identities constructed through the use of robotic avatars in their interactions with customers. Depending on the individual, this may include experimenting with gender identity, integrating more playful or serious aspects of their personalities, as well as showing off their creativity.
本研究探讨了在一家由患有不同残疾的工作人员经营、通常使用实体远程机器人的咖啡馆中，结合使用机器人和虚拟化身。在一个为期一个月的探索性阶段中，我们将一个网络物理化身服务系统整合到咖啡馆的常规运营中，并调查了共同创造虚拟化身及其使用对 7 名残疾工作者和 70 多名顾客体验的影响。我们的研究结果显示，利用虚拟化身中的新表现形式使工作者能够通过与顾客互动重新协商通过机器人化身构建的身份。根据个人的不同，这可能包括尝试性别认同、整合更多有趣或严肃的个性特征，以及展示他们的创造力。
Based on our findings, we identified implications for future integrated systems, highlighting how the flexibility afforded by the ability to leverage both physical and virtual forms of appearance can better meet the needs of the individual and the context. Moreover, we note how the absence of constrains in the virtual space can support the interaction among workers beyond what is normally possible in the physical space, creating opportunities for camaraderie but also enhancing engagement with customers. Our contributions can be summarized as follows:
根据我们的研究结果，我们确定了未来整合系统的意义，强调通过利用物理和虚拟外观形式的灵活性，可以更好地满足个体和环境的需求。此外，我们注意到虚拟空间中没有限制可以支持员工之间的互动，超越了在物理空间中通常可能的范围，创造了团队精神的机会，同时也增强了与客户的互动。我们的贡献可以总结如下：
- Illustrating the potential for the deployment of cyber-physical environments in the context of accessible workplaces in the hospitality sector
展示了在酒店行业可访问工作场所背景下部署网络物理环境的潜力 - Comparing the distinct characteristics and implications of robotic versus virtual avatars
比较机器人与虚拟化身的独特特征和含义 - Offering a case report that explores the redefinition of identity resulting from the integrated use of both types of avatars
提供一个案例报告，探讨由同时使用两种类型的化身所导致的身份重新定义
By investigating these facets, we seek to provide a comprehensive understanding of the potential benefits and challenges of utilizing different forms of avatars in an employment context for individuals with disabilities.
通过调查这些方面，我们旨在全面了解在雇佣环境中利用不同形式的虚拟化身对残疾人士可能带来的好处和挑战。
RELATED WORK 2 相关工作
Robotic Avatars and access to work
2.1 机器人化化身和工作机会的获取
The concept of telepresence as a way to give a “remote participant a feeling of actually being present at a different location.” was originally coined by Minsky over four decades ago [53]. The remote controlled robots leveraged by users to access a different physical environment become representations of the users themselves and can be referred to as Physical avatars [6]. Robots such as “Double” for tele-communication1 and da Vinci for robotic surgery2 can be interpreted as avatars that one can use to perform physical actions within the environment in which they are located. The form factors and interaction characteristics of physical avatars have been studied in human augmentation [66] and remote communication [38]. The use and impact of physical avatars has also been analyzed in a variety of services and scenarios including guidance [7, 36], navigation in shopping malls [27], and product sales [73].
远程存在的概念是为“远程参与者提供一种实际上存在于不同位置的感觉”。这个概念最初是由 Minsky 在四十多年前提出的。用户利用远程控制的机器人来访问不同的物理环境，这些机器人成为用户自身的代表，可以被称为物理化身。诸如“Double”用于远程通信和达芬奇用于机器人手术等机器人可以被解释为人们可以用来在其所在环境中执行物理动作的化身。物理化身的形态和交互特征已在人类增强和远程通信中进行了研究。物理化身的使用和影响也已在各种服务和场景中进行了分析，包括指导、购物中心导航和产品销售。
Overall, these physical avatars have been shown to offer some advantages over video communication by enabling remote users to engage more interactively in remote group settings in a variety of environments including classrooms [20, 78], workplaces, and shopping centers [85]. However, they can have negative effects which include increased dependency on local users or supporters [85] and bullying [18, 60], which can negatively affect the pilot's experience. In addition, physical robotic avatars have shown limited flexibility in allowing the remote user to express their identity [22, 74].
总的来说，这些物理化身已被证明在各种环境中（包括教室、工作场所和购物中心）通过使远程用户更具互动性地参与远程群体设置而优于视频通信[20, 78]。然而，它们可能会产生负面影响，包括增加对本地用户或支持者的依赖[85]和欺凌[18, 60]，这可能会对试点体验产生负面影响。此外，物理机器人化身在允许远程用户表达其身份方面显示出有限的灵活性[22, 74]。
The use of robotic avatars by people with disabilities, including their benefits and limitations has recently been explored in the context of schools [1], leisure [70], and work [9, 34, 67, 76]. Within the workplace in particular, robotic avatars have shown to have the potential of bridging significant accessibility barriers that prevent people with disabilities from accessing hospitality job that often require a physical presence [34, 75]. However, the capabilities acquired via the use of robotic avatars, as well as the ability to construct a personalized identity through them, have been shown to be inherently limited by the robot form factor [9, 21]. In the following section, we explore the ways in which the design of virtual avatars have been leveraged to shape individuals virtual identities.
残疾人使用机器人化身的利与弊最近在学校[1]、休闲[70]和工作[9, 34, 67, 76]等领域得到探讨。特别是在工作场所，机器人化身已被证明具有潜力弥合重要的无障碍性障碍，使残疾人能够进入通常需要实际存在的酒店工作[34, 75]。然而，通过使用机器人化身获得的能力，以及通过它们构建个性化身份的能力，已被证明在本质上受到机器人形态的限制[9, 21]。在接下来的部分中，我们将探讨虚拟化身设计如何被利用来塑造个体的虚拟身份。
Virtual Avatars and Virtual Identity
2.2 虚拟化身和虚拟身份
In Neal Stephenson's “Snow Crash,” he coined the term avatar to describe a representation of the self that a person uses to interact in a virtual environment called the “metaverse”. Since then, the idea of customized avatars has been used in science fiction, video games [81], MMORPG [86], and social virtual worlds [25, 37] as a digital representation of a person embodying specific characteristics [40]. The motivations that drive users to select and create particular avatars in online games [11, 79, 86], and the social relationships that players develop with their own avatars [8, 42, 50], have been studied extensively. In recent years, the concept of social VR as a platform where multiple users can communicate with others using embodied avatars [25] has grown rapidly in popularity. Research on social VR has explored how people use avatars in these spaces [25], what activities they engage in with their avatars [46], the ethical implications of avatar interactions [47], and risks associated with harassment [12]. In recent years, various studies have explored how avatars characteristics in VEs affect users’ perception, cognition, and behavior [35, 45, 48, 59]. N. Yee & J. N. Bailenson described the “Proteus effect” as the phenomenon whereby people infer expected behaviors and attitudes from observing the appearance of their own avatar [87]. Participants assigned to more attractive avatars in VEs were more intimate with confederates, and those with taller avatars behaved more confidently in a negotiation task [87]. Similarly, Walker et al [82] has shown how smaller avatars attributed to an individual are paid less attention from their face-to-face interlocutor, compared to a real-size avatar.
在尼尔·斯蒂芬森的《雪崩》中，他创造了“化身”一词，用来描述一个人在虚拟环境“元宇宙”中与他人互动时所使用的自我表现。从那时起，定制化身的概念被应用于科幻小说、视频游戏[81]、大型多人在线角色扮演游戏[86]和社交虚拟世界[25, 37]，作为具体特征的数字化人物表现。驱使用户选择和创建特定在线游戏化身的动机[11, 79, 86]，以及玩家与自己化身建立的社交关系[8, 42, 50]，已被广泛研究。近年来，作为一个平台的社交虚拟现实，使得多用户可以使用具象化身与他人交流[25]，在受欢迎程度上迅速增长。关于社交虚拟现实的研究探讨了人们如何在这些空间中使用化身[25]，他们与化身从事的活动[46]，化身互动的伦理影响[47]，以及与骚扰相关的风险[12]。近年来，各种研究探讨了虚拟环境中化身特征如何影响用户的感知、认知和行为[35, 45, 48, 59]。N. Yee & J. N. Bailenson 将“普罗透斯效应”描述为一种现象，即人们通过观察自己的虚拟化身的外表来推断预期的行为和态度[87]。在虚拟环境中被分配给更有吸引力的化身的参与者更亲密地与同伴交往，而那些拥有更高化身的人在谈判任务中表现得更自信[87]。同样，Walker 等人[82]展示了较小的虚拟化身会导致与面对面对话者相比，对个体的关注度较低。
Avatars and virtual worlds offer new ways for people to communicate with others and to construct their identities [17, 25, 57, 89]. Online activities allow people to create and present new identities that may be similar to or different from the characteristics of their physical selves [2, 17, 51, 62, 83]. Furthermore, self-representation in virtual worlds is not restricted to a single entity. Thus, virtual worlds allow people to construct multiple different identities online and to self-experiment [24, 25]. According to psychological theories that articulate how fluid a person's self-concept is and how multiple its dimensions are (e.g., dynamic self-concept [49] and the dialogical self [32]), the free exploration of identity allowed by avatars affects not only interactions within virtual worlds but also one's sense of self in real life [28, 65, 80].
头像和虚拟世界为人们提供了新的交流方式，以及构建他们的身份的途径。在线活动使人们能够创造和展示可能与其真实自我特征相似或不同的新身份。此外，在虚拟世界中的自我表现并不局限于单一实体。因此，虚拟世界使人们能够在线构建多种不同的身份并进行自我实验。根据心理理论，阐述了一个人的自我概念有多么流动以及其维度有多广（例如，动态自我概念和对话自我），头像所允许的身份自由探索不仅影响虚拟世界内的互动，还影响一个人在现实生活中的自我感知。
Research has also begun to explore how people with disabilities and other minorities construct representations of their own identities through avatars, including the integration of assistive technologies [43, 64, 88]. Hearing impaired individuals who perceive hearing aids as part of their physical identity may want to ensure that their hearing aids are integrated into the avatars used in social VR [43, 88]. Non-cisgender users may also rediscover and experiment with their own gender through the embodied experience of their avatar [24]. On the other hand, little research has been conducted on the benefits and implications of avatar use in the workplace. This is especially true for marginalized groups that are often influenced by majority norms and are disadvantaged in environments that may create physical and social accessibility barriers [10]. While virtual avatars can offer advantages for self-presentation in the workplace and help to overcome some of the existing social barriers, their stand-alone use is unlikely to provide physical access due to the limited interaction capabilities.
研究还开始探讨残疾人和其他少数群体如何通过虚拟化身构建自己身份的表征，包括整合辅助技术[43, 64, 88]。将助听器视为自身身份的一部分的听障个体可能希望确保他们的助听器被整合到社交虚拟现实中使用的化身中[43, 88]。非二元性别用户也可以通过其虚拟化身的体验重新发现和尝试自己的性别[24]。另一方面，在工作场所使用虚拟化身的好处和影响尚未得到充分研究。这对于通常受到多数规范影响并在可能产生身体和社会可及性障碍的环境中处于不利地位的边缘群体尤为重要[10]。虚拟化身虽然可以在工作场所提供自我展示的优势，并有助于克服一些现存的社会障碍，但由于互动能力有限，单独使用虚拟化身不太可能提供身体接入。
In our study, we aim to examine how workers with disabilities can use virtual avatars to expand their identity and increase their fulfillment, along with physical avatars that can be used to perform tasks in a real work environment. In the following section, we look at studies that have attempted to integrate cyber-physical systems to utilize the features of both virtual and robotic avatars.
在我们的研究中，我们旨在探讨残疾工作者如何利用虚拟化身来拓展他们的身份并增加满足感，同时还有可以在真实工作环境中执行任务的物理化身。在接下来的部分，我们将研究试图整合网络物理系统以利用虚拟和机器人化身特征的研究。
Cyber–Physical-Systems
2.3 网络物理系统
Cyber–Physical Systems (CPS) can be described as systems that integrate the capabilities of digitized technologies, from sensing to complex computation, with their actuation in the physical world via a robotic apparatus [41]. These systems are originally intended for use in manufacturing and other industrial systems where humans are not directly involved or interacting [39]. More recently, researchers have extended these systems to include humans in the loop [84]. Here we will focus specifically on the social impact of this “rebranded” cyber-physical-social system (CPSS). While CPS focuses on leveraging robotics to enable physical actions through cyber systems, CPSS integrates cyber and social systems and provides enhanced forms of human interaction [54]. In particular, the integration of robotics with VR technologies has been described as a way to bridge the unlimited possibilities of virtual worlds with the ability to create a physical change in the real world [68].
网络物理系统（CPS）可以被描述为将数字化技术的能力，从感知到复杂计算，与它们通过机器人装置在物理世界中的执行能力相结合的系统[41]。这些系统最初是用于制造业和其他工业系统，其中人类并不直接参与或互动[39]。最近，研究人员已将这些系统扩展到包括人类在内[84]。在这里，我们将专注于这种“重新定位”的网络物理社会系统（CPSS）的社会影响。虽然 CPS 侧重于利用机器人技术通过网络系统实现物理行动，但 CPSS 整合了网络和社会系统，并提供了增强形式的人类互动[54]。特别是，将机器人技术与虚拟现实技术整合被描述为一种将虚拟世界的无限可能性与在现实世界中创造物理变化的能力联系起来的方式[68]。
Despite these promises of such great impact, there are limited examples of CPSS being developed or deployed in real world environments for people to use and interact with. One notable example is the prototype of a Cyber–Physical–Social Eco-Society Museum created by Nisiotis et al.[61]. They attempted to integrate robotic telepresence devices which can be used to navigate physical space with a virtual social environment that allows remote visitors to view augmenteded information about specific artifacts that may be hosted in different collections. Nangendran et al. [55] developed a system of micro-poses that could be used to generate more natural movements and proposed a continuous connection between the physical and virtual avatars that would allow for the overlay of digital projections on top of the physical robot to enrich interaction capabilities. However, none of these studies have explored the effects and problems that arise when the system is actually implemented and operated. Our study aimed to address this gap by developing and deploying a system that allows employees with disabilities to utilize the features of both physical and virtual avatars as part of their regular telework in a cafe.
尽管有如此巨大影响的承诺，但实际上开发或部署供人们使用和互动的 CPSS 的例子有限。一个显著的例子是由 Nisiotis 等人创建的一个 Cyber–Physical–Social Eco-Society Museum 的原型[61]。他们尝试整合可以用于导航物理空间的机器人远程存在设备，与允许远程访客查看关于可能存放在不同收藏品中的特定文物的增强信息的虚拟社交环境。Nangendran 等人[55]开发了一个微姿势系统，可以用于生成更自然的动作，并提出了物理和虚拟化身之间的连续连接，这将允许在物理机器人的顶部叠加数字投影，以丰富互动功能。然而，这些研究都没有探讨当系统实际实施和运行时出现的影响和问题。 我们的研究旨在填补这一空白，通过开发和部署一个系统，使残疾员工能够在咖啡馆的常规远程办公中利用物理和虚拟化身的功能。
SYETEM DEVELOPMENT 3 系统开发
In this section, we first describe Avatar Robot Cafe DAWN ver.β and its existing system of physical avatars which are remotely controlled by employees with disabilities. Second, we introduce the virtual cafe system which we developed and illustrate how it was integrated into the physical environment of the cafe.
在本节中，我们首先描述了 Avatar 机器人咖啡厅 DAWN ver.β 及其现有的由残障员工远程控制的实体化身系统。其次，我们介绍了我们开发的虚拟咖啡厅系统，并说明了它是如何融入咖啡厅的实体环境中的。
Cafe Settings 3.1 咖啡馆设置
图 2：阿凡达机器人咖啡馆 DAWN ver.β的内部。因残疾、家庭照顾或其他情况而难以外出的员工（称为“飞行员”）使用 OriHime，一款远程控制机器人，提供饮料送货和客户服务。
Avatar Robot Cafe DAWN ver.β is a permanent experimental cafe operated by OryLab Inc.3, which is located in Tokyo. In this cafe, employees who have difficulty going out —referred to as “pilots” — remotely operate the avatar robots called “OriHime” and “OriHime-D” from their homes and hospitals, to serve food and provide customer service4. By showcasing the use of robotic avatars for employment, the cafe aims to demonstrate how innovation can provide meaningful work opportunities in previously inaccessible sectors for those with mobility restrictions due to personal or environmental reasons.
阿凡达机器人咖啡馆 DAWN ver.β是由 OryLab Inc.运营的永久性实验性咖啡馆，位于东京。在这家咖啡馆中，有出行困难的员工（被称为“飞行员”）远程操作名为“OriHime”和“OriHime-D”的阿凡达机器人，从他们的家中和医院提供食物和客户服务。通过展示机器人阿凡达在就业中的应用，该咖啡馆旨在展示创新如何为由于个人或环境原因而受到行动限制的人群提供有意义的工作机会。
3.1.1 Pilot. The cafe's workforce consists of both on-site employees and remote pilots. These pilots typically face mobility barriers due to chronic illness, physical disability, or other circumstances (such as caregiving responsibilities), and can benefit from using the robotic avatars to telework. Avatar Robot Cafe currently employs over sixty pilots who reside in various parts of Japan and abroad.
3.1.1 试点。咖啡馆的员工包括现场员工和远程飞行员。这些飞行员通常面临由慢性疾病、身体残疾或其他情况（如照顾责任）造成的移动障碍，并可以通过使用机器人化身进行远程办公获益。阿凡达机器人咖啡馆目前雇佣了超过六十名居住在日本各地和国外的飞行员。
3.1.2 OriHime. OriHime is a tabletop robotic avatar, approximately 23 cm tall and 17 cm wide. OriHime's neck has two degrees of freedom (DoF) for basic head movements, and its arms have one DoF for simple gestures, such as waving, or raising both hands.Six tables in the cafe are available for customers to reserve. Each table has an OriHime, which the pilots use to explain the menu to the customers, take their orders and communicate them to the kitchen, and converse with the customers while they wait for their food and drinks to be delivered.
3.1.2 OriHime。OriHime 是一款桌面机器人化身，大约 23 厘米高，17 厘米宽。OriHime 的颈部有两个自由度（DoF）用于基本的头部运动，它的手臂有一个 DoF 用于简单的手势，比如挥手，或者双手举起。咖啡馆内有六张桌子供顾客预订。每张桌子上都有一个 OriHime，飞行员们用它来向顾客解释菜单，接受他们的订单并将其传达给厨房，并在顾客等待食物和饮料送达时与顾客交谈。
OriHime-D is a larger, more mobile robot counterpart, measuring approximately 120 cm in height and 50 cm in width. This model has omni-wheels on the bottom to facilitate movement and arms with 6 DoFs (three at the shoulder level and two at elbow level) [75]. OriHime-D is used by pilots to transport drinks from the kitchen to the customers’ tables. Both types of OriHime are equipped with cameras, microphones, and speakers that allow for interaction with customers.
OriHime-D 是一个更大、更灵活的机器人对应物，高约 120 厘米，宽 50 厘米。该型号底部配备全向轮以便移动，并且有 6 个自由度的机械臂（肩部三个自由度，肘部两个自由度）[75]。OriHime-D 被飞行员用来从厨房将饮料送到顾客的桌子上。两种 OriHime 都配备有摄像头、麦克风和扬声器，可以与顾客互动。
3.1.3 Pilot Experience. A pilot operates an OriHime through a specialized web application with their preferred computer interfaces (mouse and keyboard, touch pad, eye gaze, etc.). The application allows the pilot to control the OriHime's movements and gestures, speak through a microphone, and view the cafe's surroundings through an embedded camera. OriHime-D avatars can also be maneuvered around the cafe, allowing the pilot to go from table to table to serve drinks.
3.1.3 试点经验。飞行员通过专门的网络应用程序操作 OriHime，使用他们喜欢的计算机界面（鼠标和键盘，触摸板，眼睛注视等）。该应用程序允许飞行员控制 OriHime 的动作和手势，通过麦克风发言，并通过嵌入式摄像头查看咖啡馆的周围环境。OriHime-D 化身也可以在咖啡馆内移动，使飞行员能够从一张桌子到另一张桌子为客人提供饮料。
3.1.4 Regular Operation. Pilots work in shifts of 1 to 4 hours, depending on their availability. Each shift has up to seven different pilots, each covering a different role. Typically, three pilots serve each group of customers with the tabletop OriHime, two use the OriHime-D for food delivery, and the remaining two great the customers at the entrance and confirm their reservation to assign them to their tables.
3.1.4 正常运营。飞行员根据自己的时间安排，轮班工作 1 至 4 小时。每个轮班最多有七名不同的飞行员，每位担任不同的角色。通常，每组客户由三名飞行员使用桌面型 OriHime 提供服务，两名使用 OriHime-D 进行食物送餐，剩下的两名在入口迎接客户并确认他们的预订，将他们安排到座位上。
3.1.5 Customer Experience. Customers can reserve one of the six tables in advance through the DAWN’s website. If the tables are not occupied, the management also allows walk-in customers. E Six reservable tables are set up with a tabletop OriHime, each accommodating up to four people. Upon entering the cafe, customers are greeted at the entrance by an OriHime-D who confirms their reservation and navigates them to their assigned table. Here, a tabletop OriHime, operated by one of the other pilots on shift, explains the menu to the customers, takes their food and drink orders, and interacts with them. Once the kitchen has prepared the customers’ drinks, another pilot, who controls the OriHime-D, brings the drinks to the table.
3.1.5 客户体验。顾客可以通过 DAWN 的网站提前预订六张桌子中的一张。如果桌子没有被占用，管理层也允许即时到店的顾客。六张可预订的桌子上配有一个桌面型 OriHime，每张桌子可容纳最多四人。顾客进入咖啡馆时，在入口处会被一位名为 OriHime-D 的机器人问候，确认他们的预订并引导他们到指定的桌子。在这里，由当班的其他飞行员操作的桌面型 OriHime 向顾客解释菜单，接受他们的食品和饮料订单，并与他们互动。一旦厨房准备好顾客的饮料，另一位控制 OriHime-D 的飞行员将饮料送到桌子上。
Virtual Cafe System 3.2 虚拟咖啡馆系统
3.2.1 Virtual Environment.
3.2.1 虚拟环境。
图 3：(a,b) 本研究开发的虚拟咖啡厅。它是使用“cluster”元宇宙平台开发的虚拟世界，飞行员可以通过智能手机或笔记本电脑访问。基本外观和布局类似于当地的 Avatar Robot Cafe，但天花板已被拆除和修改，以便看到星空。烤箱和三个彩色印章被布置为虚拟物体。(c) 飞行员登录虚拟咖啡厅的视角（cluster 用户界面）。虚拟咖啡厅的屏幕从当地屏幕两侧的两个摄像头中传输视频，并将虚拟环境投影到当地屏幕上作为伪镜。
The virtual environment (virtual cafe) was developed as a CPSS using Unity5 as a world of “cluster”6, which is a metaverse platform that can be accessed by all smartphones, PCs, and VRHMDs. Users can access the virtual world in a variety of formats, particularly non-immersive environments such as smartphones, tablets, and PCs. Many of the pilots who participated in the study have significant physical disabilities or chronic illnesses that would affect their ability to wear HMDs or use VR controllers, and are likelyto experience severe cyber-sickness [26]. Using Cluster allowed us to make the experience accessible and enjoyable for all pilots without changing their preferred modality for computer access. Cluster also includes a feature that allows non-VR mode users to switch between first and third-person perspectives. Other Cluster features include real-time voice chat, emotes, and gesture animations. The virtual cafe was created by closely copying the structure and appearance of a real cafe, including the location of the tables and counters, as a CPSS. The only exceptions are the removal of the ceiling to reveal a starry sky and the addition of three interactable objects respectively an oven, cookie dough, and three different cookie stamps (Fig. 3 and Fig. 4).
虚拟环境（虚拟咖啡馆）是使用 Unity 5 开发的 CPSS，作为一个“集群” 6 的世界，这是一个可以通过所有智能手机、个人电脑和 VR 头显访问的元宇宙平台。用户可以以各种格式访问虚拟世界，特别是非沉浸式环境，如智能手机、平板电脑和个人电脑。参与研究的许多飞行员患有严重的身体残疾或慢性疾病，这可能影响他们佩戴头显或使用 VR 控制器的能力，并可能会出现严重的网络晕病[26]。使用 Cluster 使我们能够使体验对所有飞行员都可访问和愉快，而不改变他们对计算机访问的首选模式。Cluster 还包括一个功能，允许非 VR 模式用户在第一人称和第三人称视角之间切换。其他 Cluster 功能包括实时语音聊天、表情和手势动画。虚拟咖啡馆是通过密切复制真实咖啡馆的结构和外观创建的，包括桌子和柜台的位置，作为一个 CPSS。 唯一的例外是拆除天花板，露出星空，以及分别添加三个可互动的物体，分别是一个烤箱、饼干面团和三种不同的饼干印模（图 3 和图 4）。
图 4：虚拟咖啡馆中实现的可交互物体：(a) 一堆饼干面团放在桌子上。(b) 飞行员拿起饼干面团并将其与烤箱接触，开始烘烤过程。(c) 飞行员可以使用三色印章在烤好的饼干上施加原始印记。(d) 在真实环境中准备了与虚拟咖啡馆中烘焙的饼干外观相同的饼干。在虚拟咖啡馆中烘焙好饼干后，当地工作人员将其端给顾客。
The pilots could demonstrate a cooking performance in the virtual cafe by clicking on these interactive objects to bake cookies for the customers and stamp them with a choice of original patterns.
飞行员可以通过点击这些交互式物体在虚拟咖啡馆展示烹饪表演，为顾客烘烤饼干并用原始图案加盖印章。
Video from a webcam placed on-site in the physical cafe was streamed in real-time to a screen set up in the pilot's view of the virtual cafe (Fig. 3(c)), to help them see how customers responded to interactions. The sound from the on-site microphones placed at each table was also streamed as spatial audio into the virtual environment. Similarly, the sound from the virtual environment (including the pilot's voice) was output separately from speakers, controlled by the pilots that were placed at the customers’ table.
通过放置在实际咖啡馆现场的网络摄像头拍摄的视频实时传输到虚拟咖啡馆飞行员视角设置的屏幕上（图 3(c)），以帮助他们看到顾客如何对互动做出反应。每张桌子上放置的现场麦克风捕捉到的声音也作为空间音频流入虚拟环境。同样，虚拟环境中的声音（包括飞行员的声音）也通过放置在顾客桌上的扬声器分开输出，由飞行员控制。
3.2.2 On-site Setting. This study was conducted by installing the virtual cafe system at the physical site of Avatar Robot Cafe DAWN ver.β. The virtual cafe environment was displayed on a large screen (approximately 2 meters high and 16:9 aspect ratio) mounted on the wall of the physical cafe. At the front of the large screen were two tables where up to two groups of customers could sit at the same time. On-site customers can interact with the pilots via tabletop microphones and cameras placed on either side of the screen. In addition, cookies that looked like the virtual cookies baked by the pilots in the virtual world were prepared in the physical cafe and offered to the local customers at the end of the virtual avatar service. This interaction was designed to enhance the pilots’ and customers’ sense of connection between the virtual and physical experiences.
3.2.2 现场设置。本研究通过在 Avatar Robot Cafe DAWN ver.β 的实际场所安装虚拟咖啡馆系统来进行。虚拟咖啡馆环境显示在一块大屏幕上（高约 2 米，16:9 宽高比），该屏幕安装在实体咖啡馆的墙上。在大屏幕的前方有两张桌子，每次最多可容纳两组顾客同时坐下。现场顾客可以通过桌面麦克风和摄像头与驾驶员互动，这些设备分别安放在屏幕两侧。此外，在实体咖啡馆准备了看起来像驾驶员在虚拟世界中烘焙的虚拟饼干的饼干，并在虚拟化身服务结束时提供给当地顾客。这种互动旨在增强驾驶员和顾客之间在虚拟和实际体验之间的联系感。
The first author participated in all sessions. On-site system operation was performed by the first author and another support staff member. When it was time to serve the virtual avatars, bluetooth speakers with microphones were placed at each table, and an iPad paired with each speaker was used to log into Cluster. Through the Cluster account associated with each iPad, the voices of the local customers were transmitted to the virtual cafe pilot. On-site staff carefully monitored the progress of the session and delivered real cookies to each table at the appropriate time. Cameras placed on either side of the screen remained on throughout the study. The virtual screen in the virtual cafe projected the Zoom window with images from these two cameras.
第一作者参加了所有的会议。现场系统操作由第一作者和另一名支持人员执行。当是为虚拟化身提供服务的时候，蓝牙扬声器带有麦克风被放置在每张桌子上，每个扬声器配对一个 iPad 用于登录 Cluster。通过与每个 iPad 关联的 Cluster 账户，本地顾客的声音被传输到虚拟咖啡馆试点。现场工作人员仔细监控会议进展，并在适当的时候向每张桌子上送去真正的饼干。摄像头放置在屏幕的两侧，在整个研究过程中保持开启。虚拟咖啡馆中的虚拟屏幕投射了 Zoom 窗口，显示这两个摄像头的图像。
STUDY 4 研究
Participants 4.1 参与者
表 1：参与研究的七名飞行员及其参加的会话和访谈次数。
| Participant 参与者 | Gender 性别 | Age 年龄 | Session 会话 | Interview 采访 |
| P1 | male 男性 | 50s 50 年代 | 16 | 3 |
| P2 | female 女性 | 40s 40 年代 | 14 | 3 |
| P3 | female 女性 | 20s 20 年代 | 16 | 3 |
| P4 | female 女性 | 30s 30 秒 | 6 | 2 |
| P5 | female 女性 | 20s 20 年代 | 4 | 1 |
| P6 | female 女性 | 20s 20 年代 | 3 | 1 |
| P7 | female 女性 | 20s 20 年代 | 1 | 1 |
Seven pilots working in Avatar Robot Cafe DAWN ver.β participated in the study as staff members. We asked Avatar Robot Cafe to send out a call for participation to their existing pilots. Those who expressed an interest were explained the purpose and general flow of the research. Seven pilots agreed to participate and provided informed consent prior to the study. The profiles of the seven pilots are shown in Table.1, along with the number of sessions they had served customers and the number of interviews conducted with the research team. Detailed biographies of each pilot are provided in the Result section.
七名在阿凡达机器人咖啡厅 DAWN ver.β工作的飞行员作为工作人员参与了研究。我们要求阿凡达机器人咖啡厅向他们现有的飞行员发出参与邀请。那些表示有兴趣的人被解释了研究的目的和一般流程。七名飞行员同意参与并在研究之前提供知情同意。这七名飞行员的简介显示在表格 1 中，同时还列出了他们为客户提供服务的场次数量以及与研究团队进行的访谈次数。每位飞行员的详细传记在结果部分提供。
Virtual Avatar 4.2 虚拟化身
Before the study, all pilots were asked to participate in an online interview with the first author that lasted approximately one hour. The purpose of this interview was to explore their preferences for the characteristics of their virtual avatars. At the beginning of the interview, pilots were instructed to imagine that they could create the ideal avatars, with their preferred characteristics, appearance, and abilities. We asked pilots to consciously ignore any potential limitations, including technical ones, and simply focus on their preferred features or motifs. It was explained to the pilots that they could use the virtual cafe environment to interact with customers using these new virtual avatars, rather than relying solely on OriHime as robotic avatars. Based on these interviews, our team created seven avatars, each personalized for the respective pilots. These avatars differ in their attributes such as human-like vs. non-human, realistic vs. anime-style, and custom-made vs. purchased online according to individual preferences (Fig. 5).
在研究开始前，所有飞行员被要求参加一次与第一作者进行的在线访谈，持续约一小时。这次访谈的目的是探讨他们对虚拟化身特征的偏好。在访谈开始时，飞行员被要求想象他们可以创造理想的化身，具有他们喜欢的特征、外貌和能力。我们要求飞行员有意忽略任何潜在限制，包括技术限制，只专注于他们喜欢的特征或主题。向飞行员解释，他们可以利用虚拟咖啡厅环境与顾客互动，而不仅仅依赖于 OriHime 作为机器人化身。根据这些访谈，我们的团队为每位飞行员创建了七个个性化的化身。这些化身在人类化与非人类化、逼真与动漫风格、以及根据个人偏好定制与在线购买等属性上有所不同（图 5）。
P1’s virtual avatar was created based on data from the scans of his physical body using an iPad with a Structure Sensor7 and itSeez3D8.
P1 的虚拟化身是基于使用带有 Structure Sensor 7 和 itSeez3D 8 的 iPad 扫描他的实体身体数据创建的。
P2’s avatar was created using an alpaca avatar purchased from an online store. The choice was made because she stated that alpacas were her favorite animals and she would enjoy using it in the virtual cafe. 9.
P2 的头像是使用从在线商店购买的羊驼头像创建的。选择这个头像是因为她表示羊驼是她最喜欢的动物，她会喜欢在虚拟咖啡馆中使用它。
P3, P4, and P5 used avatars created by themselves; P3 and P5 used VRoid10, and P4 used Blender11 to create them.
P3、P4 和 P5 使用自己创建的头像；P3 和 P5 使用 VRoid，P4 使用 Blender 来创建它们。
P6’s avatar was created by the authors using Blender based on her favorite character from a popular Japanese anime. The P7’s avatar was created by the authors using VRoid Studio with a combination of commercially available avatars and assets.
P6 的头像是作者根据她最喜欢的日本流行动漫角色使用 Blender 创建的。P7 的头像是作者使用 VRoid Studio 结合商业可用的头像和资产创建的。
图 5：每位飞行员使用的虚拟化身。P1 是一个真实身体的三维扫描。P2 是一个两条腿的羊驼角色。P3 是一个自创的中性男性角色。P4 是一个自创的企鹅角色。P5 是一个自创的动漫风格女孩。P6 是一个具有简单特征的角色，由研究团队根据她喜欢的角色创建。P7 是一个女孩，根据她以前的爱好滑雪。
Procedure 4.3 程序
The study was approved by the ethics committee of Graduate School of Information Science and Technology, the University of Tokyo. The study was conducted from May 10 to June 16, 2023, during which time pilots conducted two one-hour sessions with customers three times a week, for a total of 30 sessions. Two pilots were assigned to each session, which was divided into 30 minutes of OriHime interaction, 20 minutes of virtual avatar interaction, and 10 minutes of OriHime interaction again. The pilots switched from the OriHime web platform to Cluster on their own devices to transition from the physical to the virtual cafe during the session.
该研究已获得东京大学信息科学与技术研究生院伦理委员会的批准。研究于 2023 年 5 月 10 日至 6 月 16 日进行，期间飞行员每周与客户进行两次为期一小时的会话，共 30 次。每次会话分为 30 分钟的 OriHime 互动，20 分钟的虚拟化身互动，以及再次进行 10 分钟的 OriHime 互动。飞行员在会话期间从 OriHime 网络平台切换到自己的设备上的 Cluster，以从实体咖啡厅过渡到虚拟咖啡厅。
图 6：实验流程。一天进行两个小时的实验。一个实验包括三个部分：在真实的阿凡达机器人咖啡厅与 OriHime 接单，与虚拟头像在虚拟咖啡厅互动和烘烤饼干，再次在真实咖啡厅与 OriHime 自由交谈。该研究每周进行三天，持续约一个月。
Evaluation 4.4 评估
Qualitative methods and several quantitative measures were used to evaluate how the introduction of virtual avatars based on individual preferences into a robotic avatar work environment affected each pilot's identity and interaction with customers. In addition to the pilot's experience, the customer's experience was evaluated through an open-ended questionnaire after each session. The first author was present during all sessions, recorded footage, and took field notes.
使用定性方法和几项定量措施来评估基于个人偏好的虚拟化身引入机器人化身工作环境对每位飞行员的身份认同和与客户的互动产生的影响。除了飞行员的体验外，每次会话结束后还通过一份开放式问卷评估了客户的体验。第一作者在所有会话期间都在场，记录了视频素材，并做了现场笔记。
4.4.1 Customer Experience. To allow us to recruit both regular and new customers who were interested in the general concept of the cafe, but were not specifically coming to experience the new virtual cafe, we decided not to advertise it in advance. Upon booking or entering, we explained the newly available service to customers and asked if they were willing to participate in the study, explaining that we could transition them to a regular OriHime service if they preferred. If customers agreed to participate, we asked them to complete a survey after the service was completed.
4.4.1 客户体验。为了让我们能够招募对咖啡馆的一般概念感兴趣但并非特意前来体验新虚拟咖啡馆的常客和新客户，我们决定不提前进行广告宣传。在预订或进入时，我们向客户解释了新推出的服务，并询问他们是否愿意参与研究，说明如果他们愿意，我们可以将他们转移到常规的 OriHime 服务。如果客户同意参与，我们要求他们在服务完成后填写一份调查问卷。
The survey administered to the customers included both open-ended and multiple-choice questions. A series of 7-point Likert scale questions asked customers about their level of enjoyment, the ease of understanding the connection between the physical and virtual avatar used by the pilot, and the perception of friendliness and frustration on the part of the pilot side. To assess the strength of the social connection that customers felt they had with the pilot we used the question (“Did you feel a sense of familiarity in the behavior of the OriHime pilot?”), which was adapted from the widely used Inclusion Other in the Self Scale [4]). This single-item scale has been used in a variety of studies seeking to measure perceptions of closeness between two people in a variety of social situations. Open-ended questions asked customers to report their favorite aspects of the experience as well as any suggestions for improvement.
对顾客进行的调查包括开放式问题和多项选择题。一系列 7 点李克特量表问题询问顾客对享受程度、理解飞行员使用的物理和虚拟化身之间联系的便捷程度，以及对飞行员友好度和挫折感的感知。为了评估顾客与飞行员之间社交联系的强度，我们使用了问题（“您是否感到 OriHime 飞行员的行为熟悉？”），该问题改编自广泛使用的“自我中的他者”量表[4]。这个单项量表已被用于各种研究中，旨在衡量各种社交情境中两人之间亲近感的感知。开放式问题要求顾客报告他们体验中最喜欢的方面，以及任何改进建议。
We received 13 questionnaire responses from customers during the study period. Responses to Likert scale questions were analyzed using simple frequency tables, and open-ended questions were first coded inductively separately by the first and second authors. Codes were then compared and discussed to identify common trends and highlight specific customer experiences. Because the number of responses was relatively small, we did not conduct a formal thematic analysis[13] of the qualitative responses, but used a basic double coding approach[14].
在研究期间，我们收到了 13 份客户问卷调查回复。对 Likert 量表问题的回复使用简单频率表进行分析，开放式问题首先由第一和第二作者分别归纳编码。然后比较和讨论编码，以识别共同趋势并突出特定客户体验。由于回复数量相对较少，我们没有对定性回复进行正式的主题分析，而是采用了基本的双重编码方法。
4.4.2 Pilot Experience. Semi-structured online interviews were conducted by the first author in Japanese using the Zoom platform once every 10 days To explore with pilots their experiences using virtual avatars for customer service. This regular interview structure included the following questions: (1) How does the customer service experience with the virtual avatar differ from that with a OriHime? (2) How did customers react to your virtual avatar, and how did you feel about it? (3) In what ways would you like to improve or change your virtual avatar? (4) How has your experience changed from the beginning as you became more familiar with using virtual avatars?
4.4.2 飞行员经验。第一作者使用 Zoom 平台进行半结构化在线访谈，每隔 10 天进行一次，以探讨飞行员使用虚拟化身进行客户服务的经验。这种定期的访谈结构包括以下问题：（1）与 OriHime 相比，使用虚拟化身的客户服务体验有何不同？（2）客户如何对待您的虚拟化身，您又是如何感受的？（3）您希望如何改进或更改您的虚拟化身？（4）随着您对使用虚拟化身的熟悉程度增加，您的经验从一开始到现在有何变化？
The interview recording was transcribed by the first author and analyzed using a phenomenological approach to assess the changes in the pilots’ perceptions of themselves as they continued to interact with customers using the virtual avatars alongside the physical ones [29]. To this end we first arranged the transcripts in chronological order and each interview was initially coded by the first author and discussed with the second and last authors. As the study progressed we looked for differences that emerged in each pilot's accounts and identified specific aspects that explained how the pilots used features of both physical and virtual avatars to present different aspects of themselves to the customers and how this, in turn, affected their perceptions of themselves. As part of this process each pilot's experience was summarized as a storyline following the practice of the life story interview to illustrate the changes that occurred over time from the pilot's own perspective[5]. Finally, we triangulated the narrative produced with the trends for each individual that we recorded on both the Experiential Time Perspective Scale and the Self-Expansion Preference Scale.
采访录音由第一作者转录，并采用现象学方法进行分析，以评估飞行员在继续与客户互动时，使用虚拟化身与实体化身时对自己认知的变化[29]。为此，我们首先按时间顺序整理了文本，并由第一作者对每次采访进行了编码，并与第二和最后一位作者进行了讨论。随着研究的进行，我们寻找了每位飞行员叙述中出现的差异，并确定了解释飞行员如何利用实体和虚拟化身的特征向客户展示自己不同方面的具体方面，以及这如何反过来影响了他们对自己的认知。在这个过程中，每位飞行员的经历被总结为一个故事情节，遵循生活故事采访的做法，以展示从飞行员自身角度随时间发生的变化[5]。最后，我们将产生的叙述与我们在经验时间视角量表和自我扩展偏好量表上记录的每个个体的趋势进行三角测量。
FINDINGS 5 发现
In this section, we first report on the customers’ evaluation of the service using this system. We then describe the psychological changes that each pilot experienced in themselves during the study period based on a qualitative analysis of the interview results. Interviews and quotes were translated into English by the authors.
在本节中，我们首先报告了客户对使用该系统的服务的评价。然后，我们根据对访谈结果的定性分析描述了每位飞行员在研究期间自身经历的心理变化。访谈和引用由作者翻译成英文。
Customer Experience 5.1 客户体验
The response to the question “I felt the OriHime operator's behavior was friendly” which assesses the customer's perception of friendliness (on a 7-point Likert scale), had an average score of 6.76 (SD = 0.56). The overall enjoyment of the experience, “How much did you enjoy the interaction?” also had an average score of 6.56 (SD = 0.59). The ease of understanding the connection between the physical and virtual avatar used by the pilot, “Was it easy to understand that one pilot was controlling both the OriHime avatar and the virtual avatar ?” had a mean score of 6.35 (SD = 1.06). These results suggested high level of customer satisfaction. The psychological distance felt by the customers towards the pilot was assessed on a 7-point Inclusion of Other in Self (IOS) scale and recorded an average of 3.94.
对于问题“我觉得 OriHime 操作员的行为很友好”的回应（在 7 点力克特量表上评估客户对友好度的感知），平均得分为 6.76（标准差=0.56）。整体体验的愉悦程度，“您对互动体验有多满意？”的平均得分也为 6.56（标准差=0.59）。理解飞行员控制物理和虚拟化身之间连接的便捷程度，“您觉得飞行员控制 OriHime 化身和虚拟化身容易理解吗？”的平均得分为 6.35（标准差=1.06）。这些结果表明客户满意度很高。客户对飞行员的心理距离在 7 点“将他人包含在自我中”（IOS）量表上评估，平均得分为 3.94。
In open-ended questions, we received some positive comments, such as, “By experiencing the robot and virtual avatar service at the same time, it became easier to understand the difference between the two,” and “I felt very happy to see them dancing, running around, and enjoying themselves freely with their bodies.” As for suggestions for improvement and requests for future systems, some of the comments included: “I would like to send reactions to the pilot in the virtual environment,” and “I would like to communicate in modalities other than conversation (e.g., tactile).”
在开放式问题中，我们收到了一些积极的评论，比如，“通过同时体验机器人和虚拟化身服务，更容易理解两者之间的区别”，以及“看到它们跳舞、奔跑、自由地享受身体，我感到非常开心。”至于改进建议和未来系统的要求，一些评论包括：“我想在虚拟环境中向飞行员发送反馈”，以及“我希望以除对话之外的方式进行交流（例如触觉）。”。
Pilot Experience 5.2 试点经验
5.2.1 P1: Foregrounding the Actual Self. P1 is a middle-aged (50s) man who suffers from severe heart failure and is currently on a waiting list for an organ transplant. He is in good health, except for his heart condition. He has been serving as a pilot at Avatar Robot Cafe since 2021. P1’s primary reason for choosing a photorealistic avatar was to strengthen the psychological connection between the avatar and the self by using an avatar that had similar characteristics to his real body. A second reason was the desire to show that his physical self, which is hidden and invisible behind OriHime due to his difficulty of going out, enjoys his daily life despite his heart failure.
5.2.1 P1：突出实际自我。P1 是一名中年男子（50 多岁），患有严重心力衰竭，目前在器官移植等待名单上。除了心脏状况外，他身体健康良好。自 2021 年以来，他一直在阿凡达机器人咖啡馆担任飞行员。P1 选择拥有逼真形象的化身的主要原因是通过使用一个具有与他真实身体相似特征的化身来加强化身与自我的心理联系。第二个原因是希望展示他的真实身体，由于难以外出而隐藏在 OriHime 背后，尽管患有心力衰竭，但仍然享受着日常生活。
Before this study, P1 was concerned about a gap between his actual self (adult male) and OriHime, which is small and cute. Because of this mismatch, it took a lot of work for him to attribute customer evaluations to his identity, resulting in lower satisfaction and engagement in customer service.
在这项研究之前，P1 担心他的真实自我（成年男性）与 OriHime 之间存在差距，OriHime 是一个小巧可爱的形象。由于这种不匹配，他需要花费大量精力将客户评价归因于自己的身份，导致客户服务中的满意度和参与度降低。
P1 reported that the photorealistic avatar provided two benefits. First, it met his customers’ expectations; customers were not surprised or confused when a male voice came out of the avatar because the avatar's appearance was congruent with the voice.
P1 报告称，逼真的虚拟形象带来了两个好处。首先，它符合了他的顾客期望；当一个男性声音从虚拟形象中传出时，顾客不会感到惊讶或困惑，因为虚拟形象的外表与声音是一致的。
When I show them my virtual avatar and then come back to OriHime, they look at me and say, “Hey, you were like that,” which is a different impression from the first time. I think it has become easier for me to convey myself to my customers. It is easier for customers to imagine me than in a photograph, too. (P1)
当我向他们展示我的虚拟化身然后回到 OriHime 时，他们看着我说：“嘿，你就是那样的”，这与第一次的印象不同。我觉得现在更容易向客户传达自己。对客户来说，想象我比在照片中更容易。
Second, P1 found that this personalized avatar made it easier to attribute customer evaluations and interactions to his actual self.
其次，P1 发现，这个个性化的头像使得更容易将客户的评价和互动归因于他的真实自我。
“I feel as if I was really in the society. And I exactly faced the customers.” (P1)
“我感觉自己真的置身于社会之中。而且我正好面对着顾客。”（第 1 页）
In a previous interview, P1 refused to use avatars that embodied cuteness or coolness (e.g., anime-style animals or beautiful girls), even though it would be easier for new customers to understand and accept because he wanted to deal with customers without the help of avatars. However, since the alpaca in P2 and the anime-style avatar in P3 received a great response from customers, P1 said that he was wondering if he should change his avatar to one that was popular with customers rather than just an adult male avatar. However, as he worked with other pilots during the study, he came to understand his unique position as “just a normal person, although in a virtual environment where he could be whatever he wanted to be.” These findings established his confidence in his self-avatar. Finally, P1 stated, “I would rather work with this avatar than OriHime, even if the customers don't praise me for being cute.” This suggests a strong relationship between the expression of one's identity and motivation to work.
在之前的一次采访中，P1 拒绝使用体现可爱或酷炫的头像（例如动漫风格的动物或美丽女孩），即使这样做会让新客户更容易理解和接受，因为他希望在与客户打交道时不依赖头像。然而，由于 P2 中的羊驼和 P3 中的动漫风格头像受到客户的热烈响应，P1 表示他在考虑是否应该将自己的头像改为受客户欢迎的形象，而不仅仅是一个成年男性头像。然而，在研究过程中与其他飞行员合作，他逐渐意识到自己作为“一个普通人”的独特位置，尽管在虚拟环境中他可以成为任何他想成为的人。这些发现巩固了他对自己头像的信心。最后，P1 表示：“我宁愿与这个头像一起工作，而不是与 OriHime 一起，即使客户不因我可爱而称赞我。”这表明了一个人身份表达与工作动机之间的强烈关系。
5.2.2 P2: Escaping the Role of Staff. P2, who is diagnosed with somatoform disorder, a recurring condition causing flares of various physical symptoms such as headache, nausea, diarrhea, constipation, and fatigue. She has been an OriHime user for almost five years.
5.2.2 P2：摆脱员工角色。P2 被诊断为躯体形式障碍，这是一种反复发作的疾病，会引起头痛、恶心、腹泻、便秘和疲劳等各种身体症状。她已经使用 OriHime 近五年。
When using OriHime, P2 felt obliged to act professionally as a service provider (staff). P2 thought that “failure is not an option” during the work. However, using the alpaca avatar, she could break free from this role and behave as an animal without conforming to human norms. P2 commented,
当使用 OriHime 时，P2 感到有义务以专业服务提供者（员工）的身份行事。P2 认为在工作中“失败不是一个选择”。然而，使用羊驼头像，她可以摆脱这种角色，表现得像一只动物，而不受人类规范的约束。P2 评论道，
“With the alpaca, I can tell myself, ’It cannot be helped because I am just an alpaca.’ I cannot do that with OriHime.” (P2)
“对于羊驼，我可以告诉自己，‘没办法，因为我只是一只羊驼。’但对于 OriHime，我做不到。”（第 2 页）
P2 also said that the sense of unity with customers differed from when using OriHime. According to P2, although customers cheer for both avatars, “keep it up,” the nuance of this support is felt differently between OriHime and the alpaca avatar.
P2 还表示，与客户的团结感在使用 OriHime 时与之不同。据 P2 称，尽管客户为两种化身加油打气，“加油”，但这种支持的语气在 OriHime 和羊驼化身之间有所不同。
“When a customer says to my avatar, ’P2, go for it!’ I enjoy it because it makes me feel like I am accomplishing what I should do as an alpaca. Just walking on two legs makes me feel proud. This does not happen with OriHime. I feel like I have to serve the customers well as a pilot.” (P2)
“当顾客对我的化身说：‘P2，加油！’我很享受，因为这让我觉得我正在完成作为一只羊驼应该做的事情。只是两条腿走路让我感到自豪。这在 OriHime 身上不会发生。我觉得自己必须作为一名飞行员为顾客服务。”（P2）
With OriHime, P2 felt the cheers were directed at P2 herself, who was struggling with robot operation. On the other hand, when the customers cheered P2 with the alpaca, P2 felt as if both the avatar and P2 herself were receiving the support together. P2 further remarked that she did not find many things until she experienced the avatar actually. Before participating in the study, P2 had perceived virtual avatars as merely characters or tools. However, once she interacted with others as an alpaca, she immediately enjoyed her transformation.
通过 OriHime，P2 感到欢呼声是针对 P2 自己的，她正在努力操作机器人。另一方面，当顾客们用羊驼为 P2 加油时，P2 感觉仿佛是角色和 P2 本人一起得到支持。P2 进一步指出，在实际体验到角色之前，她并没有发现很多事情。在参与研究之前，P2 认为虚拟角色只是角色或工具。然而，一旦她以羊驼的形象与他人互动，她立即享受起了自己的转变。
5.2.3 P3: Practicing Gender Identity. P3, who was born with cerebral palsy, is a wheelchair user and has worked as an OriHime pilot since 2021. P3 is biologically female but is open about his gender identity being fluid (male or X). He also works as a freelance illustrator. P3 chose to create an anime-style human character that could be perceived as either male or gender neutral, which aligned with his own gender preferences and pronouns.
5.2.3 P3：实践性别认同。P3 患有脑瘫，使用轮椅，自 2021 年起担任 OriHime 飞行员。P3 生物性别为女性，但公开表示其性别认同是流动的（男性或 X）。他还兼职作为自由插画师。P3 选择创作了一个动漫风格的人物角色，可以被视为男性或性别中立，与他自己的性别偏好和代词相一致。
Because P3 lives in a wheelchair, he physically looks up at those around him from a low position when communicating. Furthermore, because of his high-pitched voice, P3 felt positioned by others in her daily life in an identity as “small and pretty” and implicitly expected an “innocent and quiet” behavior. P3 thought that this was particularly remarkable when he was using OriHime to serve customers because of OriHime's small size and low degree of freedom of movement. According to P3, customers interpreted the images evoked by P3’s real body characteristics as matching those evoked by OriHime, a synergy that reinforced each other.
因为 P3 生活在轮椅上，所以在与他人交流时，他在一个低的位置上看着周围的人。此外，由于他的尖锐声音，P3 在日常生活中感觉被他人定位为“小巧可爱”，并暗示期望“天真安静”的行为。P3 认为，当他使用 OriHime 为客户服务时，这一点尤为显著，因为 OriHime 体积小，活动自由度低。据 P3 称，客户将由 P3 真实身体特征唤起的形象解读为与 OriHime 唤起的形象相匹配，这种协同作用相互加强。
P3 became strongly aware of his self-transformation through the virtual avatar when he met P2 using the tall, masculine-looking avatar he had created and received very different reactions from P2 than usual (e.g., becoming distant or running away in surprise). As a result of perceiving that others had repositioned the “small and cute” label he had previously held, P3 experienced behavioral changes, such as an unconscious change in the first-person nouns from “watashi,” a generally neutral term in Japanese, to “boku,” which is usually used by males in casual case. In addition, and a decrease in his speech and bluntness. He also became less talkative and blunt. P3 described this experience as “finally becoming a boy,” and was strongly moved by it.
P3 在与 P2 相遇时，通过虚拟化身强烈意识到自己的自我转变。P2 使用他创建的高大、阳刚外表的化身，对 P2 产生了与往常不同的反应（例如，变得疏远或惊讶地逃跑）。由于感知到他人重新定位了他之前拥有的“小而可爱”的标签，P3 经历了行为上的改变，比如第一人称名词从日语中通常中性的“わたし”变为通常由男性在非正式场合使用的“ぼく”的无意识变化。此外，他的言语和直率也减少了。他也变得不那么健谈和直率。P3 将这种经历描述为“终于成为一个男孩”，并对此深受感动。
This change in mindset could also be attributed to the fact that he was able to anticipate the relationship between the avatar and himself in the future with a high degree of certainty. Throughout the study, P3 used his own avatar to access some metaverse services and interacted with others as a model case of long-term social activity using the opposite-sex avatar. Through such interactions, he began to talk about how he would like to change his own avatar.
这种心态的改变也可以归因于他能够高度确定地预见到未来他与虚拟化身之间的关系。在整个研究过程中，P3 使用自己的虚拟化身访问了一些元宇宙服务，并与他人互动，作为使用异性虚拟化身进行长期社交活动的典型案例。通过这样的互动，他开始谈论自己想如何改变自己的虚拟化身。
“In years to come, I should be able to become my ideal good-looking man.” (P3)
“未来几年，我应该能够成为我理想中的帅气男人。”（第 3 页）
5.2.4 P4: Avatar as a Creative Work. P4 was born with Spinal Muscular Atrophy Type II (SMA) and lives mostly in her bed as a result of her condition. She has been working as an OriHime pilot since 2021. She accesses her computer through a combination of eye gaze and finger switches. She had a 3D printer at home and had begun to practice a little 3D modeling before she participated in the study. She has been living independently with a 24-hour helper since 2013. P4, who is highly engaged in creative activities, selected a 3D penguin model as their avatar. This model was a product of P4’s initial exploration into 3D modeling.
5.2.4 P4：阿凡达作为创意作品。P4 患有 II 型脊髓肌肉萎缩症（SMA），由于疾病的影响，大部分时间都在床上生活。自 2021 年以来，她一直担任 OriHime 飞行员。她通过眼神和手指开关的组合访问计算机。她家里有一台 3D 打印机，在参与研究之前已经开始练习一些 3D 建模。自 2013 年以来，她一直独立生活，有 24 小时的帮助者。P4 非常投入创意活动，选择了一只 3D 企鹅模型作为她的阿凡达。这个模型是 P4 最初探索 3D 建模的产物。
Despite the observed behavioral changes, P4 did not strongly identify itself with her avatar, nor did it appear to have acquired a new narrative of the self. One possible reason is that P4 already had a stable narrative of self, which had been fulfilled in her previous experience as an OriHime pilot. Conversely, P4 did not struggle with any significant conflict with the “positioning” of self she had received before the virtual avatar use. P4, who is engaged in various creative activities as a creator, may have perceived virtual avatar service as part of her creative activities, and this may have reinforced rather than extended P4’s original narrative of self. Indeed, she affectionately referred to the avatars as “my child,” emphasizing their emotional connection to her creations. These results provide valuable insight into the conditions under which avatars may or may not influence a person's self-perception.
尽管观察到行为变化，P4 并没有与她的虚拟化身强烈地认同，也似乎没有获得新的自我叙事。一个可能的原因是，P4 已经拥有一个稳定的自我叙事，在她之前作为 OriHime 飞行员的经历中已经得到满足。相反，P4 并没有与之前在虚拟化身使用之前获得的“自我定位”发生任何重大冲突。作为一名从事各种创意活动的创作者，P4 可能将虚拟化身服务视为她创意活动的一部分，这可能会加强而不是延伸 P4 原有的自我叙事。事实上，她亲切地称这些虚拟化身为“我的孩子”，强调了它们与她创作的情感联系。这些结果为了解虚拟化身可能或不可能影响一个人自我认知的条件提供了宝贵的见解。
Another reason P4 did not experience the joy of discovering a new aspect of self is the high operational burden. P4 confessed that the avatar operation load was heavy. She described virtual avatar service as “an additional mission that is fun but requires much energy” after the second time, suggesting that virtual avatar service has advantages and disadvantages.
P4 没有体验到发现自我的新方面的喜悦的另一个原因是高操作负担。P4 坦言头像操作负担很重。她在第二次之后将虚拟头像服务描述为“一项有趣但需要大量精力的额外任务”，表明虚拟头像服务有利有弊。
5.2.5 P5, P6: Cute Avatars. P5, a woman in her 20s who was diagnosed with spinal muscular atrophy (SMA) at birth, was the youngest of the pilots who took part in the study. She started working as an OriHime pilot in January 2022. Before she participated in this study, she had experience creating original avatars using a Japanese metaverse platform named REALITY. Although the platform used in the study was different, her previous experience made P5 proficient in the use of VR, thanks to her skills she actively supported P6 in learning how to operate her avatar in the virtual cafe during a series of meetings the two had arranged after working hours, which were also supported by our team and the cafe management 12. P6 is a female in her 20s who has worked as an OriHime pilot since 2019. She was diagnosed with spina bifida and cerebro spinal fluid loss (CSFL) at birth.
5.2.5 P5，P6：可爱的头像。P5 是一名 20 多岁的女性，出生时被诊断患有脊髓性肌萎缩症（SMA），是参与研究的飞行员中年龄最小的。她于 2022 年 1 月开始担任 OriHime 飞行员。在参与这项研究之前，她在一个名为 REALITY 的日本元宇宙平台上有过创作原创头像的经验。尽管在研究中使用的平台不同，但她以往的经验使得 P5 精通虚拟现实的使用，多亏她的技能，她积极支持 P6 学习如何在虚拟咖啡馆中操作她的头像，在工作时间之后两人安排的一系列会议中，我们的团队和咖啡馆管理也给予了支持。P6 是一名 20 多岁的女性，自 2019 年起担任 OriHime 飞行员。她出生时被诊断患有脊柱裂和脑脊液丢失（CSFL）。
P5 viewed their avatar as “an expression of their ideal cute self but who was not them.” In all four sessions that P5 participated in during the study, she created the avatars with a different hairstyle for each session and used it according to her mood.
P5 将他们的虚拟化身视为“表达他们理想可爱自我的方式，但并非他们自己。”在研究期间 P5 参与的所有四个会话中，她为每个会话创建了不同发型的虚拟化身，并根据自己的心情使用它。
Despite the avatar representing an idealized version, P5 did not experience narrative self-transformation.
尽管化身代表了一个理想化的版本，P5 并没有经历叙事自我转变。
P5 and P6 decided on the avatar because it was “cute.” However, P5 expressed cuteness as a “human girl with an ideal appearance,” and P6 expressed the cuteness of her favorite character in her avatar. In the preliminary interview to determine the avatar to be used, neither P5 nor P6 said much about what they wanted to change in themselves but talked more about their favorite characters than themselves.
P5 和 P6 选择头像是因为它“可爱”。然而，P5 将可爱表达为“一个外表理想的女孩”，而 P6 则表达了她头像中最喜欢角色的可爱。在初步访谈中确定要使用的头像时，P5 和 P6 都没有多说自己想要改变什么，而是更多地谈论了他们喜欢的角色而不是自己。
Finally, although P5 changed her avatar's hairstyle and enjoyed dressing up each time she participated in a virtual avatar customer service session, she did not identify with her avatar or experience any change in her self-narrative. In fact, like P4, P5 described her avatar as “a representation of my ideal pretty face, but this is not me.”
最后，尽管 P5 每次参与虚拟头像客户服务会话时都会改变她的头像发型并享受打扮，但她并没有认同她的头像，也没有在自我叙事中经历任何变化。事实上，像 P4 一样，P5 将她的头像描述为“我理想中漂亮脸的代表，但这不是我自己。”
On the other hand, P6 developed an attachment to the avatar created by the author's research team that incorporated elements of her favorite character throughout the study period. In fact, P6 said in the final interview after the study that “my avatar, which was only ’cute’ at first, became very attached to me in the end.”
另一方面，P6 在研究期间对作者研究团队创建的化身产生了依恋，其中融入了她喜爱的角色元素。事实上，研究结束后，在最后的访谈中，P6 表示：“我的化身一开始只是‘可爱’，最后却变得非常依恋我。”
Both P5 and P6 provide clear insights into the dynamics of avatars and identity; the P5 case suggests that an avatar's resemblance to an ideal self may not be sufficient for identity transformation. The P6 case, on the other hand, indicates that even pilots who are not particularly conflicted about their already constructed identities may experience identity change during a series of experiences in which they casually use their avatars repeatedly.
P5 和 P6 都清晰地揭示了角色扮演和身份认同的动态；P5 案例表明，角色扮演者与理想自我的相似可能并不足以实现身份转变。另一方面，P6 案例表明，即使飞行员对自己已构建的身份并不特别矛盾，但在一系列中反复使用他们的角色扮演者的经历中，也可能经历身份变化。
5.2.6 P7: Avatar as Self-Introduction. P7, is a female in her 20s who developed Myoclonus dystonia syndrome (MDS) when she was in middle school and uses a wheelchair for mobility. She is from Tohoku, one of the northern areas of Japan. Tohoku is famous for snowy winters and P7 enjoyed skiing before becoming a wheelchair user. P7 participated in a single session during our study.
5.2.6 P7：阿凡达作为自我介绍。P7 是一名 20 多岁的女性，在中学时患上了肌阵挛症候群（MDS），现在需要使用轮椅代步。她来自日本北部的东北地区。东北地区以多雪的冬季而闻名，P7 在成为轮椅使用者之前喜欢滑雪。P7 在我们的研究中参加了一次单独的会话。
P7’s desire was to show her passion for skiing to her guest and she chose an anime style for her avatar. Even though P7 was able to participate in the virtual avatar session only once, P7 found this virtual avatar to be more effective than OriHime at expressing their personality. P7 felt that her usual personality was rather difficult to see and overridden by OriHime's characteristics and was misunderstood by customers due to OriHime's cute appearance. While OriHime often leads people to perceive P7 as “small and cute,” the virtual avatar had various customizable features such as expressions, movements, and clothing. Using the virtual avatar allowed P7 to easily convey her more outgoing and proactive personality traits to customers. With the anime-style avatar, P7 found sharing stories about their past hobbies, like skiing, and their geographical origins more straightforward than with OriHime. Non-verbal cueing as avatar appearance effectively facilitated communication with customers, particularly those encountering P7 for the first time.
P7 的愿望是向她的客人展示她对滑雪的热情，她选择了动漫风格作为她的头像。尽管 P7 只参与了一次虚拟头像会话，但 P7 发现这个虚拟头像比 OriHime 更有效地表达了她们的个性。P7 觉得她平时的个性很难被看到，被 OriHime 的特点所掩盖，由于 OriHime 可爱的外表，被顾客误解。虚拟头像具有各种可定制的特征，如表情、动作和服装，使用虚拟头像使 P7 能够更容易地向顾客传达她更外向和积极的个性特征。通过动漫风格的头像，P7 发现与 OriHime 相比，更容易与顾客分享关于她们过去的爱好，如滑雪，以及她们的地理起源。头像外观作为非语言提示有效地促进了与顾客的沟通，特别是那些第一次遇到 P7 的顾客。
OriHime is an avatar that tells people what I do and my personality from scratch, to let them know who I am from a blank slate. However, with this avatar (virtual avatar), I can make the avatar's face and clothes match my own a little, so that people can get to know me from that image.(P7)
OriHime 是一个头像，从零开始告诉人们我是谁以及我的个性，让他们从一个空白的画布上了解我是谁。然而，通过这个头像（虚拟头像），我可以让头像的脸和衣服与我自己稍微匹配，这样人们可以从那个形象了解我。(第 7 页)
This case study demonstrates the importance of avatar customization in conveying one's unique attributes, especially in customer service contexts where initial impressions are pivotal.
这个案例研究展示了头像定制在传达个人独特属性方面的重要性，特别是在客户服务环境中，初次印象至关重要。
DISCUSSION 6 讨论
In this study, a virtual avatar customer service system was installed in Avatar Robot Cafe DAWN ver.β to provide pilots, who normally engage in customer service with a robotic avatar (OriHime) with uniform characteristics, with an opportunity to express themselves using virtual avatars. As a result, some pilots reported they clearly experienced a psychological change in themselves, while others simply enjoyed and ended their participation in the study. In this section, we first discuss what pilots who reported transformations of the selves were experiencing based on the identity theory. Next, we discuss the qualitative differences between robotic and virtual avatars obtained through the study, and summarize our findings in the long-term operation of this system.
在这项研究中，为了让通常与机器人化身（OriHime）进行客户服务的飞行员有机会使用虚拟化身表达自己，我们在化身机器人咖啡馆 DAWN ver.β中安装了一个虚拟化身客户服务系统。结果，一些飞行员报告称他们明显感受到了自己的心理变化，而其他人则只是享受并结束了他们在研究中的参与。在本节中，我们首先根据身份理论讨论了报告自我转变的飞行员所经历的情况。接下来，我们讨论了通过研究获得的机器人和虚拟化身之间的定性差异，并总结了我们在该系统的长期运作中的发现。
Announcement and Placement of Identity
6.1 公告和身份确认
An anonymous avatar robot, such as OriHime, allows users to edit their physical attributes like appearance and motor functions, thereby backgrounding the prominence of disabilities. This process effectively challenges and deconstructs identities positioned by others, typically represented by labels such as “disabled people”, “cute female”, and “perfect staff”. Identity construction is a public process involving “identity announcement” by the individual and “identity placement” by others who acknowledge and validate the (proclaimed) identity [3, 56]. Our interviews also highlighted that personalized virtual avatars for self-expression not only dismantle externally imposed “placement” but also serve as a powerful medium for “announcement” of their ideal identities.
匿名化身机器人，如 OriHime，允许用户编辑其外观和运动功能等身体属性，从而使残疾的突出性变得不那么明显。这一过程有效地挑战和解构了由他人定位的身份，通常由标签如“残疾人士”、“可爱女性”和“完美员工”来代表。身份建构是一个公开的过程，涉及到个体的“身份宣告”和他人的“身份安置”，后者承认和验证（宣称的）身份。我们的访谈还强调，用于自我表达的个性化虚拟化身不仅解构了外部强加的“安置”，而且作为他们理想身份的“宣告”的强大媒介。
The initial group of participants (P1–P3) reported that virtual avatar experiences brought a significant psychological change to them. They perceived their avatar selves as distinctly different from their real-life personas and robotic avatars. They all felt distressed for their constructed “placement.” P1 was frustrated at being praised as “cute” even though he was an adult male, P2 was frustrated at having to be a diligent staff member who was not allowed to make mistakes, and P3 was also conflicted at being given the label “cute,” which was not consistent with his gender identity. When participants using virtual avatars interact with customers, displaying a different appearance from that of OriHime, the customers’ verbal and non—verbal reactions allow them to reassert and renegotiate their identity placements.
最初的参与者群体（P1-P3）报告说，虚拟化身体验给他们带来了显著的心理变化。他们认为他们的虚拟化身与他们的现实生活人格和机器人化身有着明显的不同。他们都为自己构建的“位置”感到困扰。P1 对被称赞为“可爱”感到沮丧，尽管他是成年男性，P2 对被要求成为一个勤奋的员工而不被允许犯错感到沮丧，P3 也对被贴上“可爱”的标签感到矛盾，这与他的性别认同不一致。当使用虚拟化身的参与者与客户互动时，展示与 OriHime 不同外表的客户的口头和非口头反应使他们重新确认和重新协商他们的身份位置。
The subsequent group of participants (P4–P6 and P7), who joined the study at a later stage and interacted less frequently with the virtual avatars, reported different experiences from the first group. While they enjoyed using virtual avatars in a work context, they did not experience a significant change in their identity in a work context.
随后的参与者群体（P4-P6 和 P7），他们在研究的后期阶段加入，并与虚拟化身互动较少，报告了与第一组不同的体验。虽然他们喜欢在工作环境中使用虚拟化身，但他们在工作环境中并没有经历到身份上的显著变化。
This discrepancy leads us to consider multiple interpretative avenues. Firstly, later participants may have already constructed and possessed a stable identity placement during the previous work experience with OriHime, which did not conflict their desired identity announcement. Unlike P1-P3, who experienced a dissonance between their self-perception and identity placement, this group did not encounter such a conflict.
这种差异引导我们考虑多种解释途径。首先，较晚参与者可能在之前与 OriHime 的工作经验中已经建立并拥有了稳定的身份定位，这并没有与他们期望的身份宣告发生冲突。与 P1-P3 不同，他们在自我认知和身份定位之间经历了不一致，而这个群体并没有遇到这样的冲突。
Secondly, the limited duration and frequency of interaction with the virtual avatar might provide another explanation. A certain threshold of engagement with the virtual avatar may be necessary to deconstruct and reconstruct their identity perception. This hypothesis aligns with previous findings indicating that prolonged and continuous use of a virtual avatar, particularly in social VR contexts, enhances the user's sense of body ownership [63]. Although our study was not conducted in an immersive virtual environment, these precious findings align well with our observations.
其次，与虚拟化身的互动持续时间和频率有限可能提供另一个解释。与虚拟化身的一定程度的互动可能是必要的，以解构和重构他们的身份感知。这一假设与先前的研究结果一致，表明长时间和持续使用虚拟化身，特别是在社交虚拟现实环境中，可以增强用户对身体的所有权感[63]。尽管我们的研究并非在沉浸式虚拟环境中进行，但这些宝贵的发现与我们的观察非常一致。
Our results resonate with Banks’ framework [8], which examines the social dynamics between 2D-based online game users and their avatars. Factors such as self-differentiation, agency, and intimacy play a crucial role in shaping the various psychological relationships between the user and the avatar. In our study, variables like the participants’ ideal self, customer reactions, duration of avatar operation, and successful experiences in the virtual environment influenced these dynamics.
我们的研究结果与 Banks 的框架[8] resonant，该框架研究了基于 2D 的在线游戏用户与他们的角色扮演者之间的社会动态。自我区分、代理、亲密度等因素在塑造用户与角色扮演者之间的各种心理关系中起着至关重要的作用。在我们的研究中，参与者的理想自我、客户反应、角色扮演者操作时间、以及在虚拟环境中的成功经验等变量影响了这些动态。
In conclusion, avatar-mediated work environments present a multifaceted platform for identity announcement and placement. However, the extent of their impact varies among users and is contingent on factors such as the duration and frequency of avatar use, as well as the pre-existing alignment between self-perceived identity and identity positioned by others. The employment of an idealized avatar does not automatically lead to realize one's ideal self. The dynamics of the identity announcement and placement feedback loop need to be properly designed. These findings open up new avenues for future research to explore these variables in greater depth.
总之，基于化身的工作环境为身份宣告和定位提供了一个多方面的平台。然而，它们的影响程度因用户而异，并取决于诸如化身使用的持续时间和频率，以及自我感知身份与他人定位身份之间的预先存在的一致性等因素。使用理想化的化身并不会自动导致实现自己的理想自我。身份宣告和定位反馈循环的动态需要得到适当设计。这些发现为未来研究探索这些变量提供了新的途径。
Differences between Robotic and Virtual Avatars: Backgrounding of Disability and Foregrounding of Personality
6.2 机器人和虚拟化身之间的区别：残疾的背景化和个性的突出。
Our investigation into the use of robotic and virtual avatars in remote work settings for individuals with disabilities unveils intricate nuances in the interplay between technology and identity. Robotic avatars have a distinct advantage in “backgrounding” disabilities, effectively equalizing the playing field by rendering certain physical traits less visible. This contributes to a broader societal goal of inclusivity and equal opportunity. However, this approach may inadvertently restrict the expression of personal identity and authenticity, posing questions about individual agency.
我们对残疾人在远程工作环境中使用机器人和虚拟化身的调查揭示了技术与身份之间微妙的相互作用。机器人化身在“背景化”残疾方面具有明显优势，通过减少某些身体特征的可见性，有效地实现了平等竞争的场地。这有助于更广泛的社会目标，即包容性和平等机会。然而，这种方法可能会无意中限制个人身份和真实性的表达，引发有关个人代理的问题。
Conversely, virtual avatars provide a contrasting perspective by enabling highly tailored expressions of identity. They excel in “foregrounding” individual personalities, allowing users to convey unique characteristics and set the tone for interactions even before dialogue commences. This customization capability offers psychological benefits but also bears the risk of perpetuating or even creating social biases, given the uneven starting points individuals may have in virtual environments.
相反，虚拟化身通过实现高度定制的身份表达，提供了一个截然不同的视角。它们擅长于“突出”个人个性，让用户传达独特特征并在对话开始之前设定互动的基调。这种定制能力提供了心理上的好处，但也存在着延续或甚至创造社会偏见的风险，考虑到个体在虚拟环境中可能存在的不均起点。
The psychological implications of these technological attributes are significant. For instance, the anonymity afforded by robotic avatars might inadvertently promote a mindset where concealing one's disability becomes normalized. At the same time, virtual avatars’ expressive liberty can empower individuals and potentially widen the disparity between digital and real-world self-perceptions.
这些技术属性的心理影响是显著的。例如，机器人化身所提供的匿名性可能会无意中促进一种隐藏残疾的心态变得正常化。同时，虚拟化身的表现自由可以赋予个体力量，潜在地扩大数字世界和现实世界自我认知之间的差距。
In summary, neither robotic nor virtual avatars can be deemed universally superior; each has distinct strengths and limitations depending on the context. A balanced approach that leverages the strengths of both technologies is essential. It is vital to consider their immediate functional benefits and long-term psychological and sociocultural effects on identity formation and social interaction.
总的来说，无论是机器人还是虚拟化身都不能被普遍认为是更优越的；每种技术在特定背景下都有独特的优势和局限性。采用一种平衡的方法，充分利用这两种技术的优势是至关重要的。必须考虑它们的即时功能优势以及对身份形成和社会互动的长期心理和社会文化影响。
Possibilities for Long-Term Employment in Cyber-physical Environments
6.3 网络物理环境中长期就业的可能性
In this study, the first author was always present at all sessions for the fieldwork and the system was operated by two people including the first author. However, this does not mean that two staff members must always be present. In fact, demonstrations outside of this study have shown that the system can be operated with only one local staff member. Hence, the long-term viability of this system was considered high.
在这项研究中，第一作者始终在所有实地工作的会议上出席，系统由包括第一作者在内的两人操作。然而，这并不意味着必须始终有两名工作人员在场。事实上，这项研究之外的演示表明，该系统可以仅由一名当地工作人员操作。因此，认为该系统的长期可行性很高。
Some of the troubles we faced in operating the system can be summarized as lessons learned as follows. First, operators should consider comparisons of personalities among pilots. Because as few as seven pilots used customized avatars in this study, every avatar was uniquely individualistic. However, it is unclear how the findings of this study will be affected when a large number of pilots participate and use avatars with similar characteristics to themselves (see P1’s result).
在操作系统过程中我们遇到的一些问题可以总结为以下所学到的教训。首先，操作员应考虑飞行员之间的个性比较。因为在这项研究中只有七名飞行员使用定制头像，每个头像都具有独特的个性。然而，目前尚不清楚当大量飞行员参与并使用与自身特征相似的头像时，本研究的发现将会受到何种影响（见 P1 的结果）。
Second, it is difficult to serve multiple tables at the same time with this system. In this study, two pilots served (alternately) two tables. These situations make it difficult to explicitly present to whom the customers and pilots are speaking respectively, and the conversations are easy to get mixed up. Furthermore, when customers with different native languages sit at each table, it is difficult to serve them at the same time comfortably.
其次，使用这个系统同时为多张桌子提供服务是困难的。在这项研究中，两名飞行员（交替）为两张桌子提供服务。这些情况使得难以明确地展示顾客和飞行员分别在与谁交谈，对话容易混淆。此外，当不同母语的顾客坐在每张桌子上时，同时为他们提供舒适的服务就变得困难。
Third, voice communication should be comfortable during opening hours even though the store is full of customers. If system preparation is done after closing, note that the noise level will be different from the opening hours.
第三，即使商店里挤满了顾客，开店时间内语音通讯也应该是舒适的。如果系统准备工作是在关店后进行的，请注意噪音水平会与开店时间不同。
LIMITATION 7 限制
This study has several limitations. First, since this is a qualitative study that explores a small sample size in depth, there is limited scope for generalizing our findings. All of the pilots in this study had a background of difficulty going out, and the study was conducted in the specific context of serving customers in a cafe. The long-term identity transformation cycle of “announcement” and “placement” was obtained as one of the leading hypotheses rather than as a fact, and should be quantitatively confirmed in future work. Also, due to the setting of the survey, there was no control over the procedures. Customer experience was not also evaluated enough in this survey. In the future, it is necessary to evaluate the customer service experience in a cyber-physical environment from multiple perspectives by conducting interviews with a control group and customers.
本研究存在一些局限性。首先，由于这是一项定性研究，深入探讨了一个小样本量，因此我们的发现的泛化范围有限。本研究中所有飞行员都有出行困难的背景，并且研究是在为咖啡馆客户提供服务的具体背景下进行的。“公告”和“放置”的长期身份转变周期被提出作为一个主要假设，而不是事实，应在未来的工作中进行定量确认。另外，由于调查设置的原因，对程序没有控制。在本次调查中，客户体验也没有得到足够的评估。未来有必要通过与对照组和客户进行访谈，从多个角度评估网络物理环境中的客户服务体验。
CONCLUSION 8 结论
In this study, we investigated the impact on employees’ narrative selves when they use self-selected virtual avatars to perform remote customer service in a cafe to serve individuals with mobility difficulties via robot avatars. Through interviews, we discussed the characteristics of both the personality-homogenizing robot avatars and the personality-expressing virtual avatars. A common theme among all pilots was that neither OriHime, which downplays specific physical characteristics nor the virtual avatars, which highlight specific physical features, are universally superior; each has its own merits depending on the context. It was agreed that it would be desirable to use both types of avatars complementarily. It is important to consider the loop of identity declarations and re-positioning involving others to guide desirable self-transformation through long-term social activities via avatars. This includes examining how users’ identities are positioned by others before using the avatar, how users accept that positioning, and how the identity declared through the avatar could potentially shift that positioning.
在这项研究中，我们调查了员工使用自选虚拟化身在咖啡馆进行远程客户服务，为具有行动障碍的个人提供服务的时候，对其叙事自我产生的影响。通过访谈，我们讨论了既具有人格同质化特征的机器人化身，又具有人格表达特征的虚拟化身。所有试点中的一个共同主题是，无论是淡化特定身体特征的 OriHime，还是突出特定身体特征的虚拟化身，都没有普遍优越性；每种在特定情境下都有其优点。大家一致认为，理想情况下应该同时使用这两种类型的化身。重要的是考虑通过化身进行的身份宣言和重新定位循环，以引导通过长期社交活动通过化身进行理想的自我转变。这包括研究用户在使用化身之前如何被他人定位，用户如何接受该定位，以及通过化身宣告的身份如何潜在地改变该定位。
This research is supported by JST Moonshot R&D Program “Cybernetic being” Project (Grant number JPMJMS2013). The experimental system for this study was developed using “cluster”, a metaverse platform provided by Cluster, Inc. We would like to express our gratitude to Cluster for their willingness to allow us to use their platform for our research.
本研究得到 JST Moonshot 研发计划“网络生物”项目（资助号 JPMJMS2013）的支持。本研究的实验系统是使用 Cluster 公司提供的元宇宙平台“cluster”开发的。我们要感谢 Cluster 公司愿意让我们使用他们的平台进行研究。
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1 https://www.doublerobotics.com/
2 https://www.intuitive.com/en-us/products-and-services/da-vinci
4 https://dawn2021.orylab.com/en/
9 https://booth.pm/ja/items/3196783
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