Robotaxis are emerging as a promising form of urban mobility, but removing human drivers fundamentally reshapes passenger-vehicle interaction and raises new design challenges. To inform robotaxi design based on real-world experience, we conducted 18 semi-structured interviews and autoethnographic ride experiences to examine users' perceptions, experiences, and expectations for robotaxi design. We found that users valued benefits such as increased agency and consistent driving. However, they also encountered challenges such as limited flexibility, insufficient transparency, and emergency handling concerns. Notably, users perceived robotaxis not merely as a mode of transportation, but as autonomous, semi-private transitional spaces, which made users feel less socially intrusive to engage in personal activities. Safety perceptions were polarized: some felt anxiety about reduced control, while others viewed robotaxis as safer than humans due to their cautious, law-abiding nature. Based on the findings, we propose a user-driven design framework spanning hailing, pick-up, traveling, and drop-off phases to support trustworthy, transparent, and accountable robotaxi design.

翻译：无人驾驶出租车正成为一种前景广阔的城市出行方式，但移除人类驾驶员从根本上重塑了乘客与车辆的交互方式，并带来了新的设计挑战。为了基于真实世界经验为无人驾驶出租车设计提供依据，我们开展了18次半结构化访谈和自传式乘车体验，考察用户对无人驾驶出租车设计的感知、体验和期望。研究发现，用户看重其带来的益处，如更强的自主性和稳定的驾驶表现。然而，他们也遇到了挑战，包括灵活性有限、透明度不足以及应急处理方面的担忧。值得注意的是，用户不将无人驾驶出租车仅仅视为一种交通工具，而是将其视为自主、半私密的中介空间，这让用户感觉在从事个人活动时减少了社交侵扰。安全感知呈现两极分化：一些人因控制权减少而感到焦虑，另一些人则认为无人驾驶出租车因其谨慎、守法的特性比人类驾驶更安全。基于这些发现，我们提出了一种覆盖叫车、上车、行驶和下车阶段的全流程用户驱动设计框架，以支持值得信赖、透明且负责任的无人驾驶出租车设计。